{"id":70957,"date":"2024-03-27T22:47:59","date_gmt":"2024-03-27T15:47:59","guid":{"rendered":"https:\/\/masterskills.org\/blog\/ban-do-hanh-trinh-trai-nghiem-khach-hang-khai-niem-phan-loai-va-cach-xay-dung.html"},"modified":"2024-05-24T17:29:56","modified_gmt":"2024-05-24T10:29:56","slug":"ban-do-hanh-trinh-trai-nghiem-khach-hang-khai-niem-phan-loai-va-cach-xay-dung","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/ban-do-hanh-trinh-trai-nghiem-khach-hang-khai-niem-phan-loai-va-cach-xay-dung.html","title":{"rendered":"B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng: kha\u0301i ni\u00ea\u0323m, ph\u00e2n loa\u0323i va\u0300 ca\u0301ch x\u00e2y d\u01b0\u0323ng"},"content":{"rendered":"
X\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 hoa\u0323t \u0111\u00f4\u0323ng c\u00e2\u0300n thi\u00ea\u0301t \u0111\u00f4\u0301i v\u01a1\u0301i c\u00e1c doanh nghi\u00ea\u0323p. Ba\u0309n \u0111\u00f4\u0300 la\u0300 m\u00f4\u0323t trong nh\u01b0\u0303ng c\u01a1 s\u01a1\u0309 quan tro\u0323ng go\u0301p ph\u00e2\u0300n nghi\u00ean c\u01b0\u0301u t\u00e2m l\u00fd kha\u0301ch ha\u0300ng, \u0111i\u0323nh h\u01b0\u01a1\u0301ng chi\u00ea\u0301n l\u01b0\u01a1\u0323c marketing, x\u00e2y d\u01b0\u0323ng h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u00ea\u0323u,\u2026Ba\u0300i vi\u00ea\u0301t na\u0300y se\u0303 chia se\u0309 ca\u0301c th\u00f4ng tin c\u01a1 ba\u0309n v\u00ea\u0300 ba\u0309n \u0111\u00f4\u0300 ha\u0300nh tri\u0300nh tra\u0309i nghi\u00ea\u0323m kha\u0301ch ha\u0300ng, bao g\u00f4\u0300m: kha\u0301i ni\u00ea\u0323m, c\u00e2\u0301u tru\u0301c, ph\u00e2n loa\u0323i va\u0300 quy tri\u0300nh x\u00e2y d\u01b0\u0323ng ba\u0309n \u0111\u00f4\u0300 tra\u0309i nghi\u00ea\u0323m kha\u0301ch ha\u0300ng.<\/span><\/p>\n

1. B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?\u00a0<\/b><\/h2>\n

Ba\u0309n \u0111\u00f4\u0300 ha\u0300nh tri\u0300nh tra\u0309i nghi\u00ea\u0323m kha\u0301ch ha\u0300ng la\u0300 ba\u0309n \u0111\u00f4\u0300 tr\u01b0\u0323c quan th\u00ea\u0309 hi\u00ea\u0323n t\u00e2\u0301t ca\u0309 ca\u0301c \u0111i\u00ea\u0309m ti\u00ea\u0301p xu\u0301c gi\u01b0\u0303a kha\u0301ch ha\u0300ng va\u0300 doanh nghi\u00ea\u0323p, t\u01b0\u0300 khi ho\u0323 bi\u00ea\u0301t v\u00ea\u0300 sa\u0309n ph\u00e2\u0309m\/ di\u0323ch vu\u0323\/ th\u01b0\u01a1ng hi\u00ea\u0323u cu\u0309a doanh nghi\u00ea\u0323p cho \u0111\u00ea\u0301n khi ho\u0323 mua ha\u0300ng, s\u01b0\u0309 du\u0323ng sa\u0309n ph\u00e2\u0309m va\u0300 tr\u01a1\u0309 tha\u0300nh kha\u0301ch ha\u0300ng th\u00e2n thi\u00ea\u0301t ho\u1eb7c r\u01a1\u0300i bo\u0309 doanh nghi\u00ea\u0323p.\u00a0<\/span><\/p>\n

M\u00f4\u0303i \u0111i\u00ea\u0309m ti\u00ea\u0301p xu\u0301c tr\u00ean ba\u0309n \u0111\u00f4\u0300, doanh nghi\u00ea\u0323p c\u00e2\u0300n xa\u0301c \u0111i\u0323nh ca\u0301c khi\u0301a ca\u0323nh nh\u01b0 k\u00eanh ti\u00ea\u0301p xu\u0301c (online\/offline, cu\u0323 th\u00ea\u0309 h\u01a1n la\u0300 k\u00eanh website hay Facebook\u2026), t\u00e2m ly\u0301 va\u0300 ha\u0300nh vi cu\u0309a kha\u0301ch ha\u0300ng ta\u0323i m\u00f4\u0303i \u0111i\u00ea\u0309m, va\u0300 mu\u0323c ti\u00eau doanh nghi\u00ea\u0323p c\u00e2\u0300n \u0111a\u0323t \u0111\u01b0\u01a1\u0323c ta\u0323i m\u00f4\u0303i \u0111i\u00ea\u0309m ti\u00ea\u0301p xu\u0301c.<\/span><\/p>\n

\"Minh<\/p>\n

Minh h\u1ecda b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

2. L\u1ee3i \u00edch c\u1ee7a b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh v\u1edbi c\u00e1c doanh nghi\u1ec7p<\/b><\/h2>\n

M\u00f4 h\u00ecnh h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 kim ch\u1ec9 nam tr\u1ef1c quan cho c\u00e1c doanh nghi\u1ec7p. Nh\u1edd c\u00f3 b\u1ea3n \u0111\u1ed3, doanh nghi\u1ec7p s\u1ebd hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 c\u00e1c kh\u00e1ch h\u00e0ng v\u00e0 tr\u1ea3i nghi\u1ec7m mua s\u1eafm t\u1eeb \u0111\u1ea7u \u0111\u1ebfn cu\u1ed1i. Sau \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 l\u1ee3i \u00edch ti\u00eau bi\u1ec3u c\u1ee7a vi\u1ec7c x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

    \n
  • Ch\u1ecdn ph\u01b0\u01a1ng th\u1ee9c v\u00e0 chi\u1ebfn l\u01b0\u1ee3c marketing ph\u00f9 h\u1ee3p: <\/b>thay v\u00ec l\u00e3ng ph\u00ed th\u1eddi gian v\u00e0 nh\u00e2n l\u1ef1c th\u1eed nghi\u1ec7m c\u00e1c ph\u01b0\u01a1ng th\u1ee9c marketing, c\u00e1c b\u1ea1n c\u00f3 th\u1ec3 ch\u1ecdn l\u1ecdc m\u1ed9t v\u00e0i ph\u01b0\u01a1ng th\u1ee9c ph\u00f9 h\u1ee3p v\u1edbi \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch m\u1ee5c ti\u00eau \u0111\u1ec3 thi\u1ebft l\u1eadp c\u00e1c ho\u1ea1t \u0111\u1ed9ng marketing to\u00e0n di\u1ec7n v\u00e0 c\u00f3 h\u1ec7 th\u1ed1ng ch\u1eb7t ch\u1ebd.\u00a0<\/span><\/li>\n
  • Am hi\u1ec3u \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau v\u00e0 l\u00e0 la b\u00e0n ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng: <\/b>sau khi c\u00e1c b\u1ea1n \u0111\u00e3 d\u00e0nh th\u1eddi gian nghi\u00ean c\u1ee9u c\u00e1c th\u00f4ng tin v\u1ec1 kh\u00e1ch h\u00e0ng (gi\u1edbi t\u00ednh, \u0111\u1ed9 tu\u1ed5i, v\u1ecb tr\u00ed \u0111\u1ecba l\u00fd, s\u1edf th\u00edch, ngh\u1ec1 nghi\u1ec7p,\u2026), b\u1ea1n n\u00ean d\u1ef1 \u0111o\u00e1n c\u00e1ch m\u00e0 kh\u00e1ch h\u00e0ng s\u1ebd t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p. B\u00ean c\u1ea1nh \u0111\u00f3, b\u1ea1n n\u00ean l\u01b0u \u00fd \u0111\u1ebfn m\u1ed7i \u0111i\u1ec3m ch\u1ea1m v\u00e0 t\u1eebng giai \u0111o\u1ea1n h\u00e0nh \u0111\u1ed9ng c\u1ee7a h\u1ecd. Khi c\u00f3 b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh, b\u1ea1n s\u1ebd hi\u1ec3u v\u00e0 d\u1ef1 \u0111o\u00e1n h\u00e0nh vi \u0111\u1eb7c th\u00f9 c\u1ee7a t\u1eebng nh\u00f3m \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng. Sau \u0111\u00f3, b\u1ea1n s\u1ebd c\u00f3 chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp c\u1eadn h\u1ecd.<\/span><\/li>\n
  • T\u0103ng kh\u1ea3 n\u0103ng gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng: <\/b>khi s\u1edf h\u1eefu b\u1ea3n \u0111\u1ed3 tr\u1ea3i nghi\u1ec7m, c\u00e1c b\u1ea1n c\u00f2n nh\u1eadn bi\u1ebft \u0111\u01b0\u1ee3c c\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi m\u1ed7i \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch. T\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00e1c kh\u00e1ch h\u00e0ng m\u1edbi s\u1ebd kh\u00e1c h\u1eb3n v\u1edbi c\u00e1c kh\u00e1ch h\u00e0ng l\u00e2u n\u0103m. Hi\u1ec3u \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y, c\u00e1c doanh nghi\u1ec7p s\u1ebd bi\u1ebft nh\u01b0\u1ee3c \u0111i\u1ec3m c\u1ee7a \u0111\u1ed9i ng\u0169 n\u1ed9i b\u1ed9 \u1edf \u0111\u00e2u v\u00e0 c\u1ea3i thi\u1ec7n doanh s\u1ed1 b\u00e1n h\u00e0ng. Kh\u00f4ng ch\u1ec9 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, c\u00e1c b\u1ea1n c\u00f2n bi\u1ebfn h\u1ecd tr\u1edf th\u00e0nh \u0111\u1ea1i s\u1ee9 th\u01b0\u01a1ng hi\u1ec7u v\u00e0 qu\u1ea3ng b\u00e1 cho h\u00ecnh \u1ea3nh c\u00f4ng ty. H\u1ecd s\u1ebd t\u1ef1 nguy\u1ec7n th\u1ef1c hi\u1ec7n \u0111i\u1ec1u \u0111\u00f3 n\u1ebfu doanh nghi\u1ec7p khi\u1ebfn h\u1ecd th\u1ef1c s\u1ef1 h\u00e0i l\u00f2ng.<\/span><\/li>\n
  • Ph\u00e1t tri\u1ec3n \u0111\u1ed9i ng\u0169 b\u00e1n h\u00e0ng: <\/b>b\u1ea3n \u0111\u1ed3 n\u00e0y l\u00e0 c\u00f4ng c\u1ee5 gi\u00fap c\u00e1c b\u1ea1n hi\u1ec3u \u0111\u01b0\u1ee3c nhu c\u1ea7u v\u00e0 t\u00e2m l\u00fd c\u1ee7a kh\u00e1ch h\u00e0ng trong qu\u00e1 tr\u00ecnh mua b\u00e1n ho\u1eb7c giao d\u1ecbch. Doanh nghi\u1ec7p s\u1ebd c\u1ea3i thi\u1ec7n n\u0103ng su\u1ea5t c\u1ee7a ph\u00f2ng ban kinh doanh-b\u00e1n h\u00e0ng th\u00f4ng qua \u0111\u00e0o t\u1ea1o n\u00e2ng cao v\u00e0 th\u1ef1c ti\u1ec5n.<\/span><\/li>\n<\/ul>\n
    \"L\u1ee3i<\/p>\n

    L\u1ee3i \u00edch c\u1ee7a vi\u1ec7c x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

    3. C\u00e1c giai \u0111o\u1ea1n ch\u00ednh trong b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b><\/h2>\n

    D\u01b0\u0323a va\u0300o kha\u0301i ni\u00ea\u0323m, c\u00e1c b\u1ea1n co\u0301 th\u00ea\u0309 th\u00e2\u0301y c\u00e2\u0301u tru\u0301c ba\u0309n \u0111\u00f4\u0300 tra\u0309i nghi\u00ea\u0323m kha\u0301ch ha\u0300ng thay \u0111\u00f4\u0309i linh hoa\u0323t tu\u0300y mu\u0323c ti\u00eau, ca\u0301ch x\u00e2y d\u01b0\u0323ng va\u0300 ngu\u00f4\u0300n d\u01b0\u0303 li\u00ea\u0323u thu th\u00e2\u0323p \u0111\u01b0\u01a1\u0323c \u1edf t\u01b0\u0300ng doanh nghi\u00ea\u0323p. Tuy nhi\u00ean, c\u00e1c b\u1ea1n v\u1eabn co\u0301 th\u00ea\u0309 chia ca\u0301c \u0111i\u00ea\u0309m ti\u00ea\u0301p xu\u0301c trong mo\u0323i ba\u0309n \u0111\u00f4\u0300 tha\u0300nh ba giai \u0111oa\u0323n chi\u0301nh: tr\u01b0\u01a1\u0301c mua ha\u0300ng, khi mua ha\u0300ng va\u0300 sau khi mua ha\u0300ng.<\/span><\/p>\n

    3.1 Tr\u01b0\u1edbc khi mua h\u00e0ng ho\u1eb7c s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5<\/b><\/h3>\n

    Kh\u00e1ch h\u00e0ng co\u0301 th\u00ea\u0309 ch\u1ee7 \u0111\u1ed9ng t\u00ecm ki\u00ea\u0301m s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 \u0111\u00ea\u0309 \u0111a\u0301p \u01b0\u0301ng nhu c\u00e2\u0300u cu\u0309a ho\u0323. Ngoa\u0300i ra, h\u1ecd c\u00f3 th\u1ec3 bi\u1ebft \u0111\u1ebfn th\u01b0\u01a1ng hi\u1ec7u ho\u1eb7c c\u00f4ng ty m\u1ed9t c\u00e1ch t\u00ecnh c\u1edd (\u0111\u01b0\u1ee3c b\u1ea1n b\u00e8 ho\u1eb7c ng\u01b0\u1eddi quen gi\u1edbi thi\u1ec7u, nh\u00ecn th\u1ea5y qu\u1ea3ng c\u00e1o tr\u00ean c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng,\u2026).\u00a0<\/span><\/p>\n

    \u1ede giai \u0111oa\u0323n tr\u01b0\u01a1\u0301c khi mua ha\u0300ng, kha\u0301ch ha\u0300ng b\u1eaft \u0111\u1ea7u bi\u1ebft \u0111\u1ebfn doanh nghi\u1ec7p th\u00f4ng qua c\u00e1c k\u00eanh tr\u1ef1c tuy\u1ebfn (c\u00e1c k\u00eanh truy\u1ec1n th\u00f4ng tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i, website,\u2026) ho\u1eb7c ngo\u1ea1i tuy\u1ebfn (tham gia m\u1ed9t s\u1ef1 ki\u1ec7n ho\u1eb7c h\u1ed9i ngh\u1ecb m\u00e0 doanh nghi\u1ec7p c\u00f3 m\u1eb7t,\u2026). H\u1ecd s\u1ebd ch\u1ee7 \u0111\u1ed9ng t\u00ecm hi\u1ec3u v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty,\u00a0 quan t\u00e2m \u0111\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng va\u0300 m\u1ee9c \u0111\u1ed9 uy t\u00edn c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u.\u00a0<\/span><\/p>\n

    \u1ede giai \u0111oa\u0323n na\u0300y,\u00a0 doanh nghi\u1ec7p n\u00ean x\u00e2y d\u1ef1ng ca\u0301c \u0111i\u1ec3m ti\u1ebfp x\u00fac kha\u0301ch ha\u0300ng ph\u00f9 h\u1ee3p. \u0110\u1ec3 th\u1ef1c hi\u1ec7n, b\u1ea1n c\u00e2\u0300n xa\u0301c \u0111i\u0323nh ch\u00e2n dung kha\u0301ch ha\u0300ng ma\u0300 sa\u0309n ph\u00e2\u0309m ho\u1eb7c di\u0323ch vu\u0323 h\u01b0\u01a1\u0301ng t\u01a1\u0301i. Sau \u0111o\u0301, b\u1ea1n x\u00e2y d\u01b0\u0323ng th\u01b0\u01a1ng hi\u00ea\u0323u ta\u0323i ca\u0301c n\u00ea\u0300n ta\u0309ng co\u0301 kha\u0301ch ha\u0300ng ti\u00ea\u0300m n\u0103ng, hay no\u0301i ca\u0301ch kha\u0301c la\u0300 ta\u0323o \u0111i\u00ea\u0309m ti\u00ea\u0301p xu\u0301c.\u00a0<\/span><\/p>\n

    Vi\u0301 du\u0323, b\u1ea1n \u0111ang kinh doanh m\u1ed9t c\u1eeda h\u00e0ng b\u00e1n qu\u1ea7n \u00e1o th\u1eddi trang cho c\u00e1c kh\u00e1ch h\u00e0ng trong \u0111\u1ed9 tu\u1ed5i 20-30 ch\u1eb3ng h\u1ea1n. B\u1ea1n n\u00ean x\u00e2y d\u1ef1ng c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac l\u00e0 c\u1eeda h\u00e0ng tr\u00ean c\u00e1c trang m\u1ea1ng x\u00e3 h\u1ed9i (Facebook, Instagram, TikTok,\u2026) v\u00e0 tr\u00ean c\u00e1c s\u00e0n th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed (Shopee, TikTok,\u2026.). V\u00ec nh\u00f3m \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng n\u00e0y th\u01b0\u1eddng xuy\u00ean s\u1eed d\u1ee5ng ca\u0301c k\u00eanh tr\u00ean. \u0110\u1ed3ng th\u1eddi, c\u00e1c b\u1ea1n n\u00ean ch\u1ee7 \u0111\u1ed9ng ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1c chi\u1ebfn d\u1ecbch qu\u1ea3ng c\u00e1o nh\u01b0 h\u1ee3p t\u00e1c v\u1edbi KOLs v\u00e0 KOCs, qu\u1ea3ng c\u00e1o,\u2026v\u00e0 nhi\u1ec1u chi\u1ebfn l\u01b0\u1ee3c kh\u00e1c \u0111\u1ec3 ti\u1ebfp c\u1eadn \u0111a d\u1ea1ng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng.\u00a0<\/span><\/p>\n

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

    X\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p tr\u01b0\u1edbc khi mua h\u00e0ng<\/p>\n<\/div>\n

    3.2 Khi mua h\u00e0ng<\/b><\/h3>\n

    Trong giai \u0111o\u1ea1n n\u00e0y, c\u00e1c kh\u00e1ch h\u00e0ng s\u1ebd quan t\u00e2m \u0111\u1ebfn g\u00ec? \u0110\u00f3 c\u00f3 th\u1ec3 l\u00e0 gi\u00e1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 \u1edf th\u1eddi \u0111i\u1ec3m mua, c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i, c\u00e1c ch\u00ednh s\u00e1ch mua v\u00e0 \u0111\u1ed5i tr\u1ea3 (n\u1ebfu c\u00f3), c\u00e1c ph\u01b0\u01a1ng th\u1ee9c thanh to\u00e1n, th\u1eddi gian nh\u1eadn h\u00e0ng, hi\u1ec7n tr\u1ea1ng m\u00f3n h\u00e0ng,\u2026<\/span><\/p>\n

    V\u1ec1 ph\u00eda doanh nghi\u1ec7p, c\u00e1c b\u1ea1n ph\u1ea3i th\u1ef1c hi\u1ec7n nh\u1eefng g\u00ec \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 g\u00ec m\u00e0 kh\u00e1ch quan t\u00e2m? Th\u00f4ng th\u01b0\u1eddng, kh\u00e1ch h\u00e0ng quan t\u00e2m \u0111\u1ebfn gi\u00e1 c\u1ea3. V\u00ec v\u1eady, c\u00e1c b\u1ea1n c\u00f3 th\u1ec3 tung ra c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i v\u00e0o th\u1eddi \u0111i\u1ec3m mua h\u00e0ng, c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh tr\u1ea3 g\u00f3p v\u00e0 mua k\u00e8m qu\u00e0 t\u1eb7ng,\u2026Sau gi\u00e1 c\u1ea3, h\u1ecd c\u0169ng quan t\u00e2m \u0111\u1ebfn v\u1ea5n \u0111\u1ec1 v\u1eadn chuy\u1ec3n. C\u00e1c b\u1ea1n c\u00f3 th\u1ec3 th\u00f4ng b\u00e1o r\u00f5 v\u1ec1 ph\u00ed v\u1eadn chuy\u1ec3n, th\u1eddi gian giao h\u00e0ng cho m\u1ed7i ph\u01b0\u01a1ng th\u1ee9c v\u1eadn chuy\u1ec3n, c\u00e1c ch\u00ednh s\u00e1ch b\u1ea3o h\u00e0nh ho\u1eb7c \u0111\u1ed5i tr\u1ea3,\u2026<\/span><\/p>\n

    3.3 Sau khi mua h\u00e0ng<\/b><\/h3>\n

    Sau khi \u0111\u00e3 mua h\u00e0ng, kh\u00e1ch h\u00e0ng s\u1ebd quan t\u00e2m \u0111\u1ebfn nh\u1eefng g\u00ec? \u0110\u00e2y l\u00e0 giai \u0111o\u1ea1n m\u00e0 r\u1ea5t nhi\u1ec1u doanh nghi\u1ec7p b\u1ecf s\u00f3t. T\u00f9y theo s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5, kh\u00e1ch s\u1ebd quan t\u00e2m \u0111\u1ebfn c\u00e1ch s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5, c\u00e1c ch\u00ednh s\u00e1ch b\u1ea3o h\u00e0nh (\u0111\u1ed5i tr\u1ea3, ho\u00e0n ti\u1ec1n,\u2026) v\u00e0 c\u00e1c v\u1ea5n \u0111\u1ec1 v\u1ec1 b\u1ea3o qu\u1ea3n, b\u1ea3o tr\u00ec, b\u1ea3o d\u01b0\u1ee1ng,\u2026<\/span><\/p>\n

    \u0110\u1ee9ng \u1edf g\u00f3c \u0111\u1ed9 doanh nghi\u1ec7p, c\u00e1c b\u1ea1n c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n nh\u1eefng g\u00ec? C\u00e1c b\u1ea1n n\u00ean c\u00f3 nh\u1eefng ch\u00ednh s\u00e1ch h\u01b0\u1edbng d\u1eabn s\u1eed d\u1ee5ng ho\u1eb7c b\u1ea3o qu\u1ea3n r\u00f5 r\u00e0ng. B\u00ean c\u1ea1nh \u0111\u00f3, c\u00e1c b\u1ea1n n\u00ean x\u00e2y d\u1ef1ng \u0111\u1ed9i ng\u0169 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng v\u00e0 y\u00eau c\u1ea7u h\u1ecd li\u00ean h\u1ec7 v\u1edbi kh\u00e1ch \u0111\u1ec3 h\u1ecfi th\u0103m t\u00ecnh h\u00ecnh s\u1eed d\u1ee5ng.\u00a0<\/span><\/p>\n

    4. C\u00e1c lo\u1ea1i b\u1ea3n \u0111\u1ed3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b><\/h2>\n

    Trong th\u1eddi \u0111\u1ea1i ng\u00e0y nay, kh\u00e1ch h\u00e0ng s\u1ebd th\u01b0\u1eddng xuy\u00ean thay \u0111\u1ed5i s\u1edf th\u00edch hay h\u00e0nh vi v\u00ec s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a n\u1ec1n c\u00f4ng ngh\u1ec7. C\u00e1c doanh nghi\u1ec7p c\u0169ng ph\u1ea3i c\u00f3 nh\u1eefng b\u01b0\u1edbc ti\u1ebfn ph\u00f9 h\u1ee3p. \u0110\u1ec3 b\u1eaft k\u1ecbp c\u00e1c xu h\u01b0\u1edbng \u0111\u1ed5i m\u1edbi, c\u00e1c b\u1ea1n n\u00ean x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Hi\u1ec7n c\u00f3 nhi\u1ec1u lo\u1ea1i b\u1ea3n \u0111\u1ed3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

    \"Vi\u1ec7c<\/p>\n

    Vi\u1ec7c t\u1ea1o d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, c\u00e1c doanh nghi\u1ec7p s\u1ebd n\u1eafm r\u00f5 t\u1ea5t c\u1ea3 \u0111i\u1ec3m ti\u1ebfp x\u00fac<\/p>\n<\/div>\n

    4.1 Giai \u0111o\u1ea1n hi\u1ec7n t\u1ea1i (current stage)<\/b><\/h3>\n

    Giai \u0111o\u1ea1n hi\u1ec7n t\u1ea1i c\u00f2n \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 b\u1ea3n \u0111\u1ed3 th\u1ea5u c\u1ea3m. V\u00ec n\u00f3 ph\u00e1c th\u1ea3o h\u00e0nh \u0111\u1ed9ng, suy ngh\u0129 v\u00e0 c\u1ea3m x\u00fac c\u1ee7a c\u00e1c kh\u00e1ch h\u00e0ng khi t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p. \u0110\u00e2y \u0111\u01b0\u1ee3c xem l\u00e0 b\u1ea3n \u0111\u1ed3 ph\u1ed5 bi\u1ebfn v\u1edbi c\u00e1c doanh nghi\u1ec7p nh\u1eb1m n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng trong th\u1eddi \u0111\u1ea1i s\u1ed1. B\u1ea3n \u0111\u1ed3 n\u00e0y c\u00f3 li\u00ean quan \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng trong su\u1ed1t qu\u00e1 tr\u00ecnh mua h\u00e0ng. N\u00f3 l\u00e0 b\u1ea3n \u0111\u1ed3 gi\u00fap c\u00e1c b\u1ea1n tr\u00e1nh \u0111\u01b0\u1ee3c t\u00ecnh tr\u1ea1ng kh\u00f4ng h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0\u00a0<\/span><\/p>\n

    V\u00ed d\u1ee5 \u0111i\u1ec3n h\u00ecnh l\u00e0 c\u00f4ng ty b\u1ea1n d\u1ec5 b\u1ecf s\u00f3t c\u00e1c k\u00eanh truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i. \u0110i\u1ec1u \u0111\u00f3 c\u00f3 ngh\u0129a l\u00e0 b\u1ea1n d\u00f9ng t\u1ea5t c\u1ea3 m\u1ea1ng x\u00e3 h\u1ed9i nh\u01b0ng kh\u00f4ng ph\u1ea3i k\u00eanh n\u00e0o b\u1ea1n c\u0169ng t\u01b0\u01a1ng t\u00e1c k\u1ecbp th\u1eddi v\u1edbi kh\u00e1ch h\u00e0ng khi h\u1ecd nh\u1eafn tin cho b\u1ea1n. Kh\u00e1ch h\u00e0ng s\u1ebd b\u1ecf khi kh\u00f4ng th\u1ea5y ai h\u1ed3i \u0111\u00e1p tin nh\u1eafn. \u0110\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 n\u00e0y, b\u1ea1n n\u00ean x\u00e2y d\u1ef1ng lo\u1ea1i b\u1ea3n \u0111\u1ed3 n\u00e0y v\u00e0 t\u00ecm xem c\u00e1c \u0111i\u1ec3m y\u1ebfu trong qu\u00e1 tr\u00ecnh ti\u1ebfp c\u1eadn v\u00e0 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch.\u00a0<\/span><\/p>\n

    C\u00f3 th\u1ec3 n\u00f3i, b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh hi\u1ec7n t\u1ea1i l\u00e0 ph\u01b0\u01a1ng ph\u00e1p h\u1eefu \u00edch gi\u00fap b\u1ea1n \u0111i\u1ec1u ch\u1ec9nh to\u00e0n b\u1ed9 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

    4.2 Ho\u1ea1t \u0111\u1ed9ng th\u01b0\u1eddng nh\u1eadt (day in the life)<\/b><\/h3>\n

    B\u1ea3n \u0111\u1ed3 mi\u00eau t\u1ea3 ho\u1ea1t \u0111\u1ed9ng th\u01b0\u1eddng nh\u1eadt c\u00f2n \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 b\u1ea3n \u0111\u1ed3 kinh nghi\u1ec7m. N\u00f3 di\u1ec5n t\u1ea3 h\u00e0nh vi, suy ngh\u0129 v\u00e0 c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng trong c\u00e1c ho\u1ea1t \u0111\u1ed9ng h\u00e0ng ng\u00e0y. B\u1ea3n \u0111\u1ed3 tr\u1ea3i nghi\u1ec7m c\u00f3 th\u1ec3 li\u00ean quan ho\u1eb7c kh\u00f4ng li\u00ean quan \u0111\u1ebfn s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty. Tuy nhi\u00ean, b\u1ea3n \u0111\u1ed3 n\u00e0y s\u1ebd r\u1ea5t h\u1eefu \u00edch \u0111\u1ec3 doanh nghi\u1ec7p t\u00ecm ki\u1ebfm c\u00e1c nhu c\u1ea7u ti\u1ec1m \u1ea9n c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

    C\u00e1c doanh nghi\u1ec7p thi\u1ebft k\u1ebf b\u1ea3n \u0111\u1ed3 n\u00e0y nh\u1eb1m n\u00e2ng cao quy tr\u00ecnh b\u00e1n h\u00e0ng v\u00e0 l\u1eadp h\u1ed3 s\u01a1 c\u00e1c kh\u00e1ch h\u00e0ng. B\u1ea3n \u0111\u1ed3 th\u01b0\u1eddng t\u1eadp trung v\u00e0o y\u1ebfu t\u1ed1 nh\u00e2n kh\u1ea9u h\u1ecdc c\u1ee7a c\u00e1c kh\u00e1ch h\u00e0ng v\u00e0 thi\u1ebft l\u1eadp b\u1ee9c tranh t\u1ed5ng th\u1ec3 v\u1ec1 h\u00e0nh vi mua s\u1eafm c\u1ee7a c\u00e1c kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

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

    B\u1ea3n \u0111\u1ed3 mi\u00eau t\u1ea3 ho\u1ea1t \u0111\u1ed9ng th\u01b0\u1eddng nh\u1eadt c\u00f2n \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 b\u1ea3n \u0111\u1ed3 kinh nghi\u1ec7m<\/p>\n<\/div>\n

    B\u1ea3n \u0111\u1ed3 c\u0169ng tr\u1edf n\u00ean h\u1eefu \u00edch \u0111\u1ec3 c\u00f4ng ty c\u1ea3i thi\u1ec7n c\u00e1c ho\u1ea1t \u0111\u1ed9ng giao ti\u1ebfp v\u00e0 n\u00e2ng cao kh\u00e2u ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng sau khi b\u00e1n h\u00e0ng. B\u1ea3n \u0111\u1ed3 n\u00e0y tr\u1edf th\u00e0nh m\u1ed9t c\u00f4ng c\u1ee5 \u0111\u1eafc l\u1ef1c \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.\u00a0\u00a0<\/span><\/p>\n

    M\u1ee5c \u0111\u00edch ch\u00ednh c\u1ee7a b\u1ea3n \u0111\u1ed3 l\u00e0 s\u1eed d\u1ee5ng c\u00e1c th\u00f4ng tin tr\u00ean b\u1ea3n \u0111\u1ed3 \u0111\u1ec3 \u0111i\u1ec1u ch\u1ec9nh hi\u1ec7n tr\u1ea1ng c\u1ee7a s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. Th\u1eadm ch\u00ed, c\u00e1c b\u1ea1n c\u00f3 th\u1ec3 hi\u1ec7n th\u1ef1c h\u00f3a b\u1ea3n \u0111\u1ed3 b\u1eb1ng c\u00e1c gi\u1ea3i ph\u00e1p hi\u1ec7u qu\u1ea3 v\u00e0 \u00e1p d\u1ee5ng v\u00e0o cu\u1ed9c s\u1ed1ng h\u00e0ng ng\u00e0y c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

    4.3 Giai \u0111o\u1ea1n t\u01b0\u01a1ng lai (future stage)<\/b><\/h3>\n

    B\u1ea3n \u0111\u1ed3 \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf nh\u1eb1m d\u1ef1 \u0111o\u00e1n v\u00e0 t\u1ea1o quy tr\u00ecnh mua s\u1eafm c\u1ee7a kh\u00e1ch. \u0110\u00e2y l\u00e0 quy tr\u00ecnh mang l\u1ea1i l\u1ee3i \u00edch cho c\u1ea3 kh\u00e1ch h\u00e0ng v\u00e0 c\u00f4ng ty b\u1ea1n. N\u00f3 th\u01b0\u1eddng h\u1ed7 tr\u1ee3 cho c\u00e1c doanh nghi\u1ec7p nh\u1eadn bi\u1ebft h\u00e0nh vi, suy ngh\u0129 v\u00e0 c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng khi t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u ho\u1eb7c doanh nghi\u1ec7p.\u00a0<\/span><\/p>\n

    C\u00e1c b\u1ea1n c\u00f3 th\u1ec3 \u0111\u1ecbnh h\u00ecnh c\u00e1c d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh d\u1ef1a theo lo\u1ea1i b\u1ea3n \u0111\u1ed3 n\u00e0y. N\u00f3 th\u01b0\u1eddng \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng v\u00e0o c\u00e1c tr\u01b0\u1eddng h\u1ee3p \u0111o l\u01b0\u1eddng quy tr\u00ecnh b\u00e1n h\u00e0ng, n\u00e2ng c\u1ea5p c\u00e1c chi\u1ebfn l\u01b0\u1ee3c, minh h\u1ecda t\u1ea7m nh\u00ecn v\u00e0 ph\u00e1c th\u1ea3o c\u00e1c m\u1ee5c ti\u00eau trong t\u01b0\u01a1ng lai.\u00a0<\/span><\/p>\n

    B\u1ea3n \u0111\u1ed3 t\u01b0\u01a1ng lai th\u01b0\u1eddng song h\u00e0nh v\u1edbi b\u1ea3n \u0111\u1ed3 hi\u1ec7n t\u1ea1i (th\u1ea5u c\u1ea3m). D\u00f9 h\u1eefu \u00edch nh\u01b0ng b\u1ea3n \u0111\u1ed3 n\u00e0y l\u1ea1i kh\u00f4ng \u0111\u01b0\u1ee3c c\u00e1c doanh nghi\u1ec7p chu\u1ed9ng d\u00f9ng. Theo ngu\u1ed3n d\u1eef li\u1ec7u t\u1eeb Forrester (th\u00e1ng 5 n\u0103m 2018), Opinionlab cho bi\u1ebft ch\u1ec9 26% doanh nghi\u1ec7p th\u01b0\u1eddng d\u00f9ng b\u1ea3n \u0111\u1ed3 t\u01b0\u01a1ng lai.\u00a0\u00a0<\/span><\/p>\n

    4.4 Giai \u0111o\u1ea1n \u0111i\u1ec3m xanh (service blueprint)<\/b><\/h3>\n

    B\u1ea3n \u0111\u1ed3 giai \u0111o\u1ea1n \u0111i\u1ec3m xanh l\u00e0 b\u1ea3n \u0111\u1ed3 li\u1ec7t k\u00ea v\u00e0 ph\u00e2n t\u1ea7ng c\u00e1c y\u1ebfu t\u1ed1 t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. B\u1ea3n \u0111\u1ed3 n\u00e0y ph\u00f9 h\u1ee3p d\u00f9ng \u0111\u1ec3 t\u00ecm hi\u1ec3u nguy\u00ean nh\u00e2n s\u00e2u xa c\u1ee7a c\u00e1c v\u1ea5n \u0111\u1ec1 m\u00e0 kh\u00e1ch h\u00e0ng \u0111ang v\u01b0\u1edbng m\u1eafc. Sau \u0111\u00f3, c\u00e1c b\u1ea1n x\u00e1c \u0111\u1ecbnh v\u00e0 \u0111\u00e1p \u1ee9ng \u0111\u1ea7y \u0111\u1ee7 c\u00e1c kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i v\u00e0 t\u01b0\u01a1ng lai.<\/span><\/p>\n

    B\u1ea3n \u0111\u1ed3 n\u00e0y r\u1ea5t c\u1ea7n thi\u1ebft v\u1edbi c\u00e1c doanh nghi\u1ec7p kinh doanh c\u00e1c g\u00f3i d\u1ecbch v\u1ee5 ho\u1eb7c c\u00e1c s\u1ea3n ph\u1ea9m v\u00f4 h\u00ecnh. B\u1edfi v\u00ec c\u00e1c b\u1ea1n kh\u00f3 thuy\u1ebft ph\u1ee5c l\u00e3nh \u0111\u1ea1o ph\u1ea3i thay \u0111\u1ed5i m\u1ed9t s\u1ed1 \u0111i\u1ec3m trong m\u00f4 h\u00ecnh kinh doanh, cung c\u00e1ch ho\u1ea1t \u0111\u1ed9ng, m\u1ed9t \u0111i\u1ec3m n\u00e0o \u0111\u00f3 \u1edf d\u1ecbch v\u1ee5 \u0111ang cung c\u1ea5p cho kh\u00e1ch h\u00e0ng, t\u00ecm ki\u1ebfm c\u00e1c \u0111i\u1ec3m b\u1ea5t \u1ed5n trong kh\u00e2u ph\u1ee5c v\u1ee5 kh\u00e1ch,\u2026.\u00a0<\/span><\/p>\n

    \u0110\u1ec1 c\u1eadp \u0111\u1ebfn nh\u1eefng thay \u0111\u1ed5i c\u1ee5 th\u1ec3 tr\u01b0\u1edbc ban l\u00e3nh \u0111\u1ea1o l\u00e0 kh\u00f3 kh\u0103n khi b\u1ea1n kh\u00f4ng s\u1edf h\u1eefu b\u1ee9c tranh \u0111\u1ea7y \u0111\u1ee7 v\u1ec1 quy tr\u00ecnh c\u1ea3i t\u1ed5. Trong b\u1ea3n \u0111\u1ed3 n\u00e0y, b\u1ea1n s\u1ebd h\u00ecnh dung t\u1eebng b\u01b0\u1edbc ph\u1ea3i th\u1ef1c hi\u1ec7n trong quy tr\u00ecnh \u0111\u1ed5i m\u1edbi. \u0110\u1ed3ng th\u1eddi, b\u1ea1n c\u0169ng lo\u1ea1i b\u1ecf c\u00e1c y\u1ebfu t\u1ed1 kh\u00f4ng r\u00f5 r\u00e0ng v\u00e0 l\u00e0m n\u1ed5i b\u1eadt c\u00e1c y\u1ebfu \u0111i\u1ec3m c\u1ea7n ph\u1ea3i kh\u1eafc ph\u1ee5c.\u00a0<\/span><\/p>\n

    B\u1ea3n \u0111\u1ed3 n\u00e0y t\u1ea1o ra c\u1ea5u tr\u00fac r\u00e0nh m\u1ea1ch nh\u1eb1m h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p th\u1ef1c thi v\u00e0 \u0111\u1ea1t \u0111\u01b0\u1ee3c c\u00e1c m\u1ee5c ti\u00eau \u0111\u00e3 \u0111\u1ec1 ra. Ch\u1ee9c n\u0103ng ch\u00e9o trong b\u1ea3n \u0111\u1ed3 c\u0169ng c\u1ea3i thi\u1ec7n v\u1ea5n \u0111\u1ec1 giao ti\u1ebfp gi\u1eefa c\u00e1c b\u00ean \u2013 kh\u00e1ch h\u00e0ng \u2013 \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean \u2013 qu\u1ea3n l\u00fd \u2013 ban l\u00e3nh \u0111\u1ea1o. \u0110i\u1ec1u n\u00e0y s\u1ebd t\u0103ng c\u01a1 h\u1ed9i cho c\u00f4ng ty hi\u1ec3u kh\u00e1ch h\u01a1n v\u00e0 \u0111\u00e1p \u1ee9ng \u0111\u1ea7y \u0111\u1ee7 nhu c\u1ea7u c\u1ee7a kh\u00e1ch. \u0110\u1ed3ng th\u1eddi, c\u00f4ng ty v\u1eabn ti\u1ebfp t\u1ee5c th\u1ef1c thi \u0111\u00fang quy tr\u00ecnh ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 kh\u00f4ng g\u1eb7p ph\u1ea3i tr\u1edf ng\u1ea1i n\u00e0o kh\u00e1c.\u00a0<\/span><\/p>\n

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

    B\u1ea3n \u0111\u1ed3 giai \u0111o\u1ea1n \u0111i\u1ec3m xanh l\u00e0 b\u1ea3n \u0111\u1ed3 li\u1ec7t k\u00ea v\u00e0 ph\u00e2n t\u1ea7ng c\u00e1c y\u1ebfu t\u1ed1 t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch<\/p>\n<\/div>\n

    5. X\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/b><\/h2>\n

    X\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng gi\u00fap c\u00e1c doanh nghi\u1ec7p th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng. B\u1ea3n \u0111\u1ed3 h\u1ed7 tr\u1ee3 c\u00e1c b\u1ea1n hi\u1ec3u \u0111\u01b0\u1ee3c h\u00e0nh vi v\u00e0 suy ngh\u0129 c\u1ee7a kh\u00e1ch tr\u01b0\u1edbc \u2013 trong v\u00e0 sau giai \u0111o\u1ea1n mua h\u00e0ng. T\u1eeb b\u1ea3n \u0111\u1ed3, b\u1ea1n c\u00f3 th\u1ec3 ph\u00e2n lo\u1ea1i c\u00e1c nh\u00f3m \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u1ec1 ra c\u00e1c s\u00e1ch l\u01b0\u1ee3c ph\u00f9 h\u1ee3p. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 g\u1ee3i \u00fd x\u00e2y d\u1ef1ng m\u1ed9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m mua h\u00e0ng c\u1ee7a kh\u00e1ch.\u00a0<\/span><\/p>\n

      \n
    • X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau<\/b>: v\u00ec sao doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng? B\u1ea1n s\u1ebd l\u1eadp bao nhi\u00eau b\u1ea3n \u0111\u1ed3? B\u1ea3n \u0111\u1ed3 n\u00e0o s\u1ebd \u00e1p d\u1ee5ng cho ki\u1ec3u kh\u00e1ch n\u00e0o? C\u00f4ng ty \u0111ang h\u01b0\u1edbng \u0111\u1ebfn c\u00e1c m\u1ee5c ti\u00eau n\u00e0o? T\u00ecnh h\u00ecnh kinh doanh hi\u1ec7n t\u1ea1i c\u1ee7a c\u00f4ng ty nh\u01b0 th\u1ebf n\u00e0o? C\u00f4ng ty c\u00f3 \u0111ang g\u1eb7p v\u1ea5n \u0111\u1ec1 kh\u00f3 kh\u0103n g\u00ec kh\u00f4ng? Tr\u01b0\u1edbc khi b\u1eaft \u0111\u1ea7u v\u1ebd b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh, b\u1ea1n n\u00ean t\u1ef1 \u0111\u1eb7t c\u00e1c c\u00e2u h\u1ecfi t\u01b0\u01a1ng t\u1ef1 v\u00e0 t\u00ecm c\u00e1c \u0111\u00e1p \u00e1n. L\u1eddi gi\u1ea3i \u0111\u00e1p ch\u00ednh l\u00e0 b\u1ea1n \u0111ang x\u00e1c \u0111\u1ecbnh \u0111\u00fang m\u1ee5c ti\u00eau l\u1eadp b\u1ea3n \u0111\u1ed3.\u00a0<\/span><\/li>\n
    • Ph\u00e1c th\u1ea3o ch\u00e2n dung kh\u00e1ch h\u00e0ng<\/b>: b\u1ea1n kh\u00f4ng th\u1ec3 ng\u1ed3i t\u01b0\u1edfng t\u01b0\u1ee3ng ch\u00e2n dung kh\u00e1ch h\u00e0ng v\u00e0 v\u1ebd theo c\u1ea3m t\u00ednh. \u1ede b\u01b0\u1edbc n\u00e0y, b\u1ea1n c\u1ea7n ph\u1ea3i ti\u1ebfn h\u00e0nh nhi\u1ec1u cu\u1ed9c kh\u1ea3o s\u00e1t \u0111\u1ec3 thu \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i v\u00e0 g\u00f3p \u00fd t\u1eeb ph\u00eda kh\u00e1ch h\u00e0ng (kh\u00e1ch h\u00e0ng m\u1edbi, kh\u00e1ch c\u0169, kh\u00e1ch ti\u1ec1m n\u0103ng,\u2026) th\u00f4ng qua c\u00e1c b\u1ea3ng c\u00e2u h\u1ecfi. Sau khi \u0111\u00e3 thu th\u1eadp nh\u1eefng b\u1ea3ng bi\u1ec3u, b\u1ea1n b\u1eaft \u0111\u1ea7u hi\u1ec3u \u0111\u01b0\u1ee3c t\u1ea5t c\u1ea3 \u0111\u1eb7c \u0111i\u1ec3m c\u1ee7a t\u1eebng lo\u1ea1i kh\u00e1ch h\u00e0ng. B\u1ea1n ph\u00e2n chia th\u00e0nh c\u00e1c nh\u00f3m kh\u00e1ch v\u00e0 ch\u1ecdn m\u1ed9t v\u00e0i t\u1eadp kh\u00e1ch \u0111\u1ec3 ch\u0103m s\u00f3c.<\/span><\/li>\n
    • X\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac (\u0111i\u1ec3m ch\u1ea1m) tr\u00ean b\u1ea3n \u0111\u1ed3<\/b>: \u0111i\u1ec3m ti\u1ebfp x\u00fac l\u00e0 t\u1ea5t c\u1ea3 nh\u1eefng n\u01a1i m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p. \u0110\u00e2y l\u00e0 b\u01b0\u1edbc r\u1ea5t c\u1ea7n thi\u1ebft trong qu\u00e1 tr\u00ecnh v\u1ebd b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. B\u1edfi n\u00f3 gi\u00fap b\u1ea1n hi\u1ec3u s\u00e2u v\u1ec1 c\u00e1c h\u00e0nh vi mua h\u00e0ng c\u1ee7a h\u1ecd. B\u1ea1n kh\u00f4ng n\u00ean ch\u1ec9 nghi\u00ean c\u1ee9u h\u00e0nh vi mua s\u1eafm-ti\u00eau d\u00f9ng c\u1ee7a kh\u00e1ch tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i. B\u1ea1n ph\u1ea3i m\u1edf r\u1ed9ng ra nhi\u1ec1u k\u00eanh kh\u00e1c nh\u01b0 email marketing, qu\u1ea3ng c\u00e1o c\u00f3 tr\u1ea3 ph\u00ed, c\u00e1c k\u00eanh chuy\u00ean \u0111\u00e1nh gi\u00e1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5, c\u00e1c h\u1ed9i nh\u00f3m c\u1ed9ng \u0111\u1ed3ng, c\u00e1c k\u00eanh truy\u1ec1n th\u1ed1ng (ch\u1ee3, si\u00eau th\u1ecb, c\u1eeda h\u00e0ng b\u00e1ch h\u00f3a,\u2026). Sau \u0111\u00f3, b\u1ea1n n\u00ean \u0111\u1ec1 ra m\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi \u0111\u1ec3 ki\u1ec3m tra bao qu\u00e1t c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac tr\u00ean b\u1ea3n \u0111\u1ed3 nh\u01b0: bao nhi\u00eau \u0111i\u1ec3m ti\u1ebfp x\u00fac? Nhi\u1ec1u hay \u00edt \u0111i\u1ec3m? \u1ede nh\u1eefng \u0111i\u1ec3m ti\u1ebfp x\u00fac, kh\u00e1ch d\u00e0nh kho\u1ea3ng bao nhi\u00eau gi\u1edd (ph\u00fat) \u0111\u1ec3 th\u1ef1c hi\u1ec7n?\u00a0<\/span><\/li>\n
    • Ch\u1ecdn lo\u1ea1i b\u1ea3n \u0111\u1ed3 ph\u00f9 h\u1ee3p<\/b>: nh\u01b0 v\u1eeba \u0111\u1ec1 c\u1eadp \u1edf ph\u1ea7n tr\u00ean, b\u1ea1n s\u1ebd th\u1ea5y c\u00f3 b\u1ed1n lo\u1ea1i b\u1ea3n \u0111\u1ed3 \u2013 hi\u1ec7n t\u1ea1i, t\u01b0\u01a1ng lai, ho\u1ea1t \u0111\u1ed9ng th\u01b0\u1eddng nh\u1eadt v\u00e0 \u0111i\u1ec3m xanh. Khi ch\u1ecdn lo\u1ea1i b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh, n\u00f3 s\u1ebd ph\u1ee5 thu\u1ed9c v\u00e0o m\u1ee5c ti\u00eau v\u00e0 t\u00ecnh h\u00ecnh ph\u00e1t tri\u1ec3n th\u1ef1c t\u1ebf c\u1ee7a doanh nghi\u1ec7p. B\u1ea1n c\u00f3 th\u1ec3 ch\u1ecdn v\u00e0 s\u1eed d\u1ee5ng m\u1ed9t ho\u1eb7c c\u1ea3 b\u1ed1n b\u1ea3n \u0111\u1ed3 v\u00e0 ph\u00e2n chia s\u1eed d\u1ee5ng theo th\u1eddi \u0111i\u1ec3m ho\u1ea1t \u0111\u1ed9ng kinh doanh c\u1ee7a c\u00f4ng ty.\u00a0<\/span><\/li>\n
    • L\u1eadp k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng<\/b>: ch\u1ec9 v\u1ebd ra b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh th\u00f4i l\u00e0 ch\u01b0a \u0111\u1ee7. C\u00e1c b\u1ea1n n\u00ean ph\u1ea3i c\u00f3 b\u01b0\u1edbc th\u1ea9m \u0111\u1ecbnh, ph\u00e2n t\u00edch v\u00e0 \u0111\u00e1nh gi\u00e1 c\u00e1c d\u1eef li\u1ec7u \u0111\u00e3 thu th\u1eadp \u0111\u01b0\u1ee3c. Trong qu\u00e1 tr\u00ecnh th\u1eed nghi\u1ec7m l\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng, b\u1ea1n n\u00ean ghi ch\u00fa c\u00e1c kho\u1ea3nh kh\u1eafc kh\u00f3 kh\u0103n v\u00e0 c\u1ea3m x\u00fac mua h\u00e0ng khi tr\u1ea3i nghi\u1ec7m th\u1eed s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty. B\u00ean c\u1ea1nh \u0111\u00f3, h\u00e3y th\u1eed ph\u00e2n t\u00edch c\u00e1c tr\u1ea3i nghi\u1ec7m v\u00e0 x\u00e1c \u0111\u1ecbnh nguy\u00ean nh\u00e2n s\u00e2u xa s\u1ebd gi\u00fap b\u1ea1n kh\u00e1m ph\u00e1 c\u00e1c nhu c\u1ea7u c\u1ee7a kh\u00e1ch ch\u01b0a \u0111\u01b0\u1ee3c h\u1ed3i \u0111\u00e1p. T\u1eeb \u0111\u00f3, b\u1ea1n s\u1ebd tinh ch\u1ec9nh s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 \u0111\u00fang v\u1edbi th\u1ef1c t\u1ebf. \u0110\u1ec3 thu \u0111\u01b0\u1ee3c c\u00e1c d\u1eef li\u1ec7u \u0111\u00fang, c\u00f4ng ty c\u1ea7n theo d\u00f5i c\u00e1c k\u00eanh t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng, bao g\u1ed3m tr\u1ef1c tuy\u1ebfn v\u00e0 ngo\u1ea1i tuy\u1ebfn.\u00a0<\/span><\/li>\n<\/ul>\n

      B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t trong c\u00e1c ph\u01b0\u01a1ng th\u1ee9c hi\u1ec7u qu\u1ea3 nh\u1ea5t gi\u00fap c\u00e1c doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n th\u1ea7n t\u1ed1c v\u00e0 b\u1ec1n v\u1eefng. B\u00ean c\u1ea1nh \u0111\u00f3, c\u00f4ng ty c\u0169ng ho\u1ea1t \u0111\u1ed9ng \u0111\u00fang h\u01b0\u1edbng \u2013 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m tr\u1ecdng t\u00e2m. C\u00f4ng ty lu\u00f4n \u0111\u1ee9ng tr\u00ean quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 hi\u1ec3u v\u00e0 \u0111\u1ed3ng h\u00e0nh c\u00f9ng h\u1ecd, thay v\u00ec ch\u1ec9 \u01b0u ti\u00ean l\u1ee3i nhu\u1eadn.\u00a0<\/span><\/p>\n

      \u00a0<\/p>\n

      \u00a0<\/p>\n

      \u00a0<\/p>\n

      \u00a0<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      X\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 hoa\u0323t \u0111\u00f4\u0323ng c\u00e2\u0300n thi\u00ea\u0301t \u0111\u00f4\u0301i v\u01a1\u0301i c\u00e1c doanh nghi\u00ea\u0323p. Ba\u0309n \u0111\u00f4\u0300 la\u0300 m\u00f4\u0323t trong nh\u01b0\u0303ng c\u01a1 s\u01a1\u0309 quan tro\u0323ng go\u0301p ph\u00e2\u0300n nghi\u00ean c\u01b0\u0301u t\u00e2m l\u00fd kha\u0301ch ha\u0300ng, \u0111i\u0323nh h\u01b0\u01a1\u0301ng chi\u00ea\u0301n l\u01b0\u01a1\u0323c marketing, x\u00e2y d\u01b0\u0323ng h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u00ea\u0323u,\u2026Ba\u0300i vi\u00ea\u0301t na\u0300y se\u0303 chia se\u0309 ca\u0301c […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":true,"template":"","format":"standard","meta":{"footnotes":""},"categories":[219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/70957"}],"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=70957"}],"version-history":[{"count":1,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/70957\/revisions"}],"predecessor-version":[{"id":71632,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/70957\/revisions\/71632"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=70957"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=70957"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=70957"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}