{"id":53736,"date":"2023-12-20T08:32:50","date_gmt":"2023-12-20T01:32:50","guid":{"rendered":"https:\/\/masterskills.org\/blog\/theo-chan-hanh-trinh-cua-khach-hang-de-toi-uu-hoa-trai-nghiem.html"},"modified":"2023-12-20T09:08:48","modified_gmt":"2023-12-20T02:08:48","slug":"theo-chan-hanh-trinh-cua-khach-hang-de-toi-uu-hoa-trai-nghiem","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/theo-chan-hanh-trinh-cua-khach-hang-de-toi-uu-hoa-trai-nghiem.html","title":{"rendered":"Theo ch\u00e2n h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m"},"content":{"rendered":"<div id=\"test\">\n<p>Ng\u00e0y nay, marketing \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c b\u1ea1n ph\u1ea3i c\u00f3 m\u1ed9t m\u1ed1i li\u00ean k\u1ebft c\u00f3 t\u00ednh c\u00e1 nh\u00e2n \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng. Tr\u01b0\u1edbc \u0111\u00e2y, qu\u1ea3ng c\u00e1o v\u00e0 marketing th\u01b0\u1eddng ch\u1ec9 d\u1ef1a tr\u00ean nh\u1eefng d\u1eef li\u1ec7u nh\u00e2n kh\u1ea9u h\u1ecdc, \u0111i\u1ec1u n\u00e0y kh\u00f4ng th\u1ef1c s\u1ef1 \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c m\u1ee5c \u0111\u00edch tr\u00ean.<\/p>\n<p>V\u1edbi nh\u1eefng c\u00f4ng c\u1ee5 hi\u1ec7n \u0111\u1ea1i h\u01a1n v\u00e0 ngu\u1ed3n th\u00f4ng tin t\u1ed1t h\u01a1n, tr\u01b0\u1edbc khi b\u1eaft tay v\u00e0o m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c kinh doanh, c\u00e1c c\u00f4ng ty gi\u1edd \u0111\u00e2y c\u00f3 th\u1ec3 v\u1ea1ch ra m\u1ed9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey map) ch\u00ednh x\u00e1c. \u0110i\u1ec1u n\u00e0y s\u1ebd gi\u00fap h\u1ecd c\u00f3 th\u1ec3 tri\u1ec3n khai ho\u1ea1t \u0111\u1ed9ng ti\u1ebfp th\u1ecb tr\u1ef1c ti\u1ebfp v\u00e0 ti\u1ebfp th\u1ecb l\u1ea1i \u1edf nh\u1eefng n\u01a1i c\u00f3 nhi\u1ec1u \u1ea3nh h\u01b0\u1edfng nh\u1ea5t.<\/p>\n<div id=\"attachment_8206\" class=\"wp-caption aligncenter\" style=\"width: 660px;\">\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-8206\" title=\"journey-82\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/journey-82.jpg\" alt=\"journey-82\" width=\"650\" height=\"366\" \/><\/p>\n<p class=\"wp-caption-text\">Kh\u00e1ch h\u00e0ng kh\u00f4ng mua s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n ngay m\u00e0 s\u1ebd th\u00f4ng qua m\u1ed9t ch\u1eb7ng \u0111\u01b0\u1eddng d\u00e0i ng\u1eafn kh\u00e1c nhau<\/p>\n<\/div>\n<p>T\u1ea1i sao ch\u00fang ta l\u1ea1i c\u00f3 xu h\u01b0\u1edbng t\u1eadp trung nhi\u1ec1u v\u00e0o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng? C\u00f3 ph\u1ea3i b\u1ea1n ngh\u0129 r\u1eb1ng m\u1ed9t s\u1ea3n ph\u1ea9m tuy\u1ec7t v\u1eddi s\u1ebd t\u1ef1 n\u00f3 ch\u1ee9ng minh \u0111\u01b0\u1ee3c ch\u1ea5t l\u01b0\u1ee3ng b\u1ea5t k\u1ec3 c\u00f4ng ty l\u00e0m marketing nh\u01b0 th\u1ebf n\u00e0o hay ti\u1ebfp c\u1eadn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ra sao? Tuy nhi\u00ean, \u0111i\u1ec1u n\u00e0y kh\u00f4ng th\u1ef1c s\u1ef1 \u0111\u00fang.<\/p>\n<p>Nh\u1eefng s\u1ea3n ph\u1ea9m v\u01b0\u1ee3t tr\u1ed9i th\u01b0\u1eddng ph\u1ea3i \u0111i m\u1ed9t h\u00e0nh tr\u00ecnh r\u1ea5t xa m\u1edbi c\u00f3 th\u1ec3 th\u1ecfa m\u00e3n \u0111\u01b0\u1ee3c\u00a0kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 c\u00f3 \u0111\u01b0\u1ee3c l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. Kh\u00e1ch h\u00e0ng ng\u00e0y nay th\u01b0\u1eddng ph\u1ea3i l\u1ef1a ch\u1ecdn gi\u1eefa nhi\u1ec1u nh\u00e0 cung c\u1ea5p trong c\u00f9ng m\u1ed9t m\u1eb7t h\u00e0ng, do \u0111\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec1u duy nh\u1ea5t khi\u1ebfn m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u v\u01b0\u1ee3t l\u00ean tr\u00ean \u0111\u1ed1i th\u1ee7 tr\u00ean th\u1ecb tr\u01b0\u1eddng c\u1ea1nh tranh ng\u00e0y m\u1ed9t kh\u1ed1c li\u1ec7t.<\/p>\n<p>V\u00ed d\u1ee5, m\u1ecdi ng\u01b0\u1eddi th\u01b0\u1eddng th\u00edch nh\u1eefng chu\u1ed7i c\u1eeda h\u00e0ng \u0111\u1ed3 \u0103n nhanh hay c\u1eeda h\u00e0ng t\u1ea1p h\u00f3a b\u1edfi c\u1ea3m gi\u00e1c h\u00e0i l\u00f2ng khi mua s\u1eafm t\u1ea1i \u0111\u00f3. B\u1ea1n ch\u1ecdn KFC thay v\u00ec Lotteria, b\u1ea1n g\u1eadt \u0111\u1ea7u tr\u01b0\u1edbc Circle K thay cho Shop&amp;Go kh\u00f4ng ho\u00e0n to\u00e0n l\u00e0 do ch\u1ea5t l\u01b0\u1ee3ng \u1edf Lotteria hay Circle K t\u1ed1t h\u01a1n m\u00e0 v\u00ec b\u1ea1n c\u1ea3m th\u1ea5y \u01b0ng \u00fd khi mua \u0111\u1ed3 t\u1ea1i nh\u1eefng n\u01a1i n\u00e0y h\u01a1n. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c c\u00f3 th\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng r\u00fat v\u00ed d\u1ec5 d\u00e0ng h\u01a1n ngay c\u1ea3 khi gi\u00e1 c\u1ea3 nh\u1ec9nh h\u01a1n ch\u00fat \u0111\u1ec9nh. \u201cKh\u00e1ch h\u00e0ng l\u00e0 th\u01b0\u1ee3ng \u0111\u1ebf\u201d v\u00e0 nhi\u1ec7m v\u1ee5 c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u l\u00e0 ph\u1ea3i l\u00e0m sao \u0111\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y ti\u00eau ch\u00ed n\u00e0y l\u00e0 \u0111\u00fang thay v\u00ec ng\u01b0\u1ee3c l\u1ea1i.<\/p>\n<div id=\"attachment_8207\" class=\"wp-caption aligncenter\" style=\"width: 660px;\">\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-8207\" title=\"Customer-Feedaback-1\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/Customer-Feedaback-1.png\" alt=\"Customer-Feedaback\" width=\"650\" height=\"650\" \/><\/p>\n<p class=\"wp-caption-text\">B\u1ea1n \u0111\u00e3 l\u1eafng nghe kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh ch\u01b0a?<\/p>\n<\/div>\n<p>N\u1ebfu b\u1ea1n c\u00f3 th\u1ec3 \u0111em t\u1edbi\u00a0tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o, kh\u00e1ch h\u00e0ng c\u00f2n c\u00f3 th\u1ec3 l\u00e0m marketing thay b\u1ea1n. Trong tr\u01b0\u1eddng h\u1ee3p b\u1ea1n hi\u1ec3u c\u00e1ch kh\u00e1ch h\u00e0ng t\u00ecm \u0111\u1ebfn b\u1ea1n, s\u1ebd d\u1ec5 d\u00e0ng h\u01a1n r\u1ea5t nhi\u1ec1u \u0111\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1c ho\u1ea1t \u0111\u1ed9ng marketing c\u00f3 hi\u1ec7u qu\u1ea3 thu h\u00fat nh\u1eefng ng\u01b0\u1eddi xung quanh h\u1ecd thay v\u00ec ch\u1ec9 d\u1ef1a tr\u00ean nh\u1eefng ph\u1ecfng \u0111o\u00e1n c\u1ea3m t\u00ednh. \u0110\u1ea7u t\u01b0 v\u00e0o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 c\u00e1ch \u0111\u1ea7u t\u01b0 kh\u00f4ng bao gi\u1edd l\u1ed7.<\/p>\n<h2 id=\"1-lap-ban-do-hanh-trinh-khach-hang\">L\u1eadp b\u1ea3n \u0111\u1ed3\u00a0h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/h2>\n<p>H\u00e3y b\u1eaft\u00a0\u0111\u1ea7u v\u1edbi nh\u1eefng g\u00ec b\u1ea1n bi\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng \u1edf\u00a0th\u1eddi \u0111i\u1ec3m hi\u1ec7n t\u1ea1i, v\u00e0 quay ng\u01b0\u1ee3c tr\u1edf l\u1ea1i \u0111\u1ec3 hi\u1ec3u v\u1ec1 nh\u1eefng \u0111i\u1ec1u \u0111\u00e3\u00a0th\u00fac \u0111\u1ea9y kh\u00e1ch h\u00e0ng h\u00e0nh \u0111\u1ed9ng, l\u00ean k\u1ebf ho\u1ea1ch, kh\u00e1m ph\u00e1\u00a0\u201c\u0111i\u1ec3m \u0111au\u201d c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1ch \u0111\u1ec3 ch\u1ea1m v\u00e0o \u0111\u00f3. B\u1ea1n c\u00f3 th\u1ec3 h\u1ec7 th\u1ed1ng h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng theo nhi\u1ec1u c\u00e1ch nh\u01b0ng c\u00e1c\u00a0b\u01b0\u1edbc c\u01a1 b\u1ea3n c\u1ea7n c\u00f3 l\u00e0:<\/p>\n<ul>\n<li><strong>Ph\u00e1c th\u1ea3o t\u00ednh c\u00e1ch kh\u00e1ch h\u00e0ng.<\/strong> Tr\u01b0\u1edbc khi b\u1eaft tay v\u00e0o th\u1ef1c hi\u1ec7n b\u1eaft c\u1ee9 chi\u1ebfn d\u1ecbch marketing n\u00e0o, h\u00e3y ch\u1eafc ch\u1eafn r\u1eb1ng b\u1ea1n \u0111\u00e3 c\u00f3 n\u1ec1n t\u1ea3ng hi\u1ec3u bi\u1ebft nh\u1ea5t \u0111\u1ecbnh v\u1ec1\u00a0kh\u00e1ch h\u00e0ng. B\u1ea1n c\u00f3 th\u1ec3 ch\u1ec9 ra 3 \u0111\u1ebfn 5 \u0111i\u1ec3m t\u00ednh c\u00e1ch v\u00e0 phong c\u00e1ch ph\u00f9 h\u1ee3p cho th\u1ecb tr\u01b0\u1eddng kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau hay kh\u00f4ng? Nh\u1eefng n\u00e9t ph\u00e1c th\u1ea3o n\u00e0y n\u00ean bao g\u1ed3m c\u1ea3 v\u1ec1 kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i l\u1eabn kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng.<\/li>\n<li><strong>C\u00e2n nh\u1eafc m\u1ee9c \u0111\u1ed9 ti\u1ebfp c\u1eadn th\u1ecb tr\u01b0\u1eddng.<\/strong> H\u00e3y b\u1eaft \u0111\u1ea7u v\u1ebd m\u1ed9t b\u1ea3n \u0111\u1ed3 tr\u1ef1c quan v\u1ec1 m\u1ed7i \u0111i\u1ec3m ti\u1ebfp c\u1eadn b\u1ea1n s\u1ebd l\u00e0m v\u1edbi m\u1ed7i kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau, bao g\u1ed3m c\u00e1c b\u1ea3ng x\u1ebfp h\u1ea1ng, m\u1ea1ng x\u00e3 h\u1ed9i, nh\u1eefng ng\u01b0\u1eddi c\u00f3 \u1ea3nh h\u01b0\u1edfng v\u00e0 c\u00e1c th\u01b0\u01a1ng hi\u1ec7u th\u00e0nh c\u00f4ng, landing page, call-to-action, c\u00e1c \u0111\u1ecba ch\u1ec9 b\u00ean th\u1ee9 3 v\u00e0 nh\u1eefng n\u01a1i m\u00e0 b\u1ea1n ngh\u0129 r\u1eb1ng kh\u00e1ch h\u00e0ng s\u1ebd t\u01b0\u01a1ng t\u00e1c v\u1edbi thu\u01a1ng hi\u1ec7u. B\u1ea1n s\u1ebd c\u1ea7n \u0111\u1ebfn vi\u1ec7c chu\u1ea9n h\u00f3a c\u00e1ch th\u1ee9c li\u00ean h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u00e0 v\u1ecb tr\u00ed\u00a0c\u00e1c \u201c\u0111i\u1ec3m ch\u1ea1m\u201d (touch point) n\u00e0y trong\u00a0qu\u00e1 tr\u00ecnh\u00a0mua s\u1eafm.<\/li>\n<\/ul>\n<div id=\"attachment_8208\" class=\"wp-caption aligncenter\" style=\"width: 660px;\">\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-8208\" title=\"maps\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/maps.jpg\" alt=\"maps\" width=\"650\" height=\"437\" \/><\/p>\n<p class=\"wp-caption-text\">V\u00ed d\u1ee5 v\u1ec1 b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n<ul>\n<li><strong>V\u1ebd b\u1ea3n \u0111\u1ed3 c\u00e1c \u0111i\u1ec3m ch\u1ea1m.<\/strong> H\u00e3y d\u00e0nh th\u1eddi gian \u0111\u1ec3 th\u1ed1ng k\u00ea l\u1ea1i t\u1ed5ng s\u1ed1 l\u01b0\u1ee3t gh\u00e9 th\u0103m, s\u1ed1 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u00e0 kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i m\u00e0 b\u1ea1n c\u00f3 \u0111\u01b0\u1ee3c t\u1eeb m\u1ed7i k\u00eanh trong su\u1ed1t h\u00e0nh tr\u00ecnh mua s\u1eafm c\u1ee7a h\u1ecd. Sau \u0111\u00f3, b\u1ea1n c\u1ea7n th\u00eam nh\u1eefng ph\u00e2n t\u00edch s\u00e2u h\u01a1n v\u1ec1 m\u1ed7i \u0111i\u1ec3m ch\u1ea1m n\u00e0y \u0111\u1ec3 c\u00f3 m\u1ed9t b\u1ee9c tranh to\u00e0n di\u1ec7n h\u01a1n v\u1ec1 nh\u1eefng n\u01a1i b\u1ea1n th\u00e0nh c\u00f4ng trong vi\u1ec7c b\u00e1n h\u00e0ng v\u00e0 ng\u01b0\u1ee3c l\u1ea1i. Nh\u1edb in \u0111\u1eadm nh\u1eefng \u201c\u0111i\u1ec3m \u0111au\u201d (pain point) c\u1ee7a kh\u00e1ch h\u00e0ng trong b\u1ea3n \u0111\u1ed3 n\u00e0y v\u1edbi m\u1ed7i ph\u00e1c th\u1ea3o ch\u00e2n dung kh\u00e1ch h\u00e0ng kh\u00e1c nhau.<\/li>\n<li><strong>Nh\u1eadn d\u1ea1ng \u0111i\u1ec3m h\u00e0nh \u0111\u1ed9ng.<\/strong> H\u00e3y s\u1eed d\u1ee5ng b\u1ea3n \u0111\u1ed3 n\u00e0y \u0111\u1ec3 ph\u1ecfng \u0111o\u00e1n v\u1ec1 c\u00e1c khu v\u1ef1c hay c\u00e1c \u0111i\u1ec3m ch\u1ea1m n\u01a1i m\u00e0 kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng quy\u1ebft \u0111\u1ecbnh mua s\u1eafm nh\u1ea5t. N\u1ebfu b\u1ea1n th\u1eadt s\u1ef1 mu\u1ed1n c\u00f3 \u0111\u01b0\u1ee3c insight kh\u00e1ch h\u00e0ng, h\u00e3y x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111\u1ecba \u0111i\u1ec3m khi\u1ebfn kh\u00e1ch h\u00e0ng c\u0169 quay tr\u1edf l\u1ea1i v\u00e0 nh\u1eefng \u0111i\u1ec3m ch\u1ea1m t\u1ea1o ra nhi\u1ec1u t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i. Nh\u1eefng \u0111\u1ecba ch\u1ec9 n\u00e0y l\u00e0 n\u01a1i b\u1ea1n c\u00f3 th\u1ec3 khu\u1ebfch tr\u01b0\u01a1ng \u1ea3nh h\u01b0\u1edfng v\u00e0 t\u0103ng ROI.<\/li>\n<li><strong>\u0110\u1ed1i chi\u1ebfu c\u00e1c b\u1ea3n \u0111\u1ed3.<\/strong> B\u1ea1n c\u1ea7n ch\u00fa \u00fd so s\u00e1nh c\u00e1c b\u1ea3n \u0111\u1ed3 v\u1edbi c\u00e1c \u0111\u1eb7c tr\u01b0ng kh\u00e1ch h\u00e0ng kh\u00e1c nhau, r\u00fat ra nguy\u00ean nh\u00e2n c\u1ee7a s\u1ef1 chuy\u1ec3n \u0111\u1ed5i th\u00e0nh c\u00f4ng. L\u00fac n\u00e0y, b\u1ea1n \u0111\u00e3 bi\u1ebft \u0111\u1ef1c c\u00e1ch \u0111\u1ec3 ph\u00e1t huy \u0111i\u1ec3m\u00a0m\u1ea1nh v\u00e0 ch\u1ebf ng\u1ef1 c\u00e1c \u0111i\u1ec3m y\u1ebfu.<\/li>\n<\/ul>\n<p>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng bao g\u1ed3m t\u00e2m l\u00fd h\u1ecdc v\u00e0 c\u1ea3m x\u00fac trong qu\u00e1 tr\u00ecnh mua s\u1eafm ch\u1ee9 kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n thu\u1ed9c v\u1ec1 l\u00fd tr\u00ed. C\u1ea3i thi\u1ec7n c\u1ea3m x\u00fac s\u1ebd gi\u00fap cho kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m cu\u1ed1i c\u00f9ng t\u1ed1t h\u01a1n v\u00e0 r\u1ea5t c\u00f3 th\u1ec3 b\u1ea1n s\u1ebd kh\u00e1m ph\u00e1 \u0111\u01b0\u1ee3c nh\u1eefng kh\u00eda c\u1ea1nh kh\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng ch\u01b0a t\u1eebng \u0111\u01b0\u1ee3c bi\u1ebft \u0111\u1ebfn tr\u01b0\u1edbc \u0111\u00f3.<\/p>\n<p>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng n\u00f3i chung v\u00e0 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng n\u00f3i ri\u00eang \u0111\u00f2i h\u1ecfi b\u1ea1n ph\u1ea3i d\u00e0nh th\u1eddi gian nghi\u00ean c\u1ee9u v\u00e0 n\u1eafm b\u1eaft. Ch\u1ec9 \u0111\u1ebfn khi b\u1ea1n th\u1ea5u hi\u1ec3u \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng, b\u1ea1n m\u1edbi c\u00f3 th\u1ec3 \u0111\u1ea1t th\u00e0nh c\u00f4ng v\u1ec1 m\u1eb7t doanh thu v\u00e0 n\u00e2ng cao s\u1ee9c \u1ea3nh h\u01b0\u1edfng c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n<p style=\"text-align: right;\"><em>Theo Curati<\/em><\/p>\n<p><em>B\u00e0i li\u00ean quan:<\/em><\/p>\n<ul>\n<li><em>L\u00f2ng tin c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0m n\u00ean s\u1ee9c m\u1ea1nh th\u01b0\u01a1ng hi\u1ec7u<\/em><\/li>\n<li><em>D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng: V\u1ea5n \u0111\u1ec1 \u201cs\u1ed1ng c\u00f2n\u201d c\u1ee7a m\u1ecdi doanh nghi\u1ec7p<\/em><\/li>\n<li><em>Chi\u1ebfn l\u01b0\u1ee3c gia t\u0103ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>V\u1edbi nh\u1eefng c\u00f4ng c\u1ee5 hi\u1ec7n \u0111\u1ea1i h\u01a1n v\u00e0 ngu\u1ed3n th\u00f4ng tin t\u1ed1t h\u01a1n, tr\u01b0\u1edbc khi b\u1eaft tay v\u00e0o m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c kinh doanh, c\u00e1c c\u00f4ng ty gi\u1edd \u0111\u00e2y c\u00f3 th\u1ec3 v\u1ea1ch ra m\u1ed9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey map) ch\u00ednh x\u00e1c. \u0110i\u1ec1u n\u00e0y s\u1ebd gi\u00fap h\u1ecd c\u00f3 th\u1ec3 tri\u1ec3n khai ho\u1ea1t \u0111\u1ed9ng ti\u1ebfp th\u1ecb tr\u1ef1c ti\u1ebfp v\u00e0 ti\u1ebfp th\u1ecb l\u1ea1i \u1edf nh\u1eefng n\u01a1i c\u00f3 nhi\u1ec1u \u1ea3nh h\u01b0\u1edfng nh\u1ea5t.<\/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\/53736"}],"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=53736"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53736\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53736"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53736"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53736"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}