{"id":53543,"date":"2023-12-20T07:47:41","date_gmt":"2023-12-20T00:47:41","guid":{"rendered":"https:\/\/masterskills.org\/blog\/giu-chan-khach-hang-cu-hay-tim-kiem-khach-hang-moi-quan-trong-hon.html"},"modified":"2023-12-20T07:47:41","modified_gmt":"2023-12-20T00:47:41","slug":"giu-chan-khach-hang-cu-hay-tim-kiem-khach-hang-moi-quan-trong-hon","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/giu-chan-khach-hang-cu-hay-tim-kiem-khach-hang-moi-quan-trong-hon.html","title":{"rendered":"Gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u0169 hay t\u00ecm ki\u1ebfm kh\u00e1ch h\u00e0ng m\u1edbi quan tr\u1ecdng h\u01a1n?"},"content":{"rendered":"<div id=\"test\">C\u00e1c doanh nghi\u1ec7p th\u01b0\u1eddng t\u1eadp trung ngu\u1ed3n l\u1ef1c v\u00e0o vi\u1ec7c thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi h\u01a1n l\u00e0 ch\u0103m s\u00f3c v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u0169. Tuy nhi\u00ean, chi ph\u00ed \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c nh\u1eefng kh\u00e1ch h\u00e0ng m\u1edbi ng\u00e0y c\u00e0ng t\u0103ng, ch\u00ednh v\u00ec v\u1eady vi\u1ec7c duy tr\u00ec kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i tr\u1edf n\u00ean v\u00f4 c\u00f9ng quan tr\u1ecdng.<\/p>\n<p>M\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a C\u1ee5c qu\u1ea3n l\u00fd c\u00e1c doanh nghi\u1ec7p nh\u1ecf c\u00f9ng v\u1edbi Ph\u00f2ng Th\u01b0\u01a1ng m\u1ea1i Hoa K\u1ef3 cho r\u1eb1ng chi ph\u00ed \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi t\u1ed1n g\u1ea5p 5-7 l\u1ea7n so v\u1edbi chi ph\u00ed duy tr\u00ec kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3. Con s\u1ed1 n\u00e0y v\u1eabn kh\u00f4ng ng\u1eebng t\u0103ng l\u00ean, tr\u1edf th\u00e0nh \u0111\u1ed9ng c\u01a1 quan tr\u1ecdng \u0111\u00f2i h\u1ecfi c\u00e1c doanh nghi\u1ec7p \u1edf m\u1ecdi quy m\u00f4 ph\u00e2n b\u1ed5 kinh ph\u00ed c\u1ee7a m\u00ecnh cho c\u00e1c chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng kh\u00e1c nhau.<\/p>\n<p>H\u01a1n n\u1eefa, Tr\u01b0\u1eddng Kinh doanh (Harvard School of Business) c\u00f4ng b\u1ed1 r\u1eb1ng c\u1ee9 t\u0103ng t\u1ef7 l\u1ec7 duy tr\u00ec kh\u00e1ch h\u00e0ng l\u00ean 5% th\u00ec c\u00f3 th\u1ec3 t\u0103ng l\u1ee3i nhu\u1eadn l\u00ean \u0111\u1ebfn 25% -95%.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-9030\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/aeb3610f44f94e4.jpg\" alt=\"aeb3610f44f94e4\" width=\"600\" height=\"348\" title=\"aeb3610f44f94e4\"><\/p>\n<h2 id=\"1-tai-sao-khach-hang-lai-bo-di\">T\u1ea1i sao kh\u00e1ch h\u00e0ng l\u1ea1i b\u1ecf \u0111i?<\/h2>\n<ul>\n<li>68% kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u v\u00ec h\u1ecd kh\u00f4ng h\u00e0i l\u00f2ng v\u1edbi nh\u1eefng d\u1ecbch v\u1ee5 m\u00e0 h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c.<\/li>\n<li>14% kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u v\u00ec h\u1ecd kh\u00f4ng h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m m\u00e0 h\u1ecd mua.<\/li>\n<li>9% kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ec3 ti\u1ebfn h\u00e0nh giao d\u1ecbch v\u1edbi m\u1ed9t \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.<\/li>\n<\/ul>\n<p>Theo s\u1ed1 li\u1ec7u th\u1ed1ng k\u00ea tr\u00ean cho th\u1ea5y, kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u kh\u00f4ng ph\u1ea3i v\u00ec c\u00e1c s\u1ea3n ph\u1ea9m c\u1ee5 th\u1ec3 m\u00e0 h\u1ecd \u0111\u00e3 mua, m\u00e0 ch\u1ee7 y\u1ebfu l\u00e0 do ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 m\u00e0 h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c.<\/p>\n<h2 id=\"2-chien-luoc-giu-chan-khach-hang\">Chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/h2>\n<h3 id=\"2-1-1-dat-ra-cho-khach-hang-nhung-ky-vong-ro-rang\">1. \u0110\u1eb7t ra cho kh\u00e1ch h\u00e0ng nh\u1eefng k\u1ef3 v\u1ecdng r\u00f5 r\u00e0ng<\/h3>\n<p>M\u1ed9t trong nh\u1eefng kh\u00eda c\u1ea1nh quan tr\u1ecdng nh\u1ea5t c\u1ea7n l\u01b0u t\u00e2m khi l\u00e0m vi\u1ec7c v\u1edbi \u0111\u1ed1i t\u00e1c m\u1edbi \u0111\u00f3 l\u00e0 ph\u1ea3i hi\u1ec3u r\u00f5 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng. Vi\u1ec7c thi\u1ebft l\u1eadp cho kh\u00e1ch h\u00e0ng m\u1ed9t\u00a0t\u1ea7m nh\u00ecn r\u00f5 r\u00e0ng v\u1ec1 k\u1ef3 v\u1ecdng cho nh\u1eefng d\u1ecbch v\u1ee5 m\u00e0 h\u1ecd s\u1ebd nh\u1eadn \u0111\u01b0\u1ee3c l\u00e0 v\u00f4 c\u00f9ng quan tr\u1ecdng<\/p>\n<p>C\u00e1c doanh nghi\u1ec7p c\u1ea7n t\u1eadp trung v\u00e0o vi\u1ec7c lo\u1ea1i b\u1ecf nh\u1eefng b\u1ea5t \u1ed5n trong qu\u00e1 tr\u00ecnh b\u00e1n h\u00e0ng s\u1edbm nh\u1ea5t c\u00f3 th\u1ec3, \u0111\u00f3 ch\u00ednh l\u00e0 l\u1eddi \u0111\u1ea3m b\u1ea3o cho qu\u00e1 tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t. Kh\u00e1ch h\u00e0ng s\u1ebd th\u01b0\u1eddng nh\u1edb \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c m\u00e0 h\u1ecd \u0111\u01b0\u1ee3c nh\u1eadn t\u1eeb d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n h\u01a1n l\u00e0 nh\u1eefng l\u1ea7n h\u00e0i l\u00f2ng. V\u1ec1 c\u01a1 b\u1ea3n, th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 t\u1ed1t cho m\u1ed9t kh\u00e1ch h\u00e0ng 100 l\u1ea7n, nh\u01b0ng ch\u1ec9 c\u1ea7n m\u1ed9t trong 100 l\u1ea7n \u0111\u00f3 kh\u00f4ng t\u1ed1t, nhi\u1ec1u kh\u1ea3 n\u0103ng l\u00e0 kh\u00e1ch h\u00e0ng s\u1ebd \u201clan truy\u1ec1n\u201d c\u00e2u chuy\u1ec7n \u0111\u00f3 cho b\u1ea1n b\u00e8 v\u00e0 gia \u0111\u00ecnh c\u1ee7a m\u00ecnh.<\/p>\n<h3 id=\"2-2-2-xay-dung-niem-tin-thong-qua-nhung-moi-quan-he\">2. X\u00e2y d\u1ef1ng ni\u1ec1m tin th\u00f4ng qua nh\u1eefng m\u1ed1i quan h\u1ec7<\/h3>\n<p>M\u1ed9t \u0111i\u1ec1u d\u1ec5 nh\u1eadn th\u1ea5y l\u00e0 kh\u00e1ch h\u00e0ng th\u01b0\u1eddng tti\u1ebfn h\u00e0nh kinh doanh v\u1edbi c\u00e1c c\u00e1 nh\u00e2n m\u00e0 h\u1ecd tin t\u01b0\u1edfng, nh\u01b0ng b\u01b0\u1edbc \u0111\u1ea7u thi\u1ebft l\u1eadp \u0111\u01b0\u1ee3c s\u1ef1 tin t\u01b0\u1edfng \u1ea5y s\u1ebd kh\u00e1 kh\u00f3 kh\u0103n. M\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a t\u1ea1p ch\u00ed Qu\u1ea3n tr\u1ecb Kinh doanh ch\u00e2u Phi cho th\u1ea5y r\u1eb1ng khi l\u00f2ng tin gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u t\u0103ng l\u00ean, s\u1ef1 cam k\u1ebft c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f9ng m\u1ed9t l\u00fac c\u00e0ng m\u1ea1nh h\u01a1n.<\/p>\n<p>C\u00e1c doanh nghi\u1ec7p n\u00ean nghi\u00ean c\u1ee9u v\u00e0 t\u00ecm hi\u1ec3u kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng c\u1ee7a m\u00ecnh \u0111\u1ec3 kh\u00e1m ph\u00e1 nh\u1eefng gi\u00e1 tr\u1ecb h\u1ecd chia s\u1ebb, c\u0169ng nh\u01b0 \u0111\u1ec3 hi\u1ec3u \u0111\u01b0\u1ee3c vai tr\u00f2 c\u1ee7a m\u00ecnh trong gi\u00e1 tr\u1ecb \u1ea5y.<\/p>\n<p>Kinh doanh kh\u00f4ng ch\u1ec9 c\u00f2n \u0111\u01a1n thu\u1ea7n l\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 n\u1eefa. C\u00e1c doanh nghi\u1ec7p c\u1ea7n nh\u1ea5t qu\u00e1n v\u00e0 khi\u1ebfn m\u00ecnh tr\u1edf n\u00ean n\u1ed5i b\u1eadt gi\u1eefa c\u00e1c \u0111\u1ed1i th\u1ee7 \u0111\u1ec3 truy\u1ec1n \u0111i th\u00f4ng \u0111i\u1ec7p c\u1ee7a m\u00ecnh v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-9031\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/shutterstock_234358672-1024x682-1.jpg\" alt=\"shutterstock_234358672\" width=\"600\" height=\"400\" title=\"shutterstock_234358672-1024x682-1\"><\/p>\n<h3 id=\"2-3-3-tro-thanh-chuyen-gia-trong-linh-vuc-cua-minh\">3. Tr\u1edf th\u00e0nh chuy\u00ean gia trong l\u0129nh v\u1ef1c c\u1ee7a m\u00ecnh<\/h3>\n<p>\u0110\u1ec3 x\u00e2y d\u1ef1ng m\u1ed9t m\u1ed1i quan h\u1ec7 t\u00edch c\u1ef1c v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ch\u1ee9ng minh \u0111\u01b0\u1ee3c n\u0103ng l\u1ef1c, ki\u1ebfn th\u1ee9c trong ng\u00e0nh c\u1ee7a b\u1ea1n. H\u00e3y tr\u1edf th\u00e0nh m\u1ed9t nh\u00e0 t\u01b0 v\u1ea5n, \u0111\u01b0a ra l\u1eddi khuy\u00ean h\u1eefu \u00edch cho kh\u00e1ch h\u00e0ng. B\u00ean c\u1ea1nh \u0111\u00f3, h\u00e3y c\u00f3 nh\u1eefng cu\u1ed9c g\u1ecdi l\u1ecbch s\u1ef1 cho kh\u00e1ch h\u00e0ng \u0111\u1ec3 th\u00f4ng b\u00e1o v\u1ec1 nh\u1eefng thay \u0111\u1ed5i d\u1ecbch v\u1ee5 ho\u1eb7c c\u1eadp nh\u1eadt nh\u1eefng g\u00ec \u0111ang x\u1ea3y ra trong doanh nghi\u1ec7p c\u1ee7a b\u1ea1n.<\/p>\n<h3 id=\"2-4-4-hay-don-dau-thay-vi-ngoi-cho-doi-van-de-xay-ra\">4. H\u00e3y \u0111\u00f3n \u0111\u1ea7u thay v\u00ec ng\u1ed3i ch\u1edd \u0111\u1ee3i v\u1ea5n \u0111\u1ec1 x\u1ea3y ra<\/h3>\n<p>T\u1ea5t c\u1ea3 c\u00e1c doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i duy tr\u00ec c\u00e1ch ti\u1ebfp c\u1eadn ch\u1ee7 \u0111\u1ed9ng trong vi\u1ec7c ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng. Thay v\u00ec ng\u1ed3i m\u1ed9t ch\u1ed7 v\u00e0 ch\u1edd \u0111\u1ee3i v\u1ea5n \u0111\u1ec1 x\u1ea3y ra, h\u00e3y h\u00e0nh \u0111\u1ed9ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o n\u00f3 s\u1ebd kh\u00f4ng x\u1ea3y ra trong t\u01b0\u01a1ng lai. Th\u01b0\u1eddng xuy\u00ean ki\u1ec3m tra v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng t\u1ea5t c\u1ea3 m\u1ecdi th\u1ee9 v\u1eabn \u0111ang ho\u1ea1t \u0111\u1ed9ng tr\u01a1n tru, v\u00e0 l\u00ean l\u1ecbch tr\u00ecnh ki\u1ec3m tra tr\u1ef1c ti\u1ebfp v\u1edbi h\u1ecd.<\/p>\n<p>Khi\u1ebfn kh\u00e1ch h\u00e0ng ngh\u0129 r\u1eb1ng b\u1ea1n v\u1eabn quan t\u00e2m \u0111\u1ebfn h\u1ecd sau khi h\u1ecd \u0111\u00e3 mua h\u00e0ng s\u1ebd gi\u00fap gi\u1eef ch\u00e2n \u0111\u01b0\u1ee3c h\u1ecd v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n<h2 id=\"3-ket-luan\">K\u1ebft lu\u1eadn<\/h2>\n<p>C\u00f3 r\u1ea5t nhi\u1ec1u chi\u1ebfn l\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 \u0111\u1ec3 t\u0103ng t\u1ef7 l\u1ec7 duy tr\u00ec kh\u00e1ch h\u00e0ng. Chi\u1ebfn l\u01b0\u1ee3c n\u00e0y kh\u00f4ng ph\u1ea3i lu\u00f4n l\u00e0 m\u00f3n qu\u00e0 t\u1eb7ng xa hoa hay nh\u1eefng b\u1eefa \u0103n \u0111\u1eaft ti\u1ec1n; \u0111\u00f4i khi ch\u1ec9 l\u00e0 m\u1ed9t email g\u1eedi t\u1eeb Masterskills n\u00f3i r\u1eb1ng b\u1ea1n v\u1eabn \u0111ang th\u1ef1c s\u1ef1 quan t\u00e2m \u0111\u1ebfn d\u1ecbch v\u1ee5 m\u00ecnh \u0111\u00e3 cung c\u1ea5p cho h\u1ecd, th\u1eadm ch\u00ed hi\u1ec7u qu\u1ea3 c\u00f2n c\u00f3 th\u1ec3 \u0111i xa h\u01a1n nh\u1eefng \u0111i\u1ec1u v\u1eadt ch\u1ea5t \u0111em l\u1ea1i<\/p>\n<p style=\"text-align: right\"><em>Theo Queen City Media<\/em><\/p>\n<p><em>B\u00e0i li\u00ean quan:<\/em><\/p>\n<ul>\n<li><em>Chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/em><\/li>\n<li><em>Thu h\u00fat kh\u00e1ch h\u00e0ng v\u1edbi nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ed9c \u0111\u00e1o<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>M\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a C\u1ee5c qu\u1ea3n l\u00fd c\u00e1c doanh nghi\u1ec7p nh\u1ecf c\u00f9ng v\u1edbi Ph\u00f2ng Th\u01b0\u01a1ng m\u1ea1i Hoa K\u1ef3 cho r\u1eb1ng chi ph\u00ed \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi t\u1ed1n g\u1ea5p 5-7 l\u1ea7n so v\u1edbi chi ph\u00ed duy tr\u00ec kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3. Con s\u1ed1 n\u00e0y v\u1eabn kh\u00f4ng ng\u1eebng t\u0103ng l\u00ean, tr\u1edf th\u00e0nh \u0111\u1ed9ng c\u01a1 quan tr\u1ecdng \u0111\u00f2i h\u1ecfi c\u00e1c doanh nghi\u1ec7p \u1edf m\u1ecdi quy m\u00f4 ph\u00e2n b\u1ed5 kinh ph\u00ed c\u1ee7a m\u00ecnh cho c\u00e1c chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng kh\u00e1c nhau.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53543"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=53543"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53543\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53543"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53543"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53543"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}