{"id":71461,"date":"2024-05-12T03:47:59","date_gmt":"2024-05-11T20:47:59","guid":{"rendered":"https:\/\/masterskills.org\/blog\/lam-sao-de-xay-dung-va-duy-tri-moi-quan-he-voi-khach-hang.html"},"modified":"2024-05-12T03:47:59","modified_gmt":"2024-05-11T20:47:59","slug":"lam-sao-de-xay-dung-va-duy-tri-moi-quan-he-voi-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/lam-sao-de-xay-dung-va-duy-tri-moi-quan-he-voi-khach-hang.html","title":{"rendered":"L\u00e0m sao \u0111\u1ec3 x\u00e2y d\u1ef1ng v\u00e0 duy tr\u00ec m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng?"},"content":{"rendered":"
Tr\u01b0\u1edbc t\u00ecnh h\u00ecnh c\u1ea1nh tranh m\u1ea1nh m\u1ebd nh\u01b0 hi\u1ec7n nay, vi\u1ec7c x\u00e2y d\u1ef1ng v\u00e0 duy tr\u00ec m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c xem l\u00e0 chi\u1ebfn l\u01b0\u1ee3c c\u1ed1t l\u00f5i gi\u00fap doanh nghi\u1ec7p t\u1ed3n t\u1ea1i v\u00e0 ph\u00e1t tri\u1ec3n. B\u1eb1ng c\u00e1ch t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00e1ng nh\u1edb v\u00e0 duy tr\u00ec giao ti\u1ebfp th\u01b0\u01a1\u0300ng xuy\u00ean, c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 gia t\u0103ng l\u00f2ng trung th\u00e0nh v\u00e0 c\u1ea3i thi\u1ec7n doanh thu t\u1eeb vi\u1ec7c mua l\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

T\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c t\u1ea1o m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng<\/b><\/h1>\n

M\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng g\u00f3p ph\u1ea7n l\u00e0m n\u00ean th\u00e0nh c\u00f4ng cho doanh nghi\u1ec7p. Vi\u1ec7c t\u1ea1o d\u1ef1ng m\u1ed1i quan h\u1ec7 th\u00e2n thi\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng giu\u0301p doanh nghi\u1ec7p nh\u00e2\u0323n \u0111\u01b0\u01a1\u0323c nhi\u1ec1u l\u1ee3i \u00edch \u0111\u00e1ng k\u1ec3:\u00a0<\/span><\/p>\n

T\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n v\u00e0 l\u00f2ng trung th\u00e0nh kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

B\u1eb1ng vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 th\u1ea5u hi\u1ec3u ch\u00ednh x\u00e1c nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a h\u1ecd, t\u1eeb \u0111\u00f3 l\u00ean chi\u1ebfn l\u01b0\u1ee3c b\u00e1n h\u00e0ng v\u00e0 ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m ph\u00f9 h\u1ee3p nh\u01b0 d\u1ecbch v\u1ee5 h\u1eadu m\u00e3i, khuy\u1ebfn m\u00e3i\u2026\u00a0<\/span><\/p>\n

Khi c\u00f3 \u0111\u01b0\u1ee3c ni\u1ec1m tin v\u00e0 s\u1ef1 tin t\u01b0\u1edfng c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 gi\u1eef ch\u00e2n v\u00e0 bi\u1ebfn h\u1ecd tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u1ee7a m\u00ecnh nh\u1eb1m t\u1ea1o l\u1ee3i th\u1ebf c\u1ea1nh tranh tr\u01b0\u1edbc y\u00eau c\u1ea7u ng\u00e0y c\u00e0ng kh\u1eafc nghi\u1ec7t c\u1ee7a th\u1ecb tr\u01b0\u1eddng.<\/span><\/p>\n

C\u1ea3i thi\u1ec7n ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

Theo nghi\u00ean c\u1ee9u c\u1ee7a Qualtrics, <\/span>c\u00f3 \u0111\u1ebfn 63%<\/span> ng\u01b0\u1eddi ti\u00eau d\u00f9ng tin r\u1eb1ng doanh nghi\u1ec7p c\u1ea7n l\u1eafng nghe ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd nhi\u1ec1u h\u01a1n. C\u00f3 th\u1ec3 th\u1ea5y r\u1eb1ng, c\u00e1c ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 l\u00e0 ph\u01b0\u01a1ng th\u1ee9c \u0111\u1ec3 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng, m\u00e0 c\u00f2n l\u00e0 ngu\u1ed3n th\u00f4ng tin qu\u00fd gi\u00e1 \u0111\u1ec3 doanh nghi\u1ec7p c\u1ea3i thi\u1ec7n v\u00e0 ph\u00e1t tri\u1ec3n li\u00ean t\u1ee5c.\u00a0<\/span><\/p>\n

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

Ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 ngu\u1ed3n tin h\u1eefu \u00edch gi\u00fap doanh nghi\u1ec7p c\u1ea3i thi\u1ec7n v\u00e0 ph\u00e1t tri\u1ec3n li\u00ean t\u1ee5c<\/p>\n<\/div>\n

\u0110\u00e2y l\u00e0 m\u1ed9t k\u00eanh giao ti\u1ebfp hai chi\u1ec1u gi\u00fap doanh nghi\u1ec7p nh\u00ecn nh\u1eadn v\u1ec1 nh\u1eefng \u0111i\u1ec3m m\u1ea1nh v\u00e0 h\u1ea1n ch\u1ebf m\u00e0 m\u00ecnh c\u1ea7n kh\u1eafc ph\u1ee5c \u0111\u1ec3 \u0111em l\u1ea1i nhi\u1ec1u gi\u00e1 tr\u1ecb h\u01a1n cho doanh nghi\u1ec7p.<\/p>\n

T\u0103ng doanh s\u1ed1 b\u00e1n h\u00e0ng<\/b><\/h3>\n

Kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c xem l\u00e0 y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh \u0111\u1ebfn s\u1ef1 s\u1ed1ng c\u00f2n c\u1ee7a doanh nghi\u1ec7p. Do \u0111\u00f3, \u0111\u1ec3 gia t\u0103ng c\u01a1 h\u1ed9i b\u00e1n h\u00e0ng v\u00e0 thi\u1ebft l\u1eadp v\u1ecb th\u1ebf tr\u00ean th\u1ecb tr\u01b0\u1eddng, doanh nghi\u1ec7p c\u1ea7n c\u00f3 \u0111\u01b0\u1ee3c l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng vi\u1ec7c k\u1ebft n\u1ed1i, l\u1eafng nghe v\u00e0 chia s\u1ebb nh\u1eefng gi\u00e1 tr\u1ecb t\u00edch c\u1ef1c.<\/span><\/p>\n

Theo s\u00e1ch <\/span>Marketing Metrics<\/span>, doanh nghi\u1ec7p c\u00f3 m\u1ed1i quan h\u1ec7 t\u1ed1t v\u1edbi kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 c\u01a1 h\u1ed9i th\u00fac \u0111\u1ea9y b\u00e1n h\u00e0ng t\u1eeb 60 \u2013 70% so v\u1edbi kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103m (5 \u2013 20%). \u0110\u1ed3ng th\u1eddi, vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u0169ng d\u1ec5 d\u00e0ng h\u01a1n so v\u1edbi kh\u00e1ch h\u00e0ng m\u1edbi.<\/span><\/p>\n

T\u0103ng c\u01b0\u1eddng uy t\u00edn th\u01b0\u01a1ng hi\u1ec7u\u00a0<\/b><\/h3>\n

T\u1ea1o d\u1ef1ng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 \u0111em l\u1ea1i doanh thu cho doanh nghi\u1ec7p m\u00e0 c\u00f2n g\u00f3p ph\u1ea7n n\u00e2ng cao h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u trong m\u1eaft kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau.\u00a0<\/span><\/p>\n

\"T\u1ea1o<\/p>\n

T\u1ea1o m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng gi\u00fap n\u00e2ng cao uy t\u00edn th\u01b0\u01a1ng hi\u1ec7u<\/p>\n<\/div>\n

Ti\u1ebft ki\u1ec7m chi ph\u00ed qu\u1ea3ng c\u00e1o v\u00e0 gia t\u0103ng l\u1ee3i th\u1ebf c\u1ea1nh tranh<\/b><\/p>\n

L\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd mang l\u1ea1i gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi, \u0111\u1ed3ng th\u1eddi thu\u0301c \u0111\u00e2\u0309y marketing truy\u1ec1n mi\u1ec7ng. Khi kh\u00e1ch h\u00e0ng ch\u1ee7 \u0111\u1ed9ng chia s\u1ebb nh\u1eefng tr\u1ea3i nghi\u1ec7m mua s\u1eafm t\u00edch c\u1ef1c c\u1ee7a h\u1ecd v\u1edbi m\u1ecdi ng\u01b0\u1eddi xung quanh, \u0111i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 t\u1ea1o hi\u1ec7u \u1ee9ng qu\u1ea3ng c\u00e1o lan truy\u1ec1n.\u00a0<\/span><\/p>\n

D\u1ef1a v\u00e0o hi\u1ec7u qu\u1ea3 lan truy\u1ec1n n\u00e0y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 ti\u1ebft ki\u1ec7m t\u1ed1i \u0111a chi ph\u00ed qu\u1ea3ng c\u00e1o v\u00e0 gia t\u0103ng l\u1ee3i th\u1ebf c\u1ea1nh tranh tr\u01b0\u1edbc \u0111\u1ed1i th\u1ee7. Nghi\u00ean c\u1ee9u \u0111\u00e3 ch\u1ec9 ra, <\/span>36% ng\u01b0\u1eddi ti\u00eau d\u00f9ng s\u1ebd chia s\u1ebb nh\u1eefng tr\u1ea3i nghi\u1ec7m<\/span> d\u00f9 t\u1ed1t hay x\u1ea5u c\u1ee7a h\u1ecd cho nh\u1eefng ng\u01b0\u1eddi ti\u00eau d\u00f9ng kh\u00e1c. Do \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1eadn d\u1ee5ng \u0111i\u1ec1u n\u00e0y \u0111\u1ec3 c\u1ed1 g\u1eafng ghi \u0111i\u1ec3m trong m\u1eaft kh\u00e1ch h\u00e0ng \u0111\u1ec3 gia t\u0103ng kh\u1ea3 n\u0103ng ti\u1ebfp c\u1eadn c\u1ee7a m\u00ecnh.\u00a0<\/span><\/p>\n

C\u00e1c c\u00e1ch x\u00e2y d\u1ef1ng v\u00e0 duy tr\u00ec m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng\u00a0<\/b><\/h2>\n

Thi\u1ebft l\u1eadp m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh l\u00e2u d\u00e0i, \u0111\u00f2i h\u1ecfi nhi\u1ec1u th\u1eddi gian v\u00e0 c\u00f4ng s\u1ee9c c\u1ee7a doanh nghi\u1ec7p. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 c\u00e1ch x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3:\u00a0<\/span><\/p>\n

Ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m<\/b><\/h3>\n

Y\u1ebfu t\u1ed1 l\u00e0m n\u00ean th\u00e0nh c\u00f4ng trong vi\u1ec7c t\u1ea1o d\u1ef1ng m\u1ed1i h\u1ec7 kh\u00e1ch h\u00e0ng hay kh\u00f4ng ch\u00ednh l\u00e0 ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1ed5 ch\u1ee9c c\u00e1c bu\u1ed5i gi\u1edbi thi\u1ec7u v\u00e0 t\u1ed5 ch\u1ee9c d\u00f9ng th\u1eed \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u00f3 nh\u1eefng tr\u1ea3i nghi\u1ec7m v\u00e0 c\u1ea3m nh\u1eadn ch\u00e2n th\u1ef1c nh\u1ea5t v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5.\u00a0<\/span><\/p>\n

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

Kh\u00e1ch h\u00e0ng c\u00f3 ni\u1ec1m tin v\u00e0 \u1ea5n t\u01b0\u1ee3ng t\u1ed1t v\u1edbi s\u1ea3n ph\u1ea9m doanh nghi\u1ec7p g\u1eafn b\u00f3 l\u00e2u d\u00e0i h\u01a1n<\/p>\n<\/div>\n

Kh\u00e1ch h\u00e0ng sau khi tr\u1ea3i nghi\u1ec7m s\u1ebd c\u00f3 ni\u1ec1m tin v\u00e0 \u1ea5n t\u01b0\u1ee3ng t\u1ed1t \u0111\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u, t\u1eeb \u0111\u00f3 g\u00f3p ph\u1ea7n t\u1ea1o ra doanh thu cho doanh nghi\u1ec7p.<\/p>\n

Ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5<\/b><\/h3>\n

B\u00ean c\u1ea1nh ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, doanh nghi\u1ec7p c\u0169ng c\u1ea7n thi\u1ebft l\u1eadp v\u00e0 duy tr\u00ec cho doanh nghi\u1ec7p c\u1ee7a m\u00ecnh phong c\u00e1ch ph\u1ee5c v\u1ee5 chuy\u00ean nghi\u1ec7p, t\u1eadn t\u00e2m nh\u1eb1m t\u1ea1o thi\u1ec7n c\u1ea3m v\u00e0 \u1ea5n t\u01b0\u1ee3ng t\u1ed1t \u0111\u1eb9p trong qu\u00e1 tr\u00ecnh x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

Theo <\/span>nghi\u00ean c\u1ee9u c\u1ee7a Qualtrics<\/span>, 6.2% ng\u01b0\u1eddi ti\u00eau d\u00f9ng cho bi\u1ebft r\u1eb1ng c\u00e1c nh\u00e2n vi\u00ean h\u1eefu \u00edch khi\u1ebfn h\u1ecd c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng khi tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 v\u00e0 5.2% ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u00e1nh gi\u00e1 s\u1ef1 \u0111\u1ed3ng c\u1ea3m c\u1ee7a nh\u00e2n vi\u00ean \u0111\u00e3 t\u1ea1o ra s\u1ef1 kh\u00e1c bi\u1ec7t cho th\u01b0\u01a1ng hi\u1ec7u. Do \u0111\u00f3, \u0111\u1ec3 th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng v\u00e0 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5, doanh nghi\u1ec7p c\u1ea7n nghi\u00ean c\u1ee9u v\u00e0 gi\u1ea3i quy\u1ebft t\u1ed1t c\u00e1c v\u1ea5n \u0111\u1ec1:\u00a0<\/span><\/p>\n

    \n
  • Nh\u1eadn th\u1ee9c ch\u00ednh x\u00e1c v\u1ec1 t\u1ea7m quan tr\u1ecdng v\u00e0 l\u1ee3i \u00edch c\u1ee7a vi\u1ec7c t\u1ea1o v\u00e0 duy tr\u00ec m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/li>\n
  • L\u1eafng nghe, th\u1ea5u hi\u1ec3u v\u00e0 chia s\u1ebb nh\u1eefng nhu c\u1ea7u c\u0169ng nh\u01b0 kh\u00f3 kh\u0103n m\u00e0 kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p ph\u1ea3i.\u00a0<\/span><\/li>\n
  • C\u00e1 nh\u00e2n h\u00f3a th\u00e1i \u0111\u1ed9 v\u00e0 c\u00e1ch h\u00e0nh x\u1eed ph\u00f9 h\u1ee3p \u0111\u1ed1i v\u1edbi m\u1ed7i kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p.<\/span><\/li>\n
  • Quan s\u00e1t s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 m\u00e0 kh\u00e1ch h\u00e0ng t\u00ecm ki\u1ebfm, t\u00ecm hi\u1ec3u nguy\u00ean nh\u00e2n v\u00e0 m\u1ee5c \u0111\u00edch h\u1ecd l\u1ef1a ch\u1ecdn v\u00e0 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 \u0111\u00f3.\u00a0<\/span><\/li>\n<\/ul>\n

    S\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng CRM<\/b><\/h3>\n

    Ph\u1ea7n m\u1ec1m CRM l\u00e0 c\u00f4ng c\u1ee5 h\u1eefu \u00edch gi\u00fap doanh nghi\u1ec7p ti\u1ebfp c\u1eadn v\u00e0 gia t\u0103ng t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00e1c kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 v\u00e0 c\u00f3 h\u1ec7 th\u1ed1ng. \u0110\u1ed3ng th\u1eddi, ph\u1ea7n m\u1ec1m c\u00f2n trang b\u1ecb nhi\u1ec1u t\u00ednh n\u0103ng n\u1ed5i gi\u00fap qu\u1ea3n l\u00fd c\u00e1c th\u00f4ng tin kh\u00e1ch h\u00e0ng v\u00e0 h\u1ed7 tr\u1ee3 b\u00e1n h\u00e0ng cho doanh nghi\u1ec7p nh\u01b0 m\u1eabu tin nh\u1eafn, th\u00f4ng tin t\u00e0i kho\u1ea3n, qu\u1ea3n l\u00fd kho h\u00e0ng, email marketing\u2026\u00a0<\/span><\/p>\n

    \"Ph\u1ea7n<\/p>\n

    Ph\u1ea7n m\u1ec1m CRM gi\u00fap doanh nghi\u1ec7p ti\u1ebfp c\u1eadn v\u00e0 gia t\u0103ng t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/p>\n<\/div>\n

    Th\u00f4ng qua ph\u1ea7n m\u1ec1m CRM, doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 thu\u1eadn ti\u1ec7n trong vi\u1ec7c \u0111\u01b0a ra c\u00e1c gi\u1ea3i ph\u00e1p gi\u1ea3i quy\u1ebft nhu c\u1ea7u kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p, nhanh ch\u00f3ng m\u00e0 c\u00f2n thu\u1eadn ti\u1ec7n trong vi\u1ec7c \u0111\u00e1nh gi\u00e1 c\u00e1c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. Theo nghi\u00ean c\u1ee9u, s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m CRM c\u00f3 th\u1ec3 gia t\u0103ng <\/span>t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i l\u00ean \u0111\u1ebfn 300%<\/span>.\u00a0<\/span><\/p>\n

    C\u00e1 nh\u00e2n h\u00f3a tra\u0309i nghi\u00ea\u0323m kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

    C\u00e1c ch\u01b0\u01a1ng tr\u00ecnh c\u00e1 nh\u00e2n h\u00f3a gi\u00fap kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i v\u00e0 g\u1ea7n g\u0169i h\u01a1n v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u v\u00e0 c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p. \u0110\u1ed3ng th\u1eddi, \u0111i\u1ec1u n\u00e0y c\u0169ng ph\u1ea7n n\u00e0o ph\u1ea3n \u00e1nh vi\u1ec7c doanh nghi\u1ec7p c\u00f3 s\u1ef1 quan t\u00e2m \u0111\u1ebfn kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

    Qua \u0111\u00f3, kh\u00e1ch h\u00e0ng c\u00f3 xu h\u01b0\u1edbng tin t\u01b0\u1edfng v\u00e0 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p. Theo <\/span>nghi\u00ean c\u1ee9u c\u1ee7a Adobe<\/span>, c\u00f3 \u0111\u1ebfn 67% ng\u01b0\u1eddi ti\u00eau d\u00f9ng mu\u1ed1n c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a v\u00e0 61% ra quy\u1ebft \u0111\u1ecbnh mua v\u1edbi c\u00e1c \u01b0u \u0111\u00e3i c\u00e1 nh\u00e2n h\u00f3a.\u00a0<\/span><\/p>\n

    L\u1eafng nghe v\u00e0 th\u1ea5u hi\u1ec3u mong mu\u1ed1n kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

    L\u1eafng nghe v\u00e0 th\u1ea5u hi\u1ec3u nhu c\u1ea7u, mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec1u ki\u1ec7n ti\u00ean quy\u1ebft \u0111\u1ec3 doanh nghi\u1ec7p x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 th\u00e2n thi\u1ebft v\u00e0 b\u1ec1n v\u1eefng v\u1edbi h\u1ecd. M\u1eb7t kh\u00e1c, doanh nghi\u1ec7p c\u00f2n c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c nhu c\u1ea7u v\u00e0 mang l\u1ea1i gi\u00e1 tr\u1ecb h\u1eefu \u00edch cho kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a h\u1ecd.<\/span><\/p>\n

      \n
    • L\u1eafng nghe c\u00e1c ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111i\u1ec1u ch\u1ec9nh s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p.\u00a0<\/span><\/li>\n
    • Th\u1ec3 hi\u1ec7n cho kh\u00e1ch h\u00e0ng bi\u1ebft \u0111\u01b0\u1ee3c doanh nghi\u1ec7p c\u1ee7a b\u1ea1n \u0111ang quan t\u00e2m \u0111\u1ebfn \u00fd ki\u1ebfn c\u1ee7a h\u1ecd.\u00a0<\/span><\/li>\n<\/ul>\n
      \"L\u1eafng<\/p>\n

      L\u1eafng nghe nhu c\u1ea7u kh\u00e1ch h\u00e0ng \u0111i\u1ec1u ki\u1ec7n ti\u00ean quy\u1ebft \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 th\u00e2n thi\u1ebft<\/p>\n<\/div>\n

      Li\u00ean t\u1ee5c cung c\u1ea5p gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

      Doanh nghi\u1ec7p c\u00f3 th\u1ec3 th\u1eaft ch\u1eb7t m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch t\u1ea1o th\u00eam gi\u00e1 tr\u1ecb cho h\u1ecd d\u1ef1a tr\u00ean vi\u1ec7c cung c\u1ea5p c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 ch\u1ea5t l\u01b0\u1ee3ng. \u0110\u00e2y kh\u00f4ng ch\u1ec9 l\u00e0 \u201cch\u00eca kh\u00f3a\u201d th\u00e0nh c\u00f4ng m\u00e0 c\u00f2n l\u00e0 c\u01a1 s\u1edf ki\u1ebfn gi\u00fap kh\u00e1ch h\u00e0ng ki\u1ebfn t\u1ea1o l\u00f2ng tin v\u1edbi doanh nghi\u1ec7p.\u00a0<\/span><\/p>\n

      Ngo\u00e0i ra, doanh nghi\u1ec7p c\u0169ng c\u00f3 th\u1ec3 cung c\u1ea5p c\u00e1c gi\u00e1 tr\u1ecb b\u1ed5 sung cho kh\u00e1ch h\u00e0ng th\u00f4ng qua m\u1ed9t s\u1ed1 chi\u1ebfn l\u01b0\u1ee3c:<\/span><\/p>\n

        \n
      • Tr\u1edf th\u00e0nh chuy\u00ean gia trong l\u0129nh v\u1ef1c: <\/b>T\u1ea1o m\u1ed9t blog ho\u1eb7c k\u00eanh truy\u1ec1n th\u00f4ng ch\u1eb3ng h\u1ea1n nh\u01b0 Youtube \u0111\u1ec3 doanh nghi\u1ec7p c\u00f3 th\u1ec3 cung c\u1ea5p c\u00e1c h\u01b0\u1edbng d\u1eabn cho ng\u01b0\u1eddi xem v\u1ec1 l\u0129nh v\u1ef1c \u0111ang ho\u1ea1t \u0111\u1ed9ng. N\u1ebfu k\u00eanh \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng c\u00f4ng nh\u1eadn, h\u1ecd s\u1ebd c\u00f3 xu h\u01b0\u1edbng t\u00ecm ki\u1ebfm v\u00e0 l\u1ef1a ch\u1ecdn s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n khi c\u00f3 nhu c\u1ea7u.\u00a0<\/span><\/li>\n
      • X\u00e2y d\u1ef1ng c\u1ed9ng \u0111\u1ed3ng:<\/b> Th\u00f4ng qua vi\u1ec7c x\u00e2y d\u1ef1ng c\u1ed9ng \u0111\u1ed3ng g\u1ed3m nh\u1eefng ng\u01b0\u1eddi d\u00f9ng c\u00f3 chung ni\u1ec1m \u0111am m\u00ea v\u00e0 ph\u00f9 h\u1ee3p v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh, doanh nghi\u1ec7p c\u00f3 th\u1ec3 m\u1edf r\u1ed9ng m\u1ed1i quan h\u1ec7 c\u0169ng nh\u01b0 gia t\u0103ng doanh s\u1ed1 b\u00e1n.\u00a0<\/span><\/li>\n<\/ul>\n

        T\u1ea1o ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft<\/b><\/h3>\n

        Theo k\u1ebft qu\u1ea3 b\u00e1o b\u00e1o v\u1ec1 CX Trends 2024 c\u1ee7a Zendesk, c\u00f3 \u0111\u1ebfn 75% kh\u00e1ch h\u00e0ng b\u00e0y t\u1ecf \u00fd \u0111\u1ecbnh mua h\u00e0ng c\u1ee7a m\u00ecnh th\u00f4ng qua c\u00e1c tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi th\u01b0\u01a1ng m\u1ea1i.\u00a0<\/span><\/p>\n

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

        Kh\u00e1ch h\u00e0ng c\u00f3 xu h\u01b0\u1edbng trung th\u00e0nh khi doanh nghi\u1ec7p mang \u0111\u1ebfn c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh tri \u00e2n<\/p>\n<\/div>\n

        Th\u1ebf n\u00ean, n\u1ebfu doanh nghi\u1ec7p mang \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng s\u1ef1 h\u00e0i l\u00f2ng khi ti\u1ebfp c\u1eadn c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh tri \u00e2n, \u0111i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 gia t\u0103ng v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 gi\u1eef ch\u00e2n h\u1ecd \u1edf l\u1ea1i l\u00e2u d\u00e0i v\u1edbi doanh nghi\u1ec7p.<\/p>\n

        M\u1ed9t s\u1ed1 ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft hi\u1ec7u qu\u1ea3 m\u00e0 doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng:\u00a0<\/span><\/p>\n

          \n
        • \u01afu \u0111\u00e3i:<\/b> C\u1ea5p \u0111i\u1ec3m ho\u1eb7c t\u1eb7ng th\u01b0\u1edfng ti\u1ec1n m\u1eb7t cho nh\u1eefng kh\u00e1ch h\u00e0ng mua s\u1eafm nhi\u1ec1u h\u01a1n. V\u00ed d\u1ee5: <\/span>Thrifbooks.com<\/span> \u0111\u00e3 t\u1ed5 ch\u1ee9c ch\u01b0\u01a1ng tr\u00ecnh t\u00edch \u0111i\u1ec3m nh\u1eadn s\u00e1ch mi\u1ec5n ph\u00ed cho kh\u00e1ch h\u00e0ng sau m\u1ed7i l\u1ea7n mua.\u00a0<\/span><\/li>\n
        • Th\u00e0nh vi\u00ean theo c\u1ea5p \u0111\u1ed9:<\/b> V\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 m\u1ee9c chi ti\u00eau s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p c\u00e0ng l\u1edbn, h\u1ecd s\u1ebd \u0111\u01b0\u1ee3c m\u1edf kh\u00f3a c\u00e0ng nhi\u1ec1u ph\u1ea7n th\u01b0\u1edfng h\u1ea5p d\u1eabn. V\u00ed d\u1ee5: Ch\u01b0\u01a1ng tr\u00ecnh Beauty Insider c\u1ee7a Sephora \u0111em \u0111\u1ebfn c\u00e1c m\u1ee9c \u01b0u \u0111\u00e3i kh\u00e1c nhau cho 3 c\u1ea5p \u0111\u1ed9 \u2013 Insider, VIB v\u00e0 Rouge.\u00a0<\/span><\/li>\n
        • Th\u00e0nh vi\u00ean cao c\u1ea5p:<\/b> Kh\u00e1ch h\u00e0ng tr\u1ea3 ph\u00ed h\u00e0ng tr\u1ea3 ph\u00ed \u0111\u1ec3 s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p s\u1ebd nh\u1eadn v\u1ec1 nh\u1eefng l\u1ee3i \u00edch cao c\u1ea5p. V\u00ed d\u1ee5: Th\u00e0nh vi\u00ean tr\u1ea3 ph\u00ed h\u00e0ng n\u0103m c\u1ee7a Amazon Prime s\u1ebd \u0111\u01b0\u1ee3c h\u01b0\u1edfng quy\u1ec1n v\u1eadn chuy\u1ec3n nhanh v\u00e0 mi\u1ec5n ph\u00ed.\u00a0<\/span><\/li>\n<\/ul>\n

          Tr\u00ean \u0111\u00e2y l\u00e0 b\u00e0i vi\u1ebft cung c\u1ea5p th\u00f4ng tin h\u1eefu \u00edch gi\u00fap b\u1ea1n hi\u1ec3u h\u01a1n v\u1ec1 m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec c\u0169ng nh\u01b0 t\u1ea7m quan tr\u1ecdng v\u00e0 c\u00e1ch t\u1ea1o, duy tr\u00ec m\u1ed1i quan h\u1ec7 th\u00e2n thi\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng. Nh\u00ecn chung, x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng l\u00e0 qu\u00e1 tr\u00ecnh \u0111\u00f2i h\u1ecfi nhi\u1ec1u n\u1ed7 l\u1ef1c v\u00e0 cam k\u1ebft c\u1ee7a doanh nghi\u1ec7p. Th\u1ebf nh\u01b0ng l\u1ee3i \u00edch m\u00e0 n\u00f3 mang l\u1ea1i l\u00e0 v\u00f4 c\u00f9ng to l\u1edbn.\u00a0<\/span><\/p>\n

          Xem th\u00eam:<\/em><\/strong><\/p>\n

          C\u00e1c chi\u1ebfn l\u01b0\u1ee3c chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng th\u00e0nh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft<\/em><\/strong><\/p>\n

          Subiz \u2013 CRM th\u1ebf h\u1ec7 m\u1edbi qu\u1ea3n l\u00fd t\u01b0\u01a1ng t\u00e1c, b\u00e1n h\u00e0ng tr\u1ef1c tuy\u1ebfn hi\u1ec7u qu\u1ea3<\/em><\/strong><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

          Tr\u01b0\u1edbc t\u00ecnh h\u00ecnh c\u1ea1nh tranh m\u1ea1nh m\u1ebd nh\u01b0 hi\u1ec7n nay, vi\u1ec7c x\u00e2y d\u1ef1ng v\u00e0 duy tr\u00ec m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c xem l\u00e0 chi\u1ebfn l\u01b0\u1ee3c c\u1ed1t l\u00f5i gi\u00fap doanh nghi\u1ec7p t\u1ed3n t\u1ea1i v\u00e0 ph\u00e1t tri\u1ec3n. B\u1eb1ng c\u00e1ch t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00e1ng nh\u1edb v\u00e0 duy tr\u00ec giao ti\u1ebfp th\u01b0\u01a1\u0300ng xuy\u00ean, c\u00e1c […]<\/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\/71461"}],"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=71461"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/71461\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=71461"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=71461"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=71461"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}