{"id":55703,"date":"2023-12-20T15:31:42","date_gmt":"2023-12-20T08:31:42","guid":{"rendered":"https:\/\/masterskills.org\/blog\/kham-pha-bi-mat-ve-ban-do-hanh-trinh-khach-hang.html"},"modified":"2023-12-20T15:31:42","modified_gmt":"2023-12-20T08:31:42","slug":"kham-pha-bi-mat-ve-ban-do-hanh-trinh-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/kham-pha-bi-mat-ve-ban-do-hanh-trinh-khach-hang.html","title":{"rendered":"Kh\u00e1m ph\u00e1 b\u00ed m\u1eadt v\u1ec1 b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng"},"content":{"rendered":"
\n

B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/h2>\n

B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 b\u1ee9c tranh to\u00e0n c\u1ea3nh nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00f3 v\u1edbi doanh nghi\u1ec7p \u2013 n\u01a1i b\u1ea1n n\u1eafm \u0111\u01b0\u1ee3c c\u00e1c t\u00ecnh ti\u1ebft trong c\u00e2u chuy\u1ec7n v\u1ec1 tr\u1ea3i nghi\u1ec7m v\u1edbi th\u01b0\u01a1ng hi\u1ec7u t\u1eeb khi b\u1eaft \u0111\u1ea7u ti\u1ebfp x\u00fac cho \u0111\u1ebfn khi chuy\u1ec3n \u0111\u1ed5i v\u00e0 tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh.<\/p>\n

\"B\u1ea3n<\/p>\n

B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c d\u1ef1 b\u00e1o s\u1ebd tr\u1edf th\u00e0nh xu h\u01b0\u1edbng nh\u1edd kh\u1ea3 n\u0103ng thay \u0111\u1ed5i to\u00e0n di\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

Tho\u1ea1t nh\u00ecn, b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00e1 \u0111\u01a1n gi\u1ea3n. B\u1ea1n cung c\u1ea5p m\u1ed9t s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 kh\u00e1ch h\u00e0ng mua ch\u00fang. Nh\u01b0ng m\u1ed9t khi \u0111\u00e3 \u0111i v\u00e0o chi ti\u1ebft, b\u1ea1n s\u1ebd hi\u1ec3u r\u1eb1ng h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ph\u1ee9c t\u1ea1p h\u01a1n nhi\u1ec1u. H\u1ecd c\u00f3 th\u1ec3 ti\u1ebfp x\u00fac v\u1edbi doanh nghi\u1ec7p theo r\u1ea5t nhi\u1ec1u c\u00e1ch v\u00e0 t\u1eeb nhi\u1ec1u \u0111i\u1ec3m xu\u1ea5t ph\u00e1t kh\u00e1c nhau: marketing, t\u1ef1 t\u00ecm ki\u1ebfm, m\u1ea1ng x\u00e3 h\u1ed9i, y\u00eau c\u1ea7u d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng; c\u00f3 th\u1ec3 theo hay kh\u00f4ng theo ch\u00ednh x\u00e1c c\u00e1c b\u01b0\u1edbc doanh nghi\u1ec7p \u0111\u00e3 x\u00e2y d\u1ef1ng v\u00e0 \u0111\u00f4i khi t\u1eeb kh\u00e1ch h\u00e0ng \u2013 kh\u00e1ch h\u00e0ng, v.v. \u0110\u00f3 c\u0169ng l\u00e0 l\u00fd do, \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o t\u1eebng t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng kh\u00f4ng b\u1ecb b\u1ecf l\u1ee1 v\u00e0 c\u00e1 nh\u00e2n h\u00f3a, vai tr\u00f2 c\u1ee7a h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u00e0ng tr\u1edf n\u00ean quan tr\u1ecdng.<\/p>\n

T\u1ea1i sao l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u1ea1i tr\u1edf th\u00e0nh xu h\u01b0\u1edbng?<\/h2>\n

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. N\u1ebfu nh\u01b0 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, th\u00ec \u0111\u1ebfn th\u1eddi \u0111i\u1ec3m hi\u1ec7n t\u1ea1i, c\u00e1ch l\u00e0m n\u00e0y d\u01b0\u1eddng nh\u01b0 tr\u1edf n\u00ean l\u1ed7i th\u1eddi \u2013 \u0111\u00e2y c\u0169ng l\u00e0 l\u00fac \u0111\u1ec3 b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, v\u1edbi nh\u1eefng l\u1ee3i th\u1ebf ri\u00eang c\u00f3 th\u1ef1c s\u1ef1 ph\u00e1t huy hi\u1ec7u qu\u1ea3.<\/p>\n

Th\u1ea5u hi\u1ec3u tr\u1ea3i nghi\u1ec7m d\u01b0\u1edbi g\u00f3c nh\u00ecn c\u1ee7a ch\u00ednh kh\u00e1ch h\u00e0ng<\/strong><\/p>\n

\"Th\u1ea5u<\/p>\n

Vai tr\u00f2 quan tr\u1ecdng h\u00e0ng \u0111\u1ea7u c\u1ee7a b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh l\u00e0 gi\u00fap doanh nghi\u1ec7p c\u00f3 c\u00e1i nh\u00ecn th\u1ef1c t\u1ebf h\u01a1n v\u1ec1 tr\u1ea3i nghi\u1ec7m d\u01b0\u1edbi con m\u1eaft ng\u01b0\u1eddi d\u00f9ng<\/p>\n<\/div>\n

M\u1ed7i c\u00e2u chuy\u1ec7n, v\u1ea5n \u0111\u1ec1 l\u00fac n\u00e0o c\u0169ng c\u00f3 hai m\u1eb7t. N\u1ebfu b\u1ea1n mu\u1ed1n th\u1ea5u hi\u1ec3u h\u00e3y nh\u00ecn n\u00f3 t\u1eeb nhi\u1ec1u g\u00f3c \u0111\u1ed9. X\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng s\u1ebd gi\u00fap b\u1ea1n th\u1ea5y ch\u00ednh x\u00e1c nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh \u0111i qua v\u00e0 tr\u1ea3i nghi\u1ec7m \u1edf m\u1ecdi \u0111i\u1ec3m t\u01b0\u01a1ng t\u00e1c.<\/p>\n

Li\u1ec7u tr\u1ea3i nghi\u1ec7m m\u00e0 m\u1ed7i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng \u0111\u00e3 tr\u1ea3i qua tr\u01b0\u1edbc khi ho\u00e0n th\u00e0nh giao d\u1ecbch hay tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ec1u gi\u1ed1ng nhau ho\u1eb7c n\u1ebfu kh\u00e1c nhau th\u00ec c\u00f3 b\u1ecb \u1ea3nh h\u01b0\u1edfng t\u1eeb y\u1ebfu t\u1ed1 hay h\u00e0nh \u0111\u1ed9ng n\u00e0o \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh t\u1eeb tr\u01b0\u1edbc?<\/p>\n

Ch\u1ec9 \u0111\u1ebfn khi chi ti\u1ebft h\u00f3a h\u00e0nh tr\u00ecnh t\u1eeb \u0111i\u1ec3m kh\u1edfi \u0111\u1ea7u \u0111\u1ebfn khi k\u1ebft th\u00fac, b\u1ea1n m\u1edbi x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c ch\u00ednh x\u00e1c tr\u00ean th\u1ef1c t\u1ebf c\u00e1c m\u1ee5c ti\u00eau kinh doanh li\u00ean k\u1ebft v\u1edbi c\u00e1c m\u1ee5c ti\u00eau c\u1ee7a ng\u01b0\u1eddi d\u00f9ng \u1edf m\u1ee9c n\u00e0o. V\u00e0 ch\u1ec9 khi nh\u00ecn c\u00f4ng vi\u1ec7c kinh doanh t\u1eeb quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng b\u1ea1n m\u1edbi c\u00f3 th\u1ec3 bi\u1ebft \u0111\u01b0\u1ee3c m\u00ecnh \u0111\u00e3 h\u00f3a gi\u1ea3i nhu c\u1ea7u c\u1ee7a c\u00e1c th\u01b0\u1ee3ng \u0111\u1ebf \u0111\u1ebfn \u0111\u00e2u.<\/p>\n

V\u00ed d\u1ee5, n\u1ebfu m\u1ee5c ti\u00eau c\u1ee7a b\u1ea1n l\u00e0 t\u0103ng l\u01b0\u1ee3ng \u0111\u0103ng k\u00fd nh\u1eadn tin, b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 gi\u00fap x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m t\u1ed1i \u01b0u \u0111\u1ec3 t\u1eadp trung v\u1ec1 v\u1ea5n \u0111\u1ec1 n\u00e0y nh\u01b0ng kh\u00f4ng m\u00e2u thu\u1eabn v\u1edbi m\u1ee5c ti\u00eau c\u1ee7a kh\u00e1ch h\u00e0ng. M\u1ed9t v\u00e0i doanh nghi\u1ec7p sau khi x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m quan tr\u1ecdng nh\u1ea5t trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p v\u1edbi m\u1ee5c ti\u00eau tr\u00ean \u0111\u00e3 c\u00f3 l\u01b0\u1ee3ng t\u1ea3i \u1ee9ng d\u1ee5ng v\u00e0 \u0111\u0103ng k\u00fd nh\u1eadn tin cao h\u01a1n h\u1eb3n. V\u00e0 vi\u1ec7c qu\u1ea3ng c\u00e1o ngay t\u1eeb \u0111i\u1ec3m \u0111\u1ea7u kh\u00e1ch h\u00e0ng ti\u1ebfp x\u00fac ch\u1ee9ng t\u1ecf hi\u1ec7u qu\u1ea3 v\u01b0\u1ee3t tr\u1ed9i c\u0169ng nh\u01b0 \u0111\u1eb7c bi\u1ec7t ph\u00f9 h\u1ee3p trong vi\u1ec7c t\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng.<\/p>\n

X\u00e1c \u0111\u1ecbnh l\u1ed7 h\u1ed5ng trong h\u00e0nh tr\u00ecnh v\u00e0 thay th\u1ebf b\u1eb1ng \u0111i\u1ec3m ti\u1ebfp x\u00fac hi\u1ec7u qu\u1ea3<\/strong><\/p>\n

\"X\u00e1c<\/p>\n

X\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m r\u00f2 r\u1ec9 kh\u00e1ch h\u00e0ng nh\u1edd b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh<\/p>\n<\/div>\n

Cho d\u00f9 v\u1ea5n \u0111\u1ec1 l\u00e0 g\u00ec, kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n c\u0169ng mong mu\u1ed1n c\u00f3 m\u1ed9t tr\u1ea3i nghi\u1ec7m thu\u1eadn l\u1ee3i v\u00e0 \u201cxu\u00f4i ch\u00e8o m\u00e1t m\u00e1i\u201d. \u0110\u00e2y c\u0169ng ch\u00ednh l\u00e0 n\u1ec1n t\u1ea3ng v\u1eefng ch\u1eafc cho m\u1ed9t m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i.
\n\u0110\u00e1nh gi\u00e1 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng t\u1eeb quan \u0111i\u1ec3m c\u1ee7a h\u1ecd cho ph\u00e9p b\u1ea1n t\u00ecm ra l\u1ed7 h\u1ed5ng trong t\u01b0\u01a1ng t\u00e1c \u0111\u1ec3 c\u00f3 th\u1ec3 thi\u1ebft l\u1eadp m\u1ed9t quy tr\u00ecnh nh\u1ea5t qu\u00e1n v\u00e0 h\u1ee3p l\u00fd h\u01a1n.\u00a0Thi\u1ebfu s\u1ef1 t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 \u0111\u1ebfn t\u1eeb:<\/p>\n

    \n
  • C\u00e1c email kh\u1edfi t\u1ea1o v\u00e0 nu\u00f4i d\u01b0\u1ee1ng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng<\/li>\n
  • Vi\u1ec7c ph\u00e2n nh\u00f3m danh s\u00e1ch li\u00ean h\u1ec7 \u2013 th\u00eam v\u00e0o\/ x\u00f3a kh\u1ecfi m\u1ed9t group<\/li>\n
  • Quy tr\u00ecnh l\u00e0m vi\u1ec7c: b\u00e1n h\u00e0ng, ti\u1ebfp th\u1ecb hay ho\u1ea1t \u0111\u1ed9ng thanh to\u00e1n<\/li>\n<\/ul>\n

    H\u00e3y ch\u1eafc ch\u1eafn trong s\u01a1 \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng b\u1ea1n \u0111\u00e3 chi ti\u1ebft h\u00f3a c\u00e1c l\u1ed7 h\u1ed5ng c\u0169ng nh\u01b0 v\u1ecb tr\u00ed v\u00e0 l\u00fd do v\u00ec sao kh\u00e1ch h\u00e0ng b\u1ecf \u0111i. N\u1ebfu c\u00f3 s\u1ef1 m\u1ea5t k\u1ebft n\u1ed1i gi\u1eefa th\u01b0\u01a1ng hi\u1ec7u v\u00e0 kh\u00e1ch h\u00e0ng \u0111i\u1ec1u \u0111\u00f3 c\u0169ng \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c c\u00f3 th\u1ec3 c\u00f3 s\u1ef1 thi\u1ebfu li\u1ec1n m\u1ea1ch trong quy tr\u00ecnh n\u1ed9i b\u1ed9.<\/p>\n

    Thu h\u1eb9p kho\u1ea3ng c\u00e1ch gi\u1eefa b\u00e1n h\u00e0ng, ti\u1ebfp th\u1ecb<\/strong><\/p>\n

    \"Sales<\/p>\n

    K\u1ebft h\u1ee3p \u0103n \u00fd gi\u1eefa b\u00e1n h\u00e0ng v\u00e0 ti\u1ebfp th\u1ecb<\/p>\n<\/div>\n

    M\u1ed9t doanh nghi\u1ec7p thi\u1ebfu \u0111i s\u1ef1 chia s\u1ebb s\u1ebd t\u1ef1 gi\u1edbi h\u1ea1n kh\u1ea3 n\u0103ng mang \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng li\u00ean t\u1ee5c v\u00e0 nh\u1ea5t qu\u00e1n. T\u1ea1i sao? B\u1edfi v\u00ec qu\u00e1 tr\u00ecnh n\u1ed9i b\u1ed9 b\u1ecb ph\u00e2n t\u00e1ch ch\u00ednh l\u00e0 nguy\u00ean nh\u00e2n ch\u1ee7 y\u1ebfu khi\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng b\u1ecb ph\u00e2n m\u1ea3nh. V\u1edbi c\u00f4ng ngh\u1ec7 m\u00e0 ch\u00fang ta \u0111ang c\u00f3 ng\u00e0y nay, ch\u1eb3ng c\u00f3 l\u00fd do n\u00e0o \u0111\u1ec3 sales v\u00e0 marketing kh\u00f4ng k\u1ebft h\u1ee3p \u0103n \u00fd \u0111\u1ec3 thu h\u00fat t\u1ed1i \u0111a l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng th\u00f4ng qua c\u00e1c k\u00eanh.<\/p>\n

    L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 b\u1eafc m\u1ed9t c\u00e2y c\u1ea7u x\u00f3a tan kho\u1ea3ng c\u00e1ch gi\u1eefa b\u00e1n h\u00e0ng v\u00e0 ti\u1ebfp th\u1ecb (c\u0169ng nh\u01b0 c\u00e1c b\u1ed9 ph\u1eadn kh\u00e1c) b\u1eb1ng c\u00e1ch t\u00edch h\u1ee3p t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac trong qu\u00e1 tr\u00ecnh nu\u00f4i d\u01b0\u1ee1ng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng. B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u0169ng ch\u00ednh l\u00e0 m\u1ed9t bi\u1ec3u \u0111\u1ed3 d\u00f2ng ch\u1ea3y c\u00e1c b\u01b0\u1edbc kh\u00e1c nhau c\u00f3 li\u00ean quan \u0111\u1ebfn ti\u1ebfp th\u1ecb, b\u00e1n h\u00e0ng, th\u1eadm ch\u00ed d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c ho\u1ea1t \u0111\u1ed9ng. Kh\u00f4ng b\u1ed9 ph\u1eadn n\u00e0o n\u1eb1m ngo\u00e0i cu\u1ed9c ch\u01a1i. Marketing kh\u00f4ng c\u00f2n l\u00e0 c\u00f4ng vi\u1ec7c c\u1ee7a ri\u00eang \u0111\u1ed9i ng\u0169 ti\u1ebfp th\u1ecb, c\u0169ng nh\u01b0 b\u00e1n h\u00e0ng v\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng kh\u00f4ng c\u00f2n \u0111\u00fang cho c\u00e1c ph\u00f2ng ban t\u01b0\u01a1ng \u1ee9ng. C\u00e1c c\u1ea7u th\u1ee7 trong m\u1ed9t \u0111\u1ed9i b\u00f3ng ph\u1ea3i k\u1ebft h\u1ee3p m\u1ed9t c\u00e1ch nhu\u1ea7n nhuy\u1ec5n, kh\u00e9o l\u00e9o \u0111\u1ec3 h\u01b0\u1edbng t\u1edbi m\u1ee5c ti\u00eau chung nh\u1ea5t \u2013 s\u00e1ng t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o.<\/p>\n

    Ch\u1eb3ng h\u1ea1n, n\u1ebfu kh\u00e1ch h\u00e0ng c\u1ea7n s\u1ef1 h\u1ed7 tr\u1ee3 ho\u1eb7c th\u00f4ng tin s\u1ea3n ph\u1ea9m tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i th\u00ec \u0111\u1ed9i marketing ch\u00ednh l\u00e0 nh\u1eefng ng\u01b0\u1eddi \u0111\u1ea7u ti\u00ean ti\u1ebfp x\u00fac v\u00e0 \u0111\u01b0a ra ph\u1ea3n h\u1ed3i k\u1ecbp th\u1eddi, th\u00edch h\u1ee3p. Cho d\u00f9 c\u00e2u tr\u1ea3 l\u1eddi ch\u1ec9 l\u00e0 \u201cCh\u00fang t\u00f4i s\u1ebd th\u00f4ng tin chi ti\u1ebft t\u1edbi c\u00e1c b\u1ea1n nhanh nh\u1ea5t c\u00f3 th\u1ec3 \u201d th\u00ec \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 b\u1ea1n \u0111\u00e3 th\u1ec3 hi\u1ec7n cam k\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng thay v\u00ec b\u1ecf r\u01a1i h\u1ecd. V\u1edbi s\u1ef1 h\u1ed7 tr\u1ee3 \u0111\u1eafc l\u1ef1c c\u1ee7a b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng b\u1ea1n c\u00f3 th\u1ec3 xem c\u00e1ch t\u1ea5t c\u1ea3 c\u00e1c b\u1ed9 ph\u1eadn k\u1ebft h\u1ee3p v\u1edbi nhau \u0103n \u00fd nh\u01b0 th\u1ebf n\u00e0o \u0111\u1ec3 h\u1ed7 tr\u1ee3 t\u1ed1i \u0111a c\u00e1c nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

    Ch\u01b0a h\u1ebft, l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u0169ng \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 ph\u00e2n nh\u00f3m ng\u01b0\u1eddi d\u00f9ng t\u1eeb \u0111\u00f3 c\u00e1 nh\u00e2n ho\u00e1 tr\u1ea3i nghi\u1ec7m. C\u00f3 nh\u1eefng y\u1ebfu t\u1ed1 c\u00f3 th\u1ec3 ch\u1ec9 li\u00ean quan \u0111\u1ebfn m\u1ed9t nh\u00f3m ng\u01b0\u1eddi d\u00f9ng thay v\u00ec l\u00e0 y\u1ebfu t\u1ed1 chung nh\u1ea5t c\u1ee7a t\u1ea5t c\u1ea3 c\u00e1c kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau.<\/p>\n

    Th\u1eddi gian c\u0169ng l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p \u0111\u1ec3 th\u1ea5y \u0111\u01b0\u1ee3c s\u1ef1 c\u1ea7n thi\u1ebft c\u0169ng nh\u01b0 vai tr\u00f2 c\u1ee7a vi\u1ec7c x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng b\u1ea3n \u0111\u1ed3 \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh th\u1eddi gian kh\u00e1ch h\u00e0ng c\u1ea7n \u0111\u1ec3 ho\u00e0n th\u00e0nh h\u00e0nh \u0111\u1ed9ng nh\u1ea5t \u0111\u1ecbnh, hay th\u1eddi gian t\u1ed1i \u01b0u nh\u1ea5t cho m\u1ed9t h\u00e0nh \u0111\u1ed9ng c\u1ee5 th\u1ec3. V\u00ed d\u1ee5, m\u1ed9t qu\u1ea3ng c\u00e1o v\u1edbi m\u1ee5c \u0111\u00edch khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng \u0111\u0103ng k\u00fd nh\u1eadn email khi s\u1eafp r\u1eddi site th\u00ec b\u1eb1ng c\u00e1ch k\u1ebft h\u1ee3p b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 bi\u1ebft: m\u1eb7c d\u00f9 l\u1eddi nh\u1eafc \u1edf th\u1eddi \u0111i\u1ec3m 1 ph\u00fat c\u00f3 v\u1ebb nh\u01b0 l\u00e0 ho\u00e0n h\u1ea3o nh\u1ea5t, nh\u01b0ng qu\u1ea3ng c\u00e1o xu\u1ea5t hi\u1ec7n sau khi kh\u00e1ch v\u00e0o site 3 ph\u00fat l\u1ea1i c\u00f3 t\u1ef7 l\u1ec7 ho\u00e0n th\u00e0nh cao nh\u1ea5t c\u0169ng nh\u01b0 l\u01b0\u1ee3ng quay l\u1ea1i cao h\u01a1n h\u1eb3n.<\/p>\n

    C\u00e1 nh\u00e2n ho\u00e1 tr\u1ea3i nghi\u1ec7m gi\u1eefa kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u<\/strong><\/p>\n

    Kh\u00f4ng ph\u1ea3i t\u1ea5t c\u1ea3 ng\u01b0\u1eddi d\u00f9ng \u0111\u1ec1u \u0111i theo c\u00f9ng m\u1ed9t con \u0111\u01b0\u1eddng, \u0111\u00f3 l\u00e0 l\u00fd do t\u1ea1i sao vi\u1ec7c c\u00e1 nh\u00e2n h\u00f3a m\u1ed7i cu\u1ed9c h\u00e0nh tr\u00ecnh l\u00e0 r\u1ea5t quan tr\u1ecdng. T\u1eebng b\u01b0\u1edbc c\u00e1c kh\u00e1ch h\u00e0ng tr\u1ea3i qua n\u00ean \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf kh\u00e1c nhau d\u1ef1a tr\u00ean c\u1ea3 h\u00e0nh \u0111\u1ed9ng c\u0169ng nh\u01b0 mong mu\u1ed1n\/nhu c\u1ea7u c\u1ee7a h\u1ecd. B\u1ea3n \u0111\u1ed3 kh\u00e1ch h\u00e0ng s\u1ebd gi\u00fap b\u1ea1n chi ti\u1ebft h\u00f3a v\u00e0 g\u1ee3i \u00fd nh\u1eefng c\u00e1ch l\u00e0m s\u00e1ng t\u1ea1o m\u00e0 n\u1ebfu kh\u00f4ng c\u00f3 n\u00f3, b\u1ea1n kh\u00f3 c\u00f3 th\u1ec3 nh\u1eadn ra.<\/p>\n

    V\u00ed d\u1ee5, n\u1ebfu b\u1ea1n c\u00f3 m\u1ed9t s\u1ed1 d\u1ecbch v\u1ee5 kh\u00e1c nhau, h\u00e3y suy ngh\u0129 v\u1ec1 con \u0111\u01b0\u1eddng, n\u1ed9i dung v\u00e0 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ea7n thi\u1ebft \u0111\u1ec3 gi\u00fap \u0111\u1ee1 kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c sinh chuy\u1ec3n \u0111\u1ed5i. N\u1ebfu h\u1ecd ch\u1ec9 quan t\u00e2m \u0111\u1ebfn m\u1ed9t d\u1ecbch v\u1ee5, n\u00f3 s\u1ebd l\u00e0 kh\u00f4n ngoan khi h\u01b0\u1edbng h\u1ecd theo con \u0111\u01b0\u1eddng ph\u00f9 h\u1ee3p v\u1edbi nh\u1eefng th\u00f4ng tin li\u00ean quan. Cung c\u1ea5p c\u00e1c th\u00f4ng tin m\u00e0 h\u1ecd mu\u1ed1n \u0111\u1ea7u ti\u00ean v\u00e0 sau \u0111\u00f3 m\u1edbi b\u00e1n gia t\u0103ng.<\/p>\n

    M\u1ed9t b\u1ea3n \u0111\u1ed3 kh\u00e1ch h\u00e0ng cho ph\u00e9p \u201ch\u00ecnh \u1ea3nh h\u00f3a\u201d c\u00e1ch b\u1ea1n s\u1eed d\u1ee5ng th\u00f4ng tin \u0111\u1ec3 c\u00e1 nh\u00e2n h\u00f3a con \u0111\u01b0\u1eddng v\u00e0 n\u1ed9i dung m\u00e0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng \u0111i qua. N\u00f3 c\u0169ng gi\u00fap x\u00e1c \u0111\u1ecbnh c\u00e1c b\u01b0\u1edbc ti\u1ebfp theo t\u00f9y thu\u1ed9c v\u00e0o h\u00e0nh \u0111\u1ed9ng c\u1ee7a h\u1ecd. N\u1ebfu b\u1ea1n g\u1eedi m\u1ed9t email \u0111\u1ebfn m\u1ed9t s\u1ed1 li\u00ean l\u1ea1c, b\u01b0\u1edbc 2 s\u1ebd kh\u00e1c nhau t\u00f9y thu\u1ed9c v\u00e0o vi\u1ec7c h\u1ecd nh\u1ea5p ho\u1eb7c kh\u00f4ng bao gi\u1edd m\u1edf email. N\u1ebfu h\u1ecd nh\u1ea5p, h\u00e0nh \u0111\u1ed9ng n\u00e0y n\u00ean chuy\u1ec3n sang b\u01b0\u1edbc k\u1ebf ti\u1ebfp, trong khi \u0111\u00f3 n\u1ebfu h\u1ecd th\u1eadm ch\u00ed kh\u00f4ng m\u1edf email, c\u00f3 l\u1ebd l\u00e0 m\u1ed9t email th\u1ee9 2 nh\u1eafc nh\u1edf l\u00e0 c\u1ea7n thi\u1ebft.<\/p>\n

    Kh\u00e1m ph\u00e1 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng s\u1ebd gi\u00fap b\u1ea1n th\u1ea5u hi\u1ec3u chi ti\u1ebft h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau, \u0111\u1ed3ng th\u1eddi c\u00f3 th\u00eam nh\u1eefng g\u1ee3i \u00fd \u0111\u1ec3 s\u00e1ng t\u1ea1o tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n h\u00f3a v\u00e0 r\u1ea5t ph\u00f9 h\u1ee3p \u0111\u1ec3 t\u0103ng doanh thu c\u0169ng nh\u01b0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i, m\u1edf r\u1ed9ng danh s\u00e1ch kh\u00e1ch h\u00e0ng trung th\u00e0nh.<\/p>\n

    Qu\u00e1 tr\u00ecnh l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ph\u1ee5 thu\u1ed9c nhi\u1ec1u nh\u1ea5t t\u1edbi m\u1ee5c \u0111\u00edch c\u1ee7a b\u1ea1n: c\u00f3 th\u1ec3 l\u00e0 to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u2013 t\u1eeb khi b\u1eaft \u0111\u1ea7u bi\u1ebft \u0111\u1ebfn th\u01b0\u01a1ng hi\u1ec7u cho \u0111\u1ebfn khi ho\u00e0n th\u00e0nh giao d\u1ecbch, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 \u0111\u1ed9i ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, h\u00e0nh tr\u00ecnh qua c\u00e1c k\u00eanh ti\u1ebfp th\u1ecb,\u2026 H\u00e3y b\u1eaft \u0111\u1ea7u b\u1eb1ng c\u00e1ch ng\u1ed3i l\u1ea1i v\u00e0 v\u1ebd ra h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i, \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh nh\u1eefng g\u00ec c\u00f3 th\u1ec3 l\u00e0m t\u1ed1t h\u01a1n cho kh\u00e1ch h\u00e0ng. Chi ti\u1ebft v\u1ec1 c\u00e1c y\u1ebfu t\u1ed1 quan tr\u1ecdng khi l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, s\u1ebd c\u00f3 trong b\u00e0i t\u1edbi \u0111\u00e2y tr\u00ean blog Subiz, \u0111\u1eebng qu\u00ean \u0111\u00f3n \u0111\u1ecdc nh\u00e9!<\/p>\n

    Tham kh\u1ea3o: Business2community, Salesforce v\u00e0 Kyna.vn<\/em><\/p>\n

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

      \n
    • Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn trong giai \u0111o\u1ea1n sau mua<\/em><\/li>\n
    • M\u1ea1ng x\u00e3 h\u1ed9i \u2013 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, li\u1ec7u c\u00f3 th\u1ec3 chung \u0111\u01b0\u1eddng?<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 b\u1ee9c tranh to\u00e0n c\u1ea3nh nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00f3 v\u1edbi doanh nghi\u1ec7p \u2013 n\u01a1i b\u1ea1n n\u1eafm \u0111\u01b0\u1ee3c c\u00e1c t\u00ecnh ti\u1ebft trong c\u00e2u chuy\u1ec7n v\u1ec1 tr\u1ea3i nghi\u1ec7m v\u1edbi th\u01b0\u01a1ng hi\u1ec7u t\u1eeb khi b\u1eaft \u0111\u1ea7u ti\u1ebfp x\u00fac cho \u0111\u1ebfn khi […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[191],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/55703"}],"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=55703"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/55703\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=55703"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=55703"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=55703"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}