{"id":53674,"date":"2023-12-20T08:17:44","date_gmt":"2023-12-20T01:17:44","guid":{"rendered":"https:\/\/masterskills.org\/blog\/muon-co-loi-nhuan-lau-dai-ban-can-co-chien-luoc-khach-hang-trung-thanh.html"},"modified":"2023-12-20T08:17:44","modified_gmt":"2023-12-20T01:17:44","slug":"muon-co-loi-nhuan-lau-dai-ban-can-co-chien-luoc-khach-hang-trung-thanh","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/muon-co-loi-nhuan-lau-dai-ban-can-co-chien-luoc-khach-hang-trung-thanh.html","title":{"rendered":"Mu\u1ed1n c\u00f3 l\u1ee3i nhu\u1eadn l\u00e2u d\u00e0i, b\u1ea1n c\u1ea7n c\u00f3 chi\u1ebfn l\u01b0\u1ee3c kh\u00e1ch h\u00e0ng trung th\u00e0nh"},"content":{"rendered":"
\n

\u0110\u00e3 bao gi\u1edd b\u1ea1n th\u1eed \u0111o \u0111\u1ebfm kh\u1ed1i l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c ph\u1ea3i th\u1ef1c hi\u1ec7n v\u00e0 ngu\u1ed3n l\u1ef1c ph\u1ea3i b\u1ecf ra \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi? Li\u1ec7u \u0111\u1ea7u t\u01b0 cho vi\u1ec7c gi\u1eef kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i th\u00f4ng qua chi\u1ebfn l\u01b0\u1ee3c kh\u00e1ch h\u00e0ng trung th\u00e0nh\u00a0c\u00f3 hi\u1ec7u qu\u1ea3 h\u01a1n? Kh\u00e1ch h\u00e0ng trung th\u00e0nh l\u00e0 g\u00ec? V\u00ec sao r\u1ea5t nhi\u1ec1u kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i mu\u1ed1n b\u1ecf \u0111i nh\u01b0ng ch\u1ec9 c\u1ea7n quan t\u00e2m h\u01a1n m\u1ed9t ch\u00fat h\u1ecd s\u1ebd quy\u1ebft \u0111\u1ecbnh \u1edf l\u1ea1i.<\/p>\n

H\u00e3y c\u00e2n nh\u1eafc t\u1edbi vi\u1ec7c c\u1eaft gi\u1ea3m m\u1ed9t ch\u00fat ngu\u1ed3n l\u1ef1c \u0111\u1ec3 m\u1edf r\u1ed9ng danh s\u00e1ch kh\u00e1ch h\u00e0ng m\u1edbi v\u00e0o vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3, b\u1ea1n s\u1ebd l\u00e0m t\u0103ng l\u1ee3i nhu\u1eadn \u0111\u00e1ng k\u1ec3.<\/p>\n

T\u1ea1i sao chi\u1ebfn l\u01b0\u1ee3c kh\u00e1ch h\u00e0ng trung th\u00e0nh l\u1ea1i quan tr\u1ecdng?<\/b><\/h2>\n

Kh\u00e1ch h\u00e0ng trung th\u00e0nh l\u00e0 ng\u01b0\u1eddi \u0111em l\u1ea1i ngu\u1ed3n l\u1ee3i nhu\u1eadn l\u00e2u d\u00e0i v\u00e0 b\u1ec1n v\u1eefng cho doanh nghi\u1ec7p v\u00ec c\u00f3 gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi cao (Customer Lifetime Value). Ch\u1eb3ng h\u1ea1n, m\u1ed9t kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n trung b\u00ecnh 1 th\u00e1ng v\u1edbi m\u1ee9c 4 tri\u1ec7u \u0111\u1ed3ng\/th\u00e1ng, gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi (hay doanh thu trung b\u00ecnh ng\u01b0\u1eddi n\u00e0y mang l\u1ea1i) s\u1ebd l\u00e0 4 tri\u1ec7u. V\u1eabn m\u1ee9c 4 tri\u1ec7u \u0111\u1ed3ng\/th\u00e1ng, nh\u01b0ng n\u1ebfu kh\u00e1ch h\u00e0ng n\u00e0y s\u1eed d\u1ee5ng trong 12 th\u00e1ng, gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi c\u1ee7a h\u1ecd s\u1ebd l\u00e0 48 tri\u1ec7u.<\/p>\n

Chi\u1ebfn l\u01b0\u1ee3c kh\u00e1ch h\u00e0ng trung th\u00e0nh s\u1ebd \u0111\u1ea3m b\u1ea3o nh\u1eefng kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u1ee7a b\u1ea1n s\u1ebd ti\u1ebfp t\u1ee5c tin t\u01b0\u1edfng v\u00e0 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 trong nhi\u1ec1u n\u0103m t\u1edbi.<\/p>\n

X\u00e9t v\u1ec1 m\u1eb7t chi ph\u00ed, thu h\u00fat 1 kh\u00e1ch h\u00e0ng m\u1edbi t\u1ed1n g\u1ea5p 5-6 l\u1ea7n vi\u1ec7c duy tr\u00ec\u00a01 kh\u00e1ch h\u00e0ng c\u0169. Ch\u01b0a k\u1ec3, khi \u0111\u00e3 thu h\u00fat \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng m\u1edbi n\u00e0y r\u1ed3i, n\u1ebfu kh\u00f4ng ti\u1ebfp t\u1ee5c gi\u1eef ch\u00e2n h\u1ecd b\u1eb1ng nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c linh ho\u1ea1t, b\u1ea1n s\u1ebd m\u1ea5t th\u00eam m\u1ed9t kho\u1ea3n l\u1ee3i kh\u00f4ng nh\u1ecf do gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi h\u1ecd \u0111em l\u1ea1i kh\u00f4ng cao.<\/p>\n

L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng?<\/h2>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t v\u00e0i ph\u01b0\u01a1ng ph\u00e1p gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, h\u00e3y c\u00f9ng th\u1eed v\u00e0 chia s\u1ebb tr\u1ea3i nghi\u1ec7m v\u1edbi Masterskills nh\u00e9!<\/p>\n

1. T\u0103ng m\u1ee9c \u0111\u1ed9 g\u1eafn k\u1ebft v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5<\/h3>\n

M\u1ed9t trong nh\u1eefng gi\u1ea3i ph\u00e1p gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng \u0111\u1ea7u ti\u00ean \u0111\u00f3\u00a0l\u00e0 \u0111\u1ea3m b\u1ea3o r\u1eb1ng h\u1ecd \u0111ang s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n, sau \u0111\u00f3 t\u0103ng d\u1ea7n m\u1ee9c \u0111\u1ed9 ph\u1ee5 thu\u1ed9c v\u00e0 m\u1edf r\u1ed9ng nhu c\u1ea7u. H\u00e3y \u0111\u1ec3 kh\u00e1ch h\u00e0ng th\u1ea5y s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n l\u00e0 kh\u00f4ng th\u1ec3 thi\u1ebfu ho\u1eb7c th\u1ef1c s\u1ef1 kh\u00e1c bi\u1ec7t v\u00e0 kh\u00f3 qu\u00ean.<\/p>\n

\"Repeat-customers-to-loyal-customers-chien-luoc-khach-hang-trung-thanh\"<\/p>\n

H\u00e3y \u0111\u1ea3m b\u1ea3o r\u1eb1ng kh\u00e1ch \u0111ang s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n, sau \u0111\u00f3 t\u0103ng d\u1ea7n m\u1ee9c \u0111\u1ed9 ph\u1ee5 thu\u1ed9c v\u00e0 m\u1edf r\u1ed9ng nhu c\u1ea7u<\/p>\n<\/div>\n

V\u00ed d\u1ee5, m\u1ed9t \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng li\u00ean t\u1ee5c g\u1eedi nh\u1eefng th\u00f4ng b\u00e1o thu h\u00fat \u0111\u1ec3 \u201cd\u1ee5 d\u1ed7\u201d b\u1ea1n s\u1eed d\u1ee5ng th\u00eam d\u1ecbch v\u1ee5. Hay nh\u01b0 Zalo\u00a0li\u00ean t\u1ee5c cho b\u1ea1n bi\u1ebft nh\u1eefng ng\u01b0\u1eddi b\u1ea1n c\u1ee7a b\u1ea1n \u0111ang chia s\u1ebb nh\u1eefng b\u1ee9c \u1ea3nh r\u1ea5t th\u00fa v\u1ecb, v\u00e0 ch\u1eafc ch\u1eafn b\u1ea1n kh\u00f4ng th\u1ec3 kh\u00f4ng truy c\u1eadp \u0111\u1ec3 theo d\u00f5i nh\u1eefng ho\u1ea1t \u0111\u1ed9ng n\u00e0y.<\/p>\n

Ri\u00eang v\u1edbi Masterskills, ch\u00fang t\u00f4i khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng c\u00e0i \u0111\u1eb7t c\u00e1c \u1ee9ng d\u1ee5ng tr\u00ean PC. Nh\u1edd \u0111\u00f3, h\u1ecd s\u1ebd \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m m\u1ed9t c\u1ea3m gi\u00e1c r\u1ea5t kh\u00e1c bi\u1ec7t khi c\u00f4ng c\u1ee5 chat tr\u1ef1c tuy\u1ebfn c\u1ee7a ch\u00fang t\u00f4i s\u1ebd b\u1eaft \u0111\u1ea7u ho\u1ea1t \u0111\u1ed9ng, s\u1eb5n s\u00e0ng nh\u1eadn cu\u1ed9c tr\u00f2 chuy\u1ec7n t\u1eeb kh\u00e1ch h\u00e0ng ngay khi b\u1eadt m\u00e1y t\u00ednh.<\/p>\n

2. X\u00e1c \u0111\u1ecbnh\u00a0\u201c\u0111i\u1ec3m \u0111au\u201d c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1<\/h3>\n

Khi kh\u00e1ch h\u00e0ng \u0111\u00e3 c\u00f3 s\u1ef1 g\u1eafn k\u1ebft v\u1edbi c\u00e1c s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5, ch\u1eafc ch\u1eafn s\u1ebd\u00a0c\u00f3 r\u1ea5t nhi\u1ec1u v\u1ea5n \u0111\u1ec1 s\u1ebd th\u01b0\u1eddng xuy\u00ean ph\u00e1t sinh. N\u1ebfu nh\u1eefng kh\u00f3 kh\u0103n t\u1ed3n t\u1ea1i m\u00e0 ch\u01b0a \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft tri\u1ec7t \u0111\u1ec3, n\u00f3\u00a0c\u00f3 th\u1ec3 th\u00f4i th\u00fac kh\u00e1ch h\u00e0ng b\u1ecf \u0111i nhanh ch\u00f3ng.<\/p>\n

B\u1ea1n c\u1ea7n ph\u1ea3i x\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c \u201c\u0111i\u1ec3m \u0111au\u201d c\u1ee7a kh\u00e1ch h\u00e0ng\u00a0\u0111\u1ec3 gi\u1ea3i quy\u1ebft d\u1ee9t \u0111i\u1ec3m tr\u01b0\u1edbc khi h\u1ecd\u00a0b\u1eaft \u0111\u1ea7u ngh\u0129 t\u1edbi vi\u1ec7c\u00a0l\u1ef1a ch\u1ecdn \u0111\u1ed1i th\u1ee7 c\u1ee7a m\u00ecnh. B\u1ea1n c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1c cu\u1ed9c \u0111i\u1ec1u tra hay gi\u00e1m s\u00e1t kh\u00e1ch h\u00e0ng trong su\u1ed1t qu\u00e1 tr\u00ecnh s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 \u0111\u1ec3 t\u00ecm ra nh\u1eefng v\u01b0\u1edbng m\u1eafc m\u00e0 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i.<\/p>\n

R\u1ea5t hi\u1ebfm khi kh\u00e1ch h\u00e0ng \u0111\u1ed9t ng\u1ed9t b\u1ecf \u0111i. Ch\u00ednh v\u00ec th\u1ebf, b\u1ea1n c\u1ea7n ph\u1ea3i t\u00ecm ki\u1ebfm c\u00e1c t\u00edn hi\u1ec7u th\u01b0\u1eddng xuy\u00ean \u0111\u1ec3 c\u00f3 c\u01a1 h\u1ed9i \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 tr\u01b0\u1edbc khi \u0111\u00e3 qu\u00e1 mu\u1ed9n.<\/p>\n

3. S\u1eed d\u1ee5ng NPS \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng<\/h3>\n
\"\u0110\u00e1nh<\/p>\n

\u0110\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng ch\u1ec9 s\u1ed1 NPS<\/p>\n<\/div>\n

Net Promoter Score \u2013 NPS l\u00e0 ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u1ec3 t\u00ednh to\u00e1n \u0111\u01b0\u1ee3c ch\u1ec9 s\u1ed1 n\u00e0y, doanh nghi\u1ec7p s\u1ebd d\u1ef1a v\u00e0o b\u1ea3n kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng v\u1edbi 2 c\u00e2u h\u1ecfi r\u1ea5t quan tr\u1ecdng:<\/p>\n

    \n
  • B\u1ea1n s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i t\u1edbi b\u1ea1n b\u00e8 v\u00e0 \u0111\u1ed3ng nghi\u1ec7p v\u1edbi s\u1ed1 \u0111i\u1ec3m bao nhi\u00eau tr\u00ean thang t\u1eeb 0 \u2013 10?<\/li>\n
  • L\u00fd do t\u1ea1i sao?<\/li>\n<\/ul>\n

    T\u00f9y v\u00e0o s\u1ed1 \u0111i\u1ec3m, kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh \u1edf c\u00e1c nh\u00f3m:<\/p>\n

      \n
    • Promoters (9 \u2013 10 \u0111i\u1ec3m):<\/strong> L\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng r\u1ea5t h\u1ea1nh ph\u00fac v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty b\u1ea1n. H\u1ecd s\u1ebd l\u00e0 ngu\u1ed3n kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u00e0 gi\u00fap doanh nghi\u1ec7p b\u1ea1n m\u1edf r\u1ed9ng danh s\u00e1ch kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 b\u1ea1n b\u00e8 \/ ng\u01b0\u1eddi th\u00e2n c\u1ee7a h\u1ecd.<\/li>\n
    • Passives (7 \u2013 8 \u0111i\u1ec3m):<\/strong> L\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng t\u01b0\u01a1ng \u0111\u1ed1i do c\u00f2n t\u1ed3n t\u1ea1i nh\u1eefng \u0111i\u1ec3m ch\u01b0a tho\u1ea3 m\u00e3n. H\u1ecd c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng chuy\u1ec3n \u0111\u1ed5i sang s\u1ea3n ph\u1ea9m \/ d\u1ecbch v\u1ee5 c\u1ee7a \u0111\u1ed1i th\u1ee7.<\/li>\n
    • Detractors (d\u01b0\u1edbi 6 \u0111i\u1ec3m):<\/strong> Lu\u00f4n l\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng b\u1ecf \u0111i\u00a0v\u00e0 kh\u00f4ng ng\u1ea7n ng\u1ea1i lan truy\u1ec1n nh\u1eefng b\u00ecnh lu\u1eadn\u00a0l\u00e0m \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n.<\/li>\n<\/ul>\n

      \u0110o l\u01b0\u1eddng k\u1ebft qu\u1ea3: Ch\u1ec9 s\u1ed1 NPS = %Promoters \u2013 %Detractors. V\u00ed d\u1ee5: Kh\u1ea3o s\u00e1t 20 kh\u00e1ch h\u00e0ng, trong \u0111\u00f3 c\u00f3 10 promoters (50%) , 5 passives (25%) v\u00e0 5 detractors (25%), ch\u1ec9 s\u1ed1 NPS = 50% \u2013 25% = 25%<\/p>\n

      M\u1ed9t khi b\u1ea1n x\u00e1c \u0111\u1ecbnh v\u1ecb tr\u00ed t\u1eebng nh\u00f3m \u0111\u1ed1i t\u01b0\u1ee3ng, b\u1ea1n c\u0169ng n\u00ean ki\u1ec3m tra nh\u1eefng l\u00fd do khi\u1ebfn h\u1ecd l\u1ef1a ch\u1ecdn nh\u01b0 v\u1eady. N\u1ebfu bi\u1ebft t\u1eadn d\u1ee5ng, \u0111\u00e2y ch\u00ednh l\u00e0 \u201cm\u1ecf v\u00e0ng\u201d nh\u1eefng \u00fd t\u01b0\u1edfng cho b\u1ea1n \u0111\u1ec3 c\u1ea3i thi\u1ec7n m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng.<\/p>\n

      4. Kh\u1edfi \u0111\u1ed9ng ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng trung th\u00e0nh ngay t\u1eeb \u0111\u1ea7u<\/h3>\n

      H\u00e3y x\u00e1c \u0111\u1ecbnh th\u1eddi \u0111i\u1ec3m kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u k\u1ebft n\u1ed1i v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n v\u00e0 k\u00eau g\u1ecdi h\u1ecd gia nh\u1eadp ch\u01b0\u01a1ng tr\u00ecnh tri \u00e2n ngay t\u1eeb nh\u1eefng giao d\u1ecbch \u0111\u1ea7u ti\u00ean. B\u1eb1ng c\u00e1ch n\u00e0y, kh\u00e1ch h\u00e0ng s\u1ebd \u00fd th\u1ee9c t\u1ed1t h\u01a1n v\u1ec1 vi\u1ec7c t\u00edch l\u0169y \u0111i\u1ec3m ngay t\u1eeb \u0111\u1ea7u. H\u01a1n n\u1eefa, n\u1ebfu kh\u00e1ch h\u00e0ng c\u00f3 \u00fd \u0111\u1ecbnh r\u1eddi b\u1ecf doanh nghi\u1ec7p c\u1ee7a b\u1ea1n, m\u1ee9c \u01b0u \u0111\u00e3i\/\u0111i\u1ec3m t\u00edch l\u0169y \u0111\u01b0\u1ee3c c\u0169ng l\u00e0 y\u1ebfu t\u1ed1 \u201cgi\u1eef ch\u00e2n\u201d h\u1ecd.<\/p>\n

      C\u00e1c ch\u01b0\u01a1ng tr\u00ecnh \u01b0u \u0111\u00e3i, tri \u00e2n sau mua c\u0169ng c\u1ea7n ph\u1ea3i \u0111\u01b0\u1ee3c duy tr\u00ec. Nh\u1eefng h\u00e0nh \u0111\u1ed9ng nh\u1ecf nh\u01b0 g\u1eedi th\u01b0, qu\u00e0 ch\u00fac m\u1eebng nh\u00e2n d\u1ecbp sinh nh\u1eadt, ng\u00e0y l\u1ec5 \u0111\u1eb7c bi\u1ec7t\u2026 c\u1ea7n ph\u1ea3i \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n th\u01b0\u1eddng xuy\u00ean nh\u01b0 m\u1ed9t s\u1ef1 g\u1ee3i nh\u1eafc th\u01b0\u01a1ng hi\u1ec7u, thay v\u00ec ch\u1ec9 \u1edf m\u1ed9t th\u1eddi \u0111i\u1ec3m ngay sau khi mua h\u00e0ng.<\/p>\n

      5. Ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng \u0111\u00e3 b\u1ecf \u0111i<\/h3>\n

      Ngay c\u1ea3 khi m\u1ed9t kh\u00e1ch h\u00e0ng \u0111\u00e3 r\u1eddi \u0111i, b\u1ea1n n\u00ean c\u1ed1 g\u1eafng t\u00ecm hi\u1ec3u sai l\u1ea7m c\u1ee7a m\u00ecnh l\u00e0 g\u00ec \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng \u1edf t\u00ecnh hu\u1ed1ng t\u01b0\u01a1ng t\u1ef1 trong t\u01b0\u01a1ng lai. H\u1ecd c\u00f3 th\u1ec3 kh\u00f4ng tr\u1ea3 ti\u1ec1n cho b\u1ea1n n\u1eefa, nh\u01b0ng h\u1ecd v\u1eabn \u0111em l\u1ea1i gi\u00e1 tr\u1ecb cho c\u00f4ng ty c\u1ee7a b\u1ea1n n\u1ebfu nh\u01b0 b\u1ea1n b\u1ed5 sung nh\u1eefng h\u00ecnh th\u1ee9c kinh doanh th\u00f4ng minh kh\u00e1c.<\/p>\n

      C\u0169ng gi\u1ed1ng nh\u01b0 \u0111i\u1ec1u tra NPS, b\u1ea1n c\u1ea7n ph\u1ea3i t\u00ecm hi\u1ec3u l\u00fd do g\u00ec \u0111\u00e3 khi\u1ebfn kh\u00e1ch h\u00e0ng b\u1ecf \u0111i. M\u1ed9t email ng\u1eafn g\u1ecdn c\u00f3 th\u1ec3 \u0111\u00e3 hi\u1ec7u qu\u1ea3, nh\u01b0ng n\u1ebfu c\u00f3 th\u1ec3 li\u00ean h\u1ec7 tr\u1ef1c ti\u1ebfp khi kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng, s\u1ef1 kh\u00e1c bi\u1ec7t l\u00e0 ch\u1eafc ch\u1eafn. B\u1ea1n n\u00ean t\u00ecm hi\u1ec3u l\u00fd do t\u1ea1i sao b\u1ecf \u0111i, ki\u1ec3m tra nh\u1eefng t\u00ecnh hu\u1ed1ng t\u01b0\u01a1ng t\u1ef1 v\u00e0 s\u1eeda ch\u1eefa c\u00e0ng s\u1edbm c\u00e0ng t\u1ed1t.<\/p>\n

      \u0110\u1eebng \u0111\u1ec3 m\u1ea5t b\u00f2 m\u1edbi lo l\u00e0m chu\u1ed3ng<\/h2>\n

      Qu\u00e1 t\u1eadp trung v\u00e0o vi\u1ec7c thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi c\u00f3 th\u1ec3 khi\u1ebfn b\u1ea1n r\u01a1i v\u00e0o c\u1ea3m gi\u00e1c nghi ng\u1edd khi m\u00e0 danh s\u00e1ch kh\u00e1ch h\u00e0ng v\u1eabn \u0111\u01b0\u1ee3c b\u1ed5 sung h\u00e0ng tr\u0103m ng\u01b0\u1eddi m\u1edbi m\u1ed7i th\u00e1ng nh\u01b0ng d\u01b0\u1eddng nh\u01b0 doanh thu kh\u00f4ng t\u0103ng \u0111\u00e1ng k\u1ec3.<\/p>\n

      B\u1ea1n c\u00f3 th\u1ec3 hi sinh m\u1ed9t ch\u00fat th\u1eddi gian v\u00e0 ngu\u1ed3n l\u1ef1c c\u1ee7a m\u00ecnh v\u00e0o vi\u1ec7c duy tr\u00ec kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i. \u0110\u1ed3ng th\u1eddi h\u00e3y c\u00e2n nh\u1eafc t\u1edbi k\u1ebft qu\u1ea3 nghi\u00ean c\u1ee9u c\u1ee7a Garner: 80% thu nh\u1eadp c\u1ee7a doanh nghi\u1ec7p l\u1ea1i \u0111\u1ebfn t\u1eeb 20% kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i.<\/p>\n

      B\u1ea1n \u0111\u00e3 t\u1eebng \u00e1p d\u1ee5ng b\u1ea5t k\u1ef3 chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng trong doanh nghi\u1ec7p? H\u00e3y chia s\u1ebb tr\u1ea3i nghi\u1ec7m v\u1edbi Masterskills nh\u00e9!<\/p>\n

      B\u00e0i li\u00ean quan:<\/em><\/p>\n

        \n
      • Kh\u00e1ch h\u00e0ng trung th\u00e0nh \u2013 ch\u00eca kh\u00f3a th\u00e0nh c\u00f4ng cho c\u00e1c doanh nghi\u1ec7p nh\u1ecf<\/em><\/li>\n
      • X\u00e2y d\u1ef1ng t\u1eadp kh\u00e1ch h\u00e0ng trung th\u00e0nh: L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 thu h\u00fat s\u1ef1 ch\u00fa \u00fd<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

        \u0110\u00e3 bao gi\u1edd b\u1ea1n th\u1eed \u0111o \u0111\u1ebfm kh\u1ed1i l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c ph\u1ea3i th\u1ef1c hi\u1ec7n v\u00e0 ngu\u1ed3n l\u1ef1c ph\u1ea3i b\u1ecf ra \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi? Li\u1ec7u \u0111\u1ea7u t\u01b0 cho vi\u1ec7c gi\u1eef kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i th\u00f4ng qua chi\u1ebfn l\u01b0\u1ee3c kh\u00e1ch h\u00e0ng trung th\u00e0nh\u00a0c\u00f3 hi\u1ec7u qu\u1ea3 h\u01a1n? Kh\u00e1ch h\u00e0ng trung th\u00e0nh l\u00e0 g\u00ec? V\u00ec sao r\u1ea5t nhi\u1ec1u kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i mu\u1ed1n b\u1ecf \u0111i nh\u01b0ng ch\u1ec9 c\u1ea7n quan t\u00e2m h\u01a1n m\u1ed9t ch\u00fat h\u1ecd s\u1ebd quy\u1ebft \u0111\u1ecbnh \u1edf l\u1ea1i.<\/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\/53674"}],"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=53674"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53674\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53674"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53674"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53674"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}