{"id":54047,"date":"2023-12-20T09:49:37","date_gmt":"2023-12-20T02:49:37","guid":{"rendered":"https:\/\/masterskills.org\/blog\/chien-luoc-giu-chan-khach-hang-hieu-qua.html"},"modified":"2023-12-20T09:49:37","modified_gmt":"2023-12-20T02:49:37","slug":"chien-luoc-giu-chan-khach-hang-hieu-qua","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/chien-luoc-giu-chan-khach-hang-hieu-qua.html","title":{"rendered":"Chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3"},"content":{"rendered":"
\u0110\u1ec3 ph\u00e1t tri\u1ec3n m\u1ed9t doanh nghi\u1ec7p b\u1ec1n v\u1eefng, vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng trung th\u00e0nh l\u00e0 c\u1ef1c k\u1ef3 quan tr\u1ecdng.\u00a0Th\u1ed1ng k\u00ea t\u1eeb\u00a0Tr\u01b0\u1eddng Kinh doanh Havard, khi t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng t\u0103ng 5% th\u00ec l\u1ee3i nhu\u1eadn s\u1ebd t\u0103ng 25-95%.\u00a0Con s\u1ed1 n\u00e0y r\u1ea5t c\u1ea7n \u0111\u01b0\u1ee3c xem x\u00e9t khi \u0111\u00e1nh gi\u00e1 c\u00e1c chi\u1ebfn l\u01b0\u1ee3c duy tr\u00ec s\u1ef1 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng, n\u00f3 qu\u1ea3 th\u1ef1c qu\u00e1 \u1ea5n t\u01b0\u1ee3ng!<\/p>\n

15 ch\u1ec9 d\u1eabn tr\u1ef1c quan tuy\u1ec7t v\u1eddi m\u00e0 Masterskills chia s\u1ebb d\u01b0\u1edbi \u0111\u00e2y s\u1ebd l\u00e0 c\u00e1ch\u00a0gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng trung th\u00e0nh hi\u1ec7u qu\u1ea3 v\u00e0 t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng\u00a0\u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n \u0111\u00e1ng k\u1ec3. B\u1eaft \u0111\u1ea7u nh\u00e9!<\/p>\n

T\u01b0\u01a1ng t\u00e1c<\/h2>\n

1. \u0110\u1ea1i di\u1ec7n cho \u0111i\u1ec1u g\u00ec \u0111\u00f3<\/strong><\/h3>\n

C\u00e1ch nhanh nh\u1ea5t \u0111\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng th\u1edd \u01a1 v\u1edbi b\u1ea1n l\u00e0 kh\u00f4ng \u0111\u1ea1i di\u1ec7n cho \u0111i\u1ec1u g\u00ec c\u1ea3. M\u1ed9t nghi\u00ean c\u1ee9u b\u1edfi Corporate Executive Board v\u1edbi 7.000 kh\u00e1ch h\u00e0ng t\u1eeb kh\u1eafp n\u01b0\u1edbc M\u1ef9 \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng trong s\u1ed1 nh\u1eefng kh\u00e1ch h\u00e0ng n\u00f3i h\u1ecd c\u00f3 m\u1ed9t m\u1ed1i quan h\u1ec7 b\u1ec1n ch\u1eb7t v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u, 64% coi nh\u1eefng gi\u00e1 tr\u1ecb chung l\u00e0 l\u00fd do ch\u00ednh y\u1ebfu. N\u1ebfu b\u1ea1n mu\u1ed1n c\u00f3 nh\u1eefng kh\u00e1ch h\u00e0ng trung th\u00e0nh, b\u1ea1n c\u1ea7n h\u1ecd quan t\u00e2m \u0111\u1ebfn b\u1ea1n\u2026 v\u1eady B\u1ea0N \u0111\u1ea1i di\u1ec7n cho \u0111i\u1ec1u g\u00ec?<\/p>\n

2. T\u1eadn d\u1ee5ng c\u00e1c ki\u1ec3m ch\u1ee9ng x\u00e3 h\u1ed9i (social proof) t\u00edch c\u1ef1c<\/strong><\/h3>\n

Trong khi c\u00e1c ki\u1ec3m ch\u1ee9ng x\u00e3 h\u1ed9i ti\u00eau c\u1ef1c (VD \u201cg\u1ea7n 90% s\u1ed1 website kh\u00f4ng s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m Heatmap\u201d) \u0111\u01b0\u1ee3c ch\u1ee9ng minh l\u00e0 ng\u0103n c\u1ea3n kh\u00e1ch h\u00e0ng h\u01a1n l\u00e0 khuy\u1ebfn kh\u00edch h\u1ecd, r\u1ea5t nhi\u1ec1u nghi\u00ean c\u1ee9u v\u1ec1 \u0111\u1ed9ng l\u1ef1c kh\u00e1ch h\u00e0ng \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng c\u00e1c ki\u1ec3m ch\u1ee9ng x\u00e3 h\u1ed9i t\u00edch c\u1ef1c (VD \u201cH\u00e3y tham gia \u0111\u1ed3ng h\u00e0nh c\u00f9ng 20.000 th\u00e0nh vi\u00ean kh\u00e1c!\u201d) th\u01b0\u1eddng l\u00e0 chi\u1ebfn l\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 nh\u1ea5t \u0111\u1ec3 khi\u1ebfn m\u1ecdi ng\u01b0\u1eddi l\u1eafng nghe b\u1ea1n.<\/p>\n

3. K\u00edch th\u00edch c\u00e1i t\u00f4i c\u00e1 nh\u00e2n c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n

H\u1ea7u h\u1ebft m\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u th\u00edch nh\u1eefng th\u1ee9\u00a0c\u00f3 \u0111i\u1ec3m chung v\u1edbi h\u1ecd. S\u1ef1 thi\u00ean v\u1ecb v\u1ec1 nh\u1eadn th\u1ee9c n\u00e0y \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 v\u1ecb k\u1ef7 m\u1eb7c nhi\u00ean (implicit egotism), v\u00e0 \u0111\u00f3 l\u00e0 v\u1ea5n \u0111\u1ec1 quan tr\u1ecdng c\u1ea7n ghi nh\u1edb khi giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng. \u0110\u1ec3 thu h\u00fat nh\u00f3m kh\u00e1ch h\u00e0ng mong mu\u1ed1n, b\u1ea1n c\u1ea7n x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c r\u00f5 t\u1eebng chi ti\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau c\u1ee7a m\u00ecnh, v\u00e0 \u0111\u01b0a ra m\u1ed9t th\u00f4ng \u0111i\u1ec7p th\u01b0\u01a1ng hi\u1ec7u ph\u00f9 h\u1ee3p ho\u00e0n h\u1ea3o v\u1edbi m\u1ed1i quan t\u00e2m, m\u1ee5c \u0111\u00edch v\u00e0 mong mu\u1ed1n c\u1ee7a h\u1ecd. Vi\u1ec7c ho\u00e0n th\u00e0nh y\u00eau c\u1ea7u c\u00f3 s\u1eb5n n\u00e0y d\u1ec5 d\u00e0ng h\u01a1n nhi\u1ec1u so v\u1edbi t\u1ea1o ra m\u1ed9t y\u00eau c\u1ea7u ho\u00e0n to\u00e0n m\u1edbi.<\/p>\n

B\u00e1n h\u00e0ng<\/h2>\n

N\u1ebfu kh\u00e1ch h\u00e0ng kh\u00f4ng th\u00edch quy tr\u00ecnh b\u00e1n h\u00e0ng c\u1ee7a b\u1ea1n, r\u1ea5t c\u00f3 kh\u1ea3 n\u0103ng h\u1ecd s\u1ebd kh\u00f4ng bao gi\u1edd quay l\u1ea1i v\u1edbi b\u1ea1n n\u1eefa. Do \u0111\u00f3, vi\u1ec7c b\u00e1n h\u00e0ng \u201c\u0111\u00fang\u201d c\u00e1ch l\u00e0 m\u1ed9t ph\u1ea7n thi\u1ebft y\u1ebfu \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/p>\n

4. S\u1eed d\u1ee5ng nh\u1eefng t\u1eeb ng\u1eef h\u1ecd th\u00edch nghe<\/strong><\/h3>\n

Kh\u00f4ng ph\u1ea3i m\u1ecdi t\u1eeb ng\u1eef \u0111\u1ec1u c\u00f3 \u00fd ngh\u0129a t\u01b0\u01a1ng \u0111\u01b0\u01a1ng nhau. Nh\u1eefng t\u1eeb ng\u1eef thuy\u1ebft ph\u1ee5c nh\u1ea5t \u0111\u1ecbnh c\u00f3 th\u1ec3 khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng mua nhi\u1ec1u h\u01a1n, c\u1ee5 th\u1ec3: mi\u1ec5n ph\u00ed, m\u1edbi v\u00e0 ngay l\u1eadp t\u1ee9c. Khi kh\u00e1ch h\u00e0ng nghe th\u1ea5y nh\u1eefng t\u1eeb n\u00e0y (v\u00e0 nh\u1eefng l\u1eddi h\u1ee9a h\u1ecd cho r\u1eb1ng n\u1eb1m trong ti\u00eau ch\u00ed \u0111\u00f3), h\u1ecd s\u1ebd y\u00eau th\u00edch vi\u1ec7c mua s\u1eafm h\u01a1n so v\u1edbi b\u00ecnh th\u01b0\u1eddng.<\/p>\n

5. Gi\u1ea3m thi\u1ec3u nh\u01b0\u1ee3c \u0111i\u1ec3m v\u00e0 va ch\u1ea1m<\/strong><\/h3>\n

M\u1ecdi doanh nghi\u1ec7p, b\u1ea5t k\u1ec3 trong l\u0129nh v\u1ef1c n\u00e0o, \u0111\u1ec1u s\u1ebd ph\u1ea3i b\u00e1n h\u00e0ng cho ba ki\u1ec3u kh\u00e1ch h\u00e0ng. Theo c\u00e1c chuy\u00ean gia kinh t\u1ebf th\u1ea7n kinh h\u1ecdc, g\u1ea7n m\u1ed9t ph\u1ea7n t\u01b0 s\u1ed1 ng\u01b0\u1eddi mua h\u00e0ng l\u00e0 nh\u1eefng ng\u01b0\u1eddi chi ti\u00eau th\u1eadn tr\u1ecdng, hay l\u00e0 c\u00e1c kh\u00e1ch h\u00e0ng \u201cki bo\u201d.<\/p>\n

George Lowenstein c\u1ee7a \u0110\u1ea1i h\u1ecdc Carnegie Mello g\u1ee3i \u00fd s\u1eed d\u1ee5ng nh\u1eefng c\u1ee5m t\u1eeb, t\u1eeb ng\u1eef tr\u1ea5n an (v\u00ed d\u1ee5, h\u00e3y \u0111\u1ed5i \u201ckho\u1ea3n ph\u00ed 5$\u201d th\u00e0nh \u201ckho\u1ea3n ph\u00ed nh\u1ecf 5$\u201d) v\u00e0 l\u00ean khung l\u1ea1i nh\u01b0 c\u00e1c chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ec3 b\u00e1n h\u00e0ng hi\u1ec7u qu\u1ea3 h\u01a1n cho nh\u1eefng v\u1ecb kh\u00e1ch h\u00e0ng th\u1eadn tr\u1ecdng n\u00e0y.<\/p>\n

\u201cC\u00f3 \u0111i c\u00f3 l\u1ea1i\u201d<\/h2>\n
\"take-feedback<\/p>\n

Mang l\u1ea1i nhi\u1ec1u gi\u00e1 tr\u1ecb h\u01a1n cho kh\u00e1ch h\u00e0ng v\u00e0 h\u01b0\u1edfng l\u1ee3i \u1edf nh\u1eefng giao d\u1ecbch ti\u1ebfp theo<\/p>\n<\/div>\n

6. Hi\u1ec3u r\u1eb1ng ng\u00e2n s\u00e1ch ph\u1ea3i b\u1ecf ra l\u00e0 kh\u00f4ng \u0111\u00e1ng k\u1ec3<\/strong><\/h3>\n

D\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 c\u1ef1c k\u1ef3 t\u1ed1n k\u00e9m, nh\u01b0ng kh\u00f4ng nh\u1ea5t thi\u1ebft ph\u1ea3i nh\u01b0 v\u1eady. Thay v\u00e0o \u0111\u00f3, h\u00e3y t\u1eadn d\u1ee5ng ngh\u1ec7 thu\u1eadt ti\u1ebft ki\u1ec7m b\u1eb1ng c\u00e1ch n\u1eafm r\u00f5 s\u1ef1 \u201cc\u00f3 \u0111i c\u00f3 l\u1ea1i\u201d \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng k\u1ec3 c\u1ea3 v\u1edbi nh\u1eefng c\u1eed ch\u1ec9 nh\u1ecf nh\u1eb7t nh\u1ea5t. Tr\u00ean th\u1ef1c t\u1ebf, nh\u00e0 t\u00e2m l\u00fd h\u1ecdc Norbert Schwarz \u0111\u00e3 t\u00ecm ra r\u1eb1ng ch\u1ec9 10 cents c\u0169ng c\u00f3 th\u1ec3 t\u1ea1o ra s\u1ef1 \u201cc\u00f3 \u0111i c\u00f3 l\u1ea1i\u201d gi\u1eefa hai c\u00e1 nh\u00e2n (\u0111\u00f3 th\u1ef1c s\u1ef1 l\u00e0 m\u1ed9t t\u01b0 t\u01b0\u1edfng quan tr\u1ecdng).<\/p>\n

7. T\u1eadn d\u1ee5ng s\u1ef1 c\u00f3 \u0111i c\u00f3 l\u1ea1i b\u1ea5t ng\u1edd<\/strong><\/h3>\n

M\u1eb7c d\u00f9 ch\u1ec9 ri\u00eang \u201cc\u00f3 \u0111i c\u00f3 l\u1ea1i\u201d \u0111\u00e3 mang l\u1ea1i hi\u1ec7u qu\u1ea3 c\u1ef1c k\u1ef3 t\u1ed1t, nh\u01b0ng nghi\u00ean c\u1ee9u ch\u1ec9 ra r\u1eb1ng n\u00f3 th\u1eadm ch\u00ed c\u00f2n m\u1ea1nh m\u1ebd h\u01a1n khi \u0111\u01b0\u1ee3c t\u1ea1o ra m\u1ed9t c\u00e1ch b\u1ea5t ng\u1edd. \u0110\u00e2y l\u00e0 m\u1ed9t v\u00ed d\u1ee5 \u0111\u01a1n gi\u1ea3n, h\u00e3y nh\u1edb l\u1ea1i m\u1ed9t l\u1ea7n c\u00f3 ng\u01b0\u1eddi l\u00e0m vi\u1ec7c g\u00ec \u0111\u00f3 t\u1ed1t cho b\u1ea1n m\u1ed9t c\u00e1ch b\u1ea5t ng\u1edd; h\u00e0nh \u0111\u1ed9ng \u0111\u00f3 c\u00f3 th\u1ec3 kh\u00f4ng ho\u00e0n to\u00e0n b\u1ea5t th\u01b0\u1eddng, nh\u01b0ng th\u1ef1c t\u1ebf n\u00f3 \u0111\u1ed9t nhi\u00ean xu\u1ea5t hi\u1ec7n \u0111\u00e3 \u0111\u1ec3 l\u1ea1i cho b\u1ea1n m\u1ed9t \u1ea5n t\u01b0\u1ee3ng s\u00e2u s\u1eafc.<\/p>\n

8. T\u1ea1o ra s\u1ef1 ri\u00eang t\u01b0<\/strong><\/h3>\n

Trong m\u1ed9t nghi\u00ean c\u1ee9u t\u1eeb Journal of Applied Social Psychology, c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u \u0111\u00e3 t\u00ecm ra r\u1eb1ng nh\u1eefng ng\u01b0\u1eddi b\u1ed3i b\u00e0n c\u00f3 th\u1ec3 t\u0103ng 23% ti\u1ec1n tips c\u1ee7a h\u1ecd b\u1eb1ng h\u00e0nh \u0111\u1ed9ng \u0111\u01a1n gi\u1ea3n l\u00e0 tr\u1edf l\u1ea1i c\u00e1c b\u00e0n \u0103n v\u1edbi m\u1ed9t \u0111\u0129a k\u1eb9o b\u1ea1c h\u00e0 th\u1ee9 hai. V\u1eady l\u00e0 k\u1eb9o b\u1ea1c h\u00e0 c\u00f3 s\u1ee9c m\u1ea1nh ma thu\u1eadt \u01b0? C\u00f3 v\u1ebb kh\u00f4ng ph\u1ea3i nh\u01b0 v\u1eady: C\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u k\u1ebft lu\u1eadn r\u1eb1ng nh\u1eefng chi\u1ebfc k\u1eb9o b\u1ea1c h\u00e0 \u0111\u00e3 t\u1ea1o ra c\u1ea3m gi\u00e1c c\u1ee7a m\u1ed9t tr\u1ea3i nghi\u1ec7m ri\u00eang t\u01b0 \u1edf nh\u1eefng kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c ch\u00fang. V\u1eady ch\u00ednh d\u1ecbch v\u1ee5 ri\u00eang t\u01b0 m\u00e0 h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c \u0111\u00e3 khi\u1ebfn h\u1ecd th\u00edch th\u00fa v\u1edbi tr\u1ea3i nghi\u1ec7m c\u1ee7a m\u00ecnh h\u01a1n r\u1ea5t nhi\u1ec1u.<\/p>\n

H\u1ed7 tr\u1ee3<\/h2>\n

Vi\u1ec7c n\u00e0y ho\u00e0n to\u00e0n d\u1ec5 hi\u1ec3u: B\u1ea1n kh\u00f4ng th\u1ec3 t\u1ea1o ra m\u1ed9t nh\u00f3m nh\u1eefng kh\u00e1ch h\u00e0ng trung th\u00e0nh m\u00e0 kh\u00f4ng c\u00f3 m\u1ed9t d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng n\u1ed5i b\u1eadt, \u0111\u1ec3\u00a0c\u00f3 th\u1ec3 gi\u1eef h\u1ecd ti\u1ebfp t\u1ee5c quay tr\u1edf l\u1ea1i. Trong ph\u1ea7n n\u00e0y, ch\u00fang t\u00f4i s\u1ebd m\u1ed5 x\u1ebb m\u1ed9t s\u1ed1 quan ni\u1ec7m v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, c\u0169ng nh\u01b0 \u0111\u01b0a ra nh\u1eefng \u0111i\u1ec3m quan tr\u1ecdng b\u1ea1n c\u1ea7n nh\u1edb khi cung c\u1ea5p h\u1ed7 tr\u1ee3 online.<\/p>\n

\"c\u00e1ch<\/p>\n

Kh\u00e1ch h\u00e0ng lu\u00f4n \u0111\u00e1nh gi\u00e1 cao s\u1ef1 h\u1ed7 tr\u1ee3 t\u1eeb b\u1ea1n<\/p>\n<\/div>\n

9. T\u1ed1c \u0111\u1ed9 \u0111\u1ee9ng sau ch\u1ea5t l\u01b0\u1ee3ng<\/strong><\/h3>\n

Khi n\u00f3i v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng gi\u1eef ng\u01b0\u1eddi mua quay tr\u1edf l\u1ea1i, nghi\u00ean c\u1ee9u n\u00e0y ch\u1ec9 ra r\u1eb1ng ch\u1ea5t l\u01b0\u1ee3ng quan tr\u1ecdng h\u01a1n t\u1ed1c \u0111\u1ed9. Theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Gallup Group, kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng giao d\u1ecbch v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u t\u0103ng g\u1ea5p 9 l\u1ea7n khi h\u1ecd \u0111\u00e3 \u0111\u00e1nh gi\u00e1 d\u1ecbch v\u1ee5 \u0111\u00f3 l\u00e0 \u201cl\u1ecbch s\u1ef1, c\u00f3 thi\u1ec7n \u00fd, v\u00e0 c\u00f3 \u00edch\u201d, trong khi \u201ct\u1ed1c \u0111\u1ed9\u201d ch\u1ec9 t\u0103ng kh\u1ea3 n\u0103ng quay tr\u1edf l\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00ean 6 l\u1ea7n.<\/p>\n

10. Kh\u00e1ch h\u00e0ng \u01b0a th\u00edch nh\u1eefng doanh nghi\u1ec7p hi\u1ec3u h\u1ecd<\/strong><\/h3>\n

Vi\u1ec7c y\u00eau c\u1ea7u nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n d\u00e0nh nhi\u1ec1u th\u1eddi gian h\u01a1n v\u1edbi kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 nghe h\u01a1i \u0111i\u00ean r\u1ed3, nh\u01b0ng c\u00e1c doanh nghi\u1ec7p th\u00f4ng minh bi\u1ebft kh\u00f4ng ph\u1ea3i nh\u01b0 v\u1eady.<\/p>\n

R\u1ea5t nhi\u1ec1u nghi\u00ean c\u1ee9u t\u00e2m l\u00fd h\u00e0nh vi \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng m\u1ecdi ng\u01b0\u1eddi \u0111\u00e1nh gi\u00e1 cao tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd h\u01a1n khi h\u1ecd kh\u00f4ng c\u1ea3m th\u1ea5y b\u1ecb th\u00fac gi\u1ee5c ho\u1eb7c ph\u1edbt l\u1edd. H\u00e3y y\u00eau c\u1ea7u nh\u00e2n vi\u00ean c\u1ed1 g\u1eafng t\u00ecm ra \u0111\u1eb7c \u0111i\u1ec3m c\u1ee7a nh\u00f3m kh\u00e1ch h\u00e0ng tr\u1ecdng t\u00e2m, v\u00e0 th\u1eddi gian c\u1ee7a b\u1ea1n s\u1ebd kh\u00f4ng b\u1ecb l\u00e3ng ph\u00ed v\u00f4 \u00edch.<\/p>\n

11. Ch\u1ecdn k\u00eanh li\u00ean l\u1ea1c ph\u00f9 h\u1ee3p<\/strong><\/h3>\n

C\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 c\u1ea3i thi\u1ec7n c\u00e1c ho\u1ea1t \u0111\u1ed9ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n l\u00e0 t\u1eadn d\u1ee5ng k\u00eanh th\u00f4ng tin m\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n \u01b0a th\u00edch nh\u1ea5t. M\u1eb7c d\u00f9 nghi\u00ean c\u1ee9u g\u1ea7n \u0111\u00e2y ch\u1ec9 ra r\u1eb1ng ph\u1ea7n l\u1edbn m\u1ecdi ng\u01b0\u1eddi v\u1eabn \u01b0a th\u00edch v\u00e0 s\u1eed d\u1ee5ng email nhi\u1ec1u h\u01a1n c\u00e1c d\u1ecbch v\u1ee5 kh\u00e1c (g\u1ed3m c\u1ea3 m\u1ea1ng x\u00e3 h\u1ed9i), b\u1ea1n c\u1ea7n l\u1ef1a ch\u1ecdn k\u00eanh th\u00f4ng tin quan tr\u1ecdng nh\u1ea5t v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. C\u00e1c doanh nghi\u1ec7p\u00a0hi\u1ec3u r\u1eb1ng h\u1ed7 tr\u1ee3\u00a0tr\u1ef1c tuy\u1ebfn\u00a0l\u00e0 c\u1ea7n thi\u1ebft khi kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd h\u01b0\u1edfng \u1ee9ng, nh\u01b0ng c\u00e1c doanh nghi\u1ec7p kh\u00e1c c\u00f3 th\u1ec3 c\u00f3 kh\u00e1ch h\u00e0ng th\u00edch s\u1eed d\u1ee5ng email nh\u01b0 ph\u01b0\u01a1ng ph\u00e1p li\u00ean l\u1ea1c ch\u1ee7 y\u1ebfu c\u1ee7a h\u1ecd.<\/p>\n

12. T\u1ea1o ra n\u1ed7 l\u1ef1c chung<\/strong><\/h3>\n

Kh\u00f4ng bi\u1ebft bao nhi\u00eau nghi\u00ean c\u1ee9u \u0111\u00e3 l\u00e0m r\u00f5 \u0111i\u1ec1u n\u00e0y khi n\u00f3i v\u1ec1 vi\u1ec7c t\u1ea1o ra m\u1ed9t h\u1ec7 th\u1ed1ng h\u1ed7 tr\u1ee3 hi\u1ec7u qu\u1ea3: B\u1ea1n c\u1ea7n gi\u00fap m\u1ecdi ng\u01b0\u1eddi n\u1eafm \u0111\u01b0\u1ee3c t\u00ecnh h\u00ecnh. T\u1ea1i Help Scout, ch\u00fang t\u00f4i s\u1eed d\u1ee5ng nh\u1eefng c\u00f4ng c\u1ee5 nh\u01b0 Campfire \u0111\u1ec3 c\u1eadp nh\u1eadt nh\u1eefng th\u00f4ng tin th\u1ef1c ch\u1ea5t v\u1ec1 chuy\u1ec7n g\u00ec \u0111ang x\u1ea3y ra \u1edf ph\u00eda kh\u00e1ch h\u00e0ng; v\u00e0 ch\u00fang t\u00f4i c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n th\u1eddi gian ph\u1ea3n h\u1ed3i c\u1ee7a m\u00ecnh l\u00ean 340% b\u1eb1ng c\u00e1ch t\u1ea1o ra m\u1ed9t kh\u00f4ng gian h\u1ed7 tr\u1ee3 trong \u0111\u00f3 m\u1ecdi nh\u00e2n vi\u00ean \u0111\u1ec1u c\u00f3 th\u1ec3 ti\u1ebfp c\u1eadn.<\/p>\n

C\u00e1c ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng trung th\u00e0nh<\/h2>\n

Ch\u00eca kh\u00f3a \u0111\u1ec3 t\u1ea1o ra c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng trung th\u00e0nh hi\u1ec7u qu\u1ea3 l\u00e0 n\u1eafm r\u00f5 t\u1ea1i sao kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng ch\u00fang v\u00e0 \u0111i\u1ec1u g\u00ec khi\u1ebfn h\u1ecd ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng ch\u00fang.<\/p>\n

\"Cho<\/p>\n

Cho kh\u00e1ch h\u00e0ng c\u01a1 h\u1ed9i trung th\u00e0nh v\u1edbi doanh nghi\u1ec7p b\u1ea1n<\/p>\n<\/div>\n

13. Khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng tham gia<\/strong><\/h3>\n

B\u1ee9c t\u01b0\u1eddng l\u1edbn nh\u1ea5t ng\u0103n c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng trung th\u00e0nh r\u01a1i v\u00e0o b\u1ebf t\u1eafc\u00a0ch\u00ednh\u00a0l\u00e0 khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng tham gia.<\/p>\n

Th\u00f4ng qua \u201ct\u00ecnh hu\u1ed1ng m\u00e1y r\u1eeda xe\u201d (car wash study) tai ti\u1ebfng c\u1ee7a m\u00ecnh, Josseph Nunes v\u00e0 Xavier Dreze\u00a0\u0111\u00e3 ch\u1ec9 ra r\u1eb1ng kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng ho\u00e0n th\u00e0nh nh\u1eefng t\u1ea5m th\u1ebb kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft s\u1ebd t\u0103ng g\u1ea5p \u0111\u00f4i n\u1ebfu h\u1ecd \u0111\u01b0\u1ee3c khuy\u00ean kh\u00edch tham gia (ho\u1eb7c nh\u1eadn th\u01b0\u1edfng) ngay sau khi \u0111\u0103ng k\u00fd.<\/p>\n

14. Bi\u1ebfn nh\u1eefng kh\u00e1ch h\u00e0ng l\u00fd t\u01b0\u1edfng th\u00e0nh VIPs<\/strong><\/h3>\n

M\u1ed9t nghi\u00ean c\u1ee9u kh\u00e1c c\u1ee7a Nunes v\u1ec1 c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng trung th\u00e0nh \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng m\u1ecdi ng\u01b0\u1eddi th\u00edch \u0111\u01b0\u1ee3c l\u00e0 kh\u00e1ch VIP hay th\u00e0nh vi\u00ean v\u00e0ng. Tuy nhi\u00ean, b\u1ea1n c\u1ea7n l\u01b0u \u00fd r\u1eb1ng chi\u1ebfn l\u01b0\u1ee3c n\u00e0y ch\u1ec9 c\u00f3 hi\u1ec7u qu\u1ea3 khi ng\u01b0\u1eddi ta bi\u1ebft r\u1eb1ng c\u00f3 m\u1ed9t t\u1ea7ng l\u1edbp \u0111\u1ee9ng d\u01b0\u1edbi h\u1ecd. Khi nghi\u00ean c\u1ee9u v\u1ec1 b\u1ea3n ch\u1ea5t con ng\u01b0\u1eddi, Nunes nh\u1eadn th\u1ea5y s\u1ef1 tham gia c\u1ee7a c\u00e1c th\u00e0nh vi\u00ean v\u00e0ng gia t\u0103ng \u0111\u00e1ng k\u1ec3 ngay khi \u00f4ng b\u1ed5 sung m\u1ed9t t\u1ea7ng l\u1edbp b\u1ea1c th\u1ea5p h\u01a1n.<\/p>\n

15. G\u1eafn kh\u00e1ch h\u00e0ng v\u1edbi nh\u1eefng c\u00e1i t\u00ean m\u1ef9 mi\u1ec1u<\/strong><\/h3>\n

M\u1ed9t nghi\u00ean c\u1ee9u v\u1ec1 c\u00e1c m\u1eabu b\u1ecf phi\u1ebfu \u0111\u01b0\u1ee3c ti\u1ebfn h\u00e0nh b\u1edfi \u0110\u1ea1i h\u1ecdc Stanford \u0111\u00e3 ch\u1ec9 ra \u0111\u1ea7y thuy\u1ebft ph\u1ee5c r\u1eb1ng con ng\u01b0\u1eddi nhi\u1ec1u kh\u1ea3 n\u0103ng tham gia v\u00e0o m\u1ed9t \u0111i\u1ec1u g\u00ec \u0111\u00f3 n\u1ebfu h\u1ecd \u0111\u01b0\u1ee3c g\u1eafn v\u1edbi m\u1ed9t \u0111\u1eb7c \u0111i\u1ec3m t\u00edch c\u1ef1c. Nh\u1eefng ng\u01b0\u1eddi b\u1ea1n c\u1ee7a ch\u00fang t\u00f4i t\u1ea1i Buffer g\u1ecdi c\u00e1c kh\u00e1ch h\u00e0ng ch\u1ea5t l\u01b0\u1ee3ng cao c\u1ee7a h\u1ecd l\u00e0 nh\u1eefng th\u00e0nh vi\u00ean \u201ctuy\u1ec7t v\u1eddi\u201d, v\u00e0 th\u1eadm ch\u00ed c\u00f2n g\u1eafn k\u1ebf ho\u1ea1ch n\u00e2ng c\u1ea5p tr\u1ea3 ph\u00ed\u00a0c\u1ee7a h\u1ecd v\u1edbi c\u00e1i t\u00ean \u201cK\u1ebf ho\u1ea1ch tuy\u1ec7t v\u1eddi\u201d \u2013 m\u1ed9t thu\u1eadt ng\u1eef d\u1ec5 s\u1eed d\u1ee5ng h\u01a1n r\u1ea5t nhi\u1ec1u so v\u1edbi \u201cTh\u00e0nh vi\u00ean tr\u1ea3 ti\u1ec1n\u201d.<\/p>\n

Theo Helpscout<\/em><\/p>\n

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

    \n
  • 5 chi\u1ebfn l\u01b0\u1ee3c th\u00fac \u0111\u1ea9y s\u1ef1 t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng v\u1edbi website<\/em><\/li>\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<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    15 ch\u1ec9 d\u1eabn tr\u1ef1c quan tuy\u1ec7t v\u1eddi m\u00e0 Masterskills chia s\u1ebb d\u01b0\u1edbi \u0111\u00e2y s\u1ebd l\u00e0 c\u00e1ch\u00a0gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng trung th\u00e0nh hi\u1ec7u qu\u1ea3 v\u00e0 t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng\u00a0\u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n \u0111\u00e1ng k\u1ec3. B\u1eaft \u0111\u1ea7u nh\u00e9!<\/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\/54047"}],"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=54047"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/54047\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=54047"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=54047"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=54047"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}