{"id":14226,"date":"2022-03-23T16:04:22","date_gmt":"2022-03-23T09:04:22","guid":{"rendered":"https:\/\/dtmconsulting.vn\/?p=14226"},"modified":"2022-04-12T15:43:02","modified_gmt":"2022-04-12T08:43:02","slug":"su-hai-long-cua-khach-hang","status":"publish","type":"post","link":"https:\/\/dtmconsulting.vn\/en\/su-hai-long-cua-khach-hang\/","title":{"rendered":"S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? 5 y\u1ebfu t\u1ed1 c\u1ea7n thi\u1ebft t\u1ea1o n\u00ean kh\u00e1ch h\u00e0ng trung th\u00e0nh"},"content":{"rendered":"<p>Trong kinh doanh,\u00a0<strong>s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong>\u00a0\u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 l\u00e0 v\u00f4 c\u00f9ng quan tr\u1ecdng. \u0110\u00e2y l\u00e0 n\u1ec1n m\u00f3ng, l\u00e0 \u0111i\u1ec1u ki\u1ec7n c\u1ea7n trong b\u1ea5t k\u1ef3 chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng n\u00e0o c\u1ee7a doanh nghi\u1ec7p c\u0169ng nh\u01b0 \u0111\u1ec3 x\u00e2y d\u1ef1ng h\u1ec7 th\u1ed1ng kh\u00e1ch h\u00e0ng trung th\u00e0nh.<\/p>\n<p>V\u1eady s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? C\u00e1c y\u1ebfu t\u1ed1 n\u00e0o c\u1ee7a kh\u00e1ch h\u00e0ng th\u1ec3 hi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng? L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng?<\/p>\n<p>\u0110\u1ec3 gi\u1ea3i \u0111\u00e1p c\u00e1c th\u1eafc m\u1eafc tr\u00ean, h\u00e3y c\u00f9ng DTM Consulting tham kh\u1ea3o qua b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y!<\/p>\n<h2><strong>Th\u1ebf n\u00e0o l\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng?<\/strong><\/h2>\n<p dir=\"ltr\"><a href=\"https:\/\/vi.wikipedia.org\/wiki\/Philip_Kotler\" target=\"_blank\" rel=\"noopener\">Philip Kotler<\/a> &#8211; cha \u0111\u1ebb c\u1ee7a marketing hi\u1ec7n \u0111\u1ea1i cho r\u1eb1ng <strong>\u201cS\u1ef1 h\u00e0i l\u00f2ng nh\u01b0 l\u00e0 m\u1ed9t c\u1ea3m gi\u00e1c h\u00e0i l\u00f2ng ho\u1eb7c th\u1ea5t v\u1ecdng c\u1ee7a m\u1ed9t ng\u01b0\u1eddi b\u1eb1ng k\u1ebft qu\u1ea3 c\u1ee7a vi\u1ec7c so s\u00e1nh th\u1ef1c t\u1ebf nh\u1eadn \u0111\u01b0\u1ee3c c\u1ee7a s\u1ea3n ph\u1ea9m (h\u00e0ng h\u00f3a\/d\u1ecbch v\u1ee5) (hay k\u1ebft qu\u1ea3) trong m\u1ed1i li\u00ean h\u1ec7 v\u1edbi nh\u1eefng mong \u0111\u1ee3i c\u1ee7a h\u1ecd\u201d.\u00a0<\/strong><\/p>\n<p dir=\"ltr\">B\u00ean c\u1ea1nh \u0111\u00f3,\u00a0Hansemark v\u00e0 Albinsson th\u00ec cho r\u1eb1ng: \u201cS\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t th\u00e1i \u0111\u1ed9 t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi m\u1ed9t nh\u00e0 cung c\u1ea5p s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5, ho\u1eb7c m\u1ed9t c\u1ea3m x\u00fac ph\u1ea3n \u1ee9ng v\u1edbi s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng d\u1ef1 \u0111o\u00e1n tr\u01b0\u1edbc v\u00e0 nh\u1eefng g\u00ec h\u1ecd ti\u1ebfp nh\u1eadn th\u1ef1c t\u1ebf, \u0111\u1ed1i v\u1edbi s\u1ef1 \u0111\u00e1p \u1ee9ng m\u1ed9t s\u1ed1 nhu c\u1ea7u, m\u1ee5c ti\u00eau hay mong mu\u1ed1n\u201d.<\/p>\n<p dir=\"ltr\"><img fetchpriority=\"high\" decoding=\"async\" class=\"size-medium wp-image-13105 aligncenter\" src=\"https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/02\/gap-go-dich-vu-300x192.jpg\" alt=\"G\u1eb7p g\u1ee1 d\u1ecbch v\u1ee5\" width=\"300\" height=\"192\" srcset=\"https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/02\/gap-go-dich-vu-300x192.jpg 300w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/02\/gap-go-dich-vu-768x491.jpg 768w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/02\/gap-go-dich-vu-229x146.jpg 229w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/02\/gap-go-dich-vu-50x32.jpg 50w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/02\/gap-go-dich-vu-117x75.jpg 117w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/02\/gap-go-dich-vu.jpg 800w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/p>\n<p dir=\"ltr\">T\u1eeb nh\u1eefng nh\u1eadn \u0111\u1ecbnh \u0111a d\u1ea1ng tr\u00ean, c\u00f3 th\u1ec3 hi\u1ec3u \u0111\u01a1n gi\u1ea3n r\u1eb1ng s\u1ef1 h\u00e0i l\u00f2ng l\u00e0 m\u1ed9t d\u1ea1ng tr\u1ea1ng th\u00e1i c\u1ea3m gi\u00e1c thi\u00ean v\u1ec1 t\u00e2m l\u00fd sau khi nhu c\u1ea7u, k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c th\u1ecfa m\u00e3n. S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c h\u00ecnh th\u00e0nh d\u1ef1a tr\u00ean c\u01a1 s\u1edf kinh nghi\u1ec7m, \u0111\u1eb7c bi\u1ec7t \u0111\u01b0\u1ee3c khi \u0111\u01b0\u1ee3c t\u00edch l\u0169y l\u00fac mua s\u1eafm v\u00e0 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5.<\/p>\n<h2 style=\"font-weight: 400;\"><strong>5 y\u1ebfu t\u1ed1 t\u1ea1o n\u00ean s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/h2>\n<h3>1. Ch\u1ea5t l\u01b0\u1ee3ng c\u1ea3m nh\u1eadn c\u1ee7a s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 (Perceived quality)<\/h3>\n<p><em><strong>Ch\u1ea5t l\u01b0\u1ee3ng c\u1ea3m nh\u1eadn (Perceived quality)<\/strong><\/em> c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng t\u1ed5ng th\u1ec3 ho\u1eb7c t\u00ednh \u01b0u vi\u1ec7t c\u1ee7a s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 \u0111\u1ed1i v\u1edbi m\u1ee5c \u0111\u00edch \u0111\u00e3 \u0111\u1ecbnh c\u1ee7a n\u00f3, so v\u1edbi c\u00e1c l\u1ef1a ch\u1ecdn thay th\u1ebf. Ch\u1ea5t l\u01b0\u1ee3ng c\u1ea3m nh\u1eadn, tr\u01b0\u1edbc ti\u00ean, l\u00e0 c\u1ea3m nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng. Do \u0111\u00f3, n\u00f3 kh\u00e1c v\u1edbi m\u1ed9t s\u1ed1 kh\u00e1i ni\u1ec7m li\u00ean quan nh\u01b0:<\/p>\n<ul>\n<li>Ch\u1ea5t l\u01b0\u1ee3ng th\u1ef1c t\u1ebf ho\u1eb7c kh\u00e1ch quan: m\u1ee9c \u0111\u1ed9 m\u00e0 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 mang l\u1ea1i d\u1ecbch v\u1ee5 cao c\u1ea5p<\/li>\n<li>Ch\u1ea5t l\u01b0\u1ee3ng d\u1ef1a tr\u00ean s\u1ea3n ph\u1ea9m: b\u1ea3n ch\u1ea5t v\u00e0 s\u1ed1 l\u01b0\u1ee3ng c\u1ee7a c\u00e1c th\u00e0nh ph\u1ea7n, t\u00ednh n\u0103ng ho\u1eb7c d\u1ecbch v\u1ee5 bao g\u1ed3m<\/li>\n<li>Ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n xu\u1ea5t: s\u1ef1 ph\u00f9 h\u1ee3p v\u1edbi \u0111\u1eb7c \u0111i\u1ec3m k\u1ef9 thu\u1eadt, kh\u00f4ng c\u00f3 l\u1ed7i k\u1ef9 thu\u1eadt,&#8230;<\/li>\n<\/ul>\n<p>Ch\u1ea5t l\u01b0\u1ee3ng c\u1ea3m nh\u1eadn kh\u00f4ng nh\u1ea5t thi\u1ebft ph\u1ea3i \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh m\u1ed9t c\u00e1ch kh\u00e1ch quan, m\u1ed9t ph\u1ea7n b\u1edfi v\u00ec \u0111\u00f3 l\u00e0 m\u1ed9t nh\u1eadn th\u1ee9c v\u00e0 c\u0169ng b\u1edfi v\u00ec nh\u1eefng \u0111\u00e1nh gi\u00e1 v\u1ec1 nh\u1eefng g\u00ec quan tr\u1ecdng \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec1u c\u00f3 li\u00ean quan.<\/p>\n<h3>2. Gi\u00e1 tr\u1ecb c\u1ea3m nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng (Perceived Value) \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5<\/h3>\n<p><strong>Gi\u00e1 tr\u1ecb c\u1ea3m nh\u1eadn (Perceived Value)<\/strong> l\u00e0 th\u1ec3 hi\u1ec7n s\u1ef1 \u0111\u00e1nh gi\u00e1 c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 gi\u00e1 tr\u1ecb c\u1ee7a s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 v\u00e0 kh\u1ea3 n\u0103ng ch\u00fang \u0111\u00e1p \u1ee9ng nhu c\u1ea7u v\u00e0 mong \u0111\u1ee3i c\u1ee7a h\u1ecd. Gi\u00e1 tr\u1ecb c\u1ea3m nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng ch\u1ec9 s\u1ef1 \u1ea5n t\u01b0\u1ee3ng v\u00e0 c\u1ea3m x\u00fac th\u00f4ng qua h\u00e0nh tr\u00ecnh mua h\u00e0ng. \u0110\u00f4i khi kh\u00e1ch h\u00e0ng s\u1ebd ch\u1ec9 m\u1ea5t v\u00e0i gi\u00e2y \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 v\u00e0 quy\u1ebft \u0111\u1ecbnh.<\/p>\n<p>Kh\u00e1ch h\u00e0ng c\u1ea7n c\u1ea3m th\u1ea5y c\u00f3 gi\u00e1 tr\u1ecb khi l\u1ef1a ch\u1ecdn v\u00e0 ti\u00eau d\u00f9ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5. Do \u0111\u00f3, doanh nghi\u1ec7p n\u00ean giao ti\u1ebfp, t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng b\u1eb1ng c\u1ea3m gi\u00e1c \u1ea5m \u00e1p v\u00e0 ch\u00e2n th\u1eadt. N\u1ebfu c\u00f3 v\u1ea5n \u0111\u1ec1 g\u00ec x\u1ea3y ra, h\u00e3y l\u1eafng nghe kh\u00e1ch h\u00e0ng \u0111\u1ec3 h\u1ecd chia s\u1ebb m\u1ed9t c\u00e1ch r\u00f5 r\u00e0ng v\u00e0 ch\u00ednh x\u00e1c. T\u1eeb \u0111\u00f3 \u0111\u01b0a ra m\u1ed9t gi\u1ea3i ph\u00e1p kh\u1ea3 thi, c\u00e1ch gi\u1ea3i quy\u1ebft cho kh\u00e1ch h\u00e0ng.<\/p>\n<p><img decoding=\"async\" class=\"size-medium wp-image-13124 aligncenter lazyload\" data-src=\"https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/02\/chat-luong-san-pham-300x168.jpg\" alt=\"ch\u1ea5t-l\u01b0\u1ee3ng-s\u1ea3n-ph\u1ea9m\" width=\"300\" height=\"168\" data-srcset=\"https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/02\/chat-luong-san-pham-300x168.jpg 300w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/02\/chat-luong-san-pham-260x146.jpg 260w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/02\/chat-luong-san-pham-50x28.jpg 50w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/02\/chat-luong-san-pham-134x75.jpg 134w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2021\/02\/chat-luong-san-pham.jpg 750w\" data-sizes=\"(max-width: 300px) 100vw, 300px\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 300px; --smush-placeholder-aspect-ratio: 300\/168;\" \/><\/p>\n<p>\u0110i\u1ec1u quan tr\u1ecdng l\u00e0 kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y r\u1eb1ng doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u01b0a ra c\u00e1c gi\u1ea3i ph\u00e1p gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd th\u00f4ng qua vi\u1ec7c \u0111\u1ed3ng c\u1ea3m v\u00e0 th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng. Th\u1ec3 hi\u1ec7n s\u1ef1 quan t\u00e2m v\u00e0 ch\u00e2n th\u00e0nh khi gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1, \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p>Ngo\u00e0i ra, vi\u1ec7c <a href=\"https:\/\/dtmconsulting.vn\/en\/chien-luoc-dinh-gia-pricing-strategy\/\">\u0111\u1ecbnh gi\u00e1 s\u1ea3n ph\u1ea9m<\/a> ph\u1ea3i xem x\u00e9t t\u1edbi gi\u00e1 tr\u1ecb c\u1ea3m nh\u1eadn. Trong m\u1ed9t s\u1ed1 tr\u01b0\u1eddng h\u1ee3p, gi\u00e1 c\u1ee7a s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u00f3 th\u1ec3 li\u00ean quan nhi\u1ec1u \u0111\u1ebfn s\u1ef1 h\u1ea5p d\u1eabn v\u1ec1 m\u1eb7t c\u1ea3m x\u00fac c\u1ee7a n\u00f3 h\u01a1n l\u00e0 chi ph\u00ed s\u1ea3n xu\u1ea5t th\u1ef1c t\u1ebf. Th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a m\u1ed9t c\u00f4ng ty c\u00f3 ch\u1ee9c n\u0103ng truy\u1ec1n \u0111\u1ea1t c\u00e1c k\u00ec v\u1ecdng li\u00ean quan \u0111\u1ebfn c\u00e1c s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty.<\/p>\n<h3>3. K\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng (Customer expectations) \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5<\/h3>\n<p>K\u1ef3 v\u1ecdng kh\u00e1ch h\u00e0ng l\u00e0 nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng mong mu\u1ed1n khi s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p. K\u1ef3 v\u1ecdng kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c t\u1ea1o ra d\u1ef1a v\u00e0o nhi\u1ec1u y\u1ebfu t\u1ed1 kh\u00e1c nhau, c\u00f3 th\u1ec3 t\u1eeb tr\u1ea3i nghi\u1ec7m trong qu\u00e1 kh\u1ee9, t\u1eeb nh\u1eefng tin qu\u1ea3ng c\u00e1o hay qua vi\u1ec7c gi\u1edbi thi\u1ec7u t\u1eeb b\u1ea1n b\u00e8. Kh\u00e1ch h\u00e0ng c\u00f3 xu h\u01b0\u1edbng so s\u00e1nh c\u1ea3m nh\u1eadn th\u1ef1c t\u1ebf v\u1edbi nh\u1eefng g\u00ec h\u1ecd \u0111\u00e3 k\u1ef3 v\u1ecdng.<\/p>\n<p>K\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd thay \u0111\u1ed5i v\u00e0 t\u00f9y thu\u1ed9c v\u00e0o th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ec3 hi\u1ec3u \u0111\u01b0\u1ee3c nhu c\u1ea7u v\u00e0 k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng trong nh\u1eefng th\u1eddi \u0111i\u1ec3m kh\u00f4ng ch\u1eafc ch\u1eafn n\u00e0y. Theo b\u00e1o c\u00e1o c\u1ee7a <a href=\"https:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service.pdf\" target=\"_blank\" rel=\"noopener\">Microsoft<\/a> \u0111\u00e3 cho th\u1ea5y r\u1eb1ng 54% kh\u00e1ch h\u00e0ng c\u00f3 k\u1ef3 v\u1ecdng cao h\u01a1n \u0111\u1ed1i v\u1edbi d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ng\u00e0y nay so v\u1edbi th\u1eddi gian m\u1ed9t n\u0103m tr\u01b0\u1edbc. Theo nghi\u00ean c\u1ee9u c\u1ee7a <a href=\"https:\/\/www.accenture.com\/t20180219T081429Z__w__\/us-en\/_acnmedia\/PDF-71\/Accenture-Global-DD-GCPR-Hyper-Relevance-POV-V12.pdf#zoom=50\" target=\"_blank\" rel=\"noopener\">Accenture<\/a>, do s\u1ef1 gia t\u0103ng quy\u1ec1n l\u1ef1c c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u00e0 th\u1ecb tr\u01b0\u1eddng m\u1edf r\u1ed9ng, 48% ng\u01b0\u1eddi ti\u00eau d\u00f9ng mong \u0111\u1ee3i \u0111\u01b0\u1ee3c \u0111\u1ed1i x\u1eed chuy\u00ean bi\u1ec7t \u0111\u1ec3 tr\u1edf th\u00e0nh m\u1ed9t kh\u00e1ch h\u00e0ng t\u1ed1t.<\/p>\n<h3>4. H\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u (Brand Image)<\/h3>\n<p><strong><em>Brand Image<\/em> <\/strong>hay h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u l\u00e0 s\u1ef1 ph\u1ea3n \u00e1nh tr\u1ef1c ti\u1ebfp l\u1eddi h\u1ee9a th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n,\u00a0l\u00e0 c\u1ea3m nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u d\u1ef1a tr\u00ean nh\u1eefng t\u01b0\u01a1ng t\u00e1c c\u1ee7a h\u1ecd. H\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u c\u00f3 th\u1ec3 ph\u00e1t tri\u1ec3n theo th\u1eddi gian v\u00e0 kh\u00f4ng nh\u1ea5t thi\u1ebft ph\u1ea3i li\u00ean quan \u0111\u1ebfn vi\u1ec7c kh\u00e1ch h\u00e0ng mua hay s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-7333 size-medium lazyload\" data-src=\"https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2019\/08\/building-brand-300x169.jpg\" alt=\"C\u00e1ch x\u00e2y d\u1ef1ng th\u01b0\u01a1ng hi\u1ec7u\" width=\"300\" height=\"169\" data-srcset=\"https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2019\/08\/building-brand-300x169.jpg 300w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2019\/08\/building-brand-768x432.jpg 768w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2019\/08\/building-brand-1024x576.jpg 1024w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2019\/08\/building-brand-600x338.jpg 600w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2019\/08\/building-brand-260x146.jpg 260w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2019\/08\/building-brand-50x28.jpg 50w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2019\/08\/building-brand-133x75.jpg 133w, https:\/\/dtmconsulting.vn\/wp-content\/uploads\/2019\/08\/building-brand.jpg 1200w\" data-sizes=\"(max-width: 300px) 100vw, 300px\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 300px; --smush-placeholder-aspect-ratio: 300\/169;\" \/><\/p>\n<p>C\u00e1c doanh nghi\u1ec7p ng\u00e0y nay d\u00e0nh nhi\u1ec1u th\u1eddi gian v\u00e0 c\u00f4ng s\u1ee9c \u0111\u1ec3 qu\u1ea3n l\u00fd danh ti\u1ebfng v\u00e0 \u0111\u1ecbnh v\u1ecb th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a m\u00ecnh tr\u00ean th\u1ecb tr\u01b0\u1eddng. T\u1ea5t c\u1ea3 nh\u1eefng \u0111i\u1ec1u n\u00e0y g\u00f3p ph\u1ea7n v\u00e0o vi\u1ec7c \u0111\u1ecbnh h\u01b0\u1edbng kh\u00e1ch h\u00e0ng v\u1ec1 c\u00e1ch h\u1ecd c\u1ea3m nh\u1eadn v\u00e0 t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n<p>&gt;&gt; Xem th\u00eam: <a href=\"https:\/\/dtmconsulting.vn\/en\/brand-image-measurement-do-luong-hinh-anh-thuong-hieu\/\">Brand Image Measurement \u2013 \u0110o l\u01b0\u1eddng h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u th\u1ebf n\u00e0o cho \u0111\u00fang?<\/a><\/p>\n<h3>5. Gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 tr\u01b0\u1edbc mua v\u00e0 sau mua<\/h3>\n<p>Ngo\u00e0i ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c \u0111\u1ea3m b\u1ea3o ra th\u00ec d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c, h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc v\u00e0 sau khi b\u00e1n c\u0169ng \u0111\u00f3ng vai tr\u00f2 r\u1ea5t quan tr\u1ecdng. N\u00f3 gi\u00fap kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u1ecd th\u1eadt s\u1ef1 t\u1ea1o ra gi\u00e1 tr\u1ecb cho doanh nghi\u1ec7p. \u0110\u1ed3ng th\u1eddi doanh nghi\u1ec7p c\u0169ng b\u00e0y t\u1ecf s\u1ef1 y\u00eau m\u1ebfn v\u00e0 quan t\u00e2m \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng khi h\u1ecd quy\u1ebft \u0111\u1ecbnh mua s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p.<\/p>\n<p>\u0110\u00e1nh gi\u00e1 cao v\u00e0 quan t\u00e2m \u0111\u1ebfn ng\u01b0\u1eddi ti\u00eau d\u00f9ng l\u00e0 ch\u00eca kh\u00f3a \u0111\u1ec3 h\u1ecd s\u1ebd mua l\u1ea1i c\u00e1c s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p. Ngo\u00e0i ra, kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c d\u1ecbch v\u1ee5 t\u1ed1t c\u0169ng c\u00f3 th\u1ec3 \u0111\u00f3ng vai tr\u00f2 l\u00e0 ng\u01b0\u1eddi qu\u1ea3ng b\u00e1 cho s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 cho ng\u01b0\u1eddi kh\u00e1c, \u0111i\u1ec1u n\u00e0y l\u00e0m t\u0103ng kh\u1ea3 n\u0103ng hi\u1ec3n th\u1ecb c\u1ee7a doanh nghi\u1ec7p b\u1ea1n.<\/p>\n<p>Do \u0111\u00f3, \u0111\u1ed1i v\u1edbi c\u00e1c doanh nh\u00e2n k\u1ef9 thu\u1eadt s\u1ed1 , \u0111\u1ea7u t\u01b0 v\u00e0o vi\u1ec7c thu h\u00fat ng\u01b0\u1eddi ti\u00eau d\u00f9ng quay l\u1ea1i c\u0169ng quan tr\u1ecdng nh\u01b0 vi\u1ec7c t\u00ecm ki\u1ebfm v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc b\u00e1n h\u00e0ng, nh\u1eefng ng\u01b0\u1eddi ti\u00eau d\u00f9ng m\u1edbi b\u1eb1ng c\u00e1ch thu h\u00fat h\u1ecd b\u1eb1ng c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh h\u1eadu m\u00e3i.<\/p>\n<h2><strong>L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng?<\/strong><\/h2>\n<p>\u0110o l\u01b0\u1eddng\u00a0s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng\u00a0l\u00e0 m\u1ed9t c\u00f4ng vi\u1ec7c v\u00f4 c\u00f9ng quan tr\u1ecdng m\u00e0 b\u1ea5t k\u1ef3 doanh nghi\u1ec7p n\u00e0o c\u0169ng kh\u00f4ng n\u00ean b\u1ecf qua. Vi\u1ec7c \u0111o l\u01b0\u1eddng s\u1ebd \u0111em \u0111\u1ebfn cho b\u1ea1n nhi\u1ec1u th\u00f4ng tin h\u1eefu \u00edch \u0111\u1ec3 c\u1ea3i thi\u1ec7n t\u00ecnh h\u00ecnh, \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh v\u00e0 d\u1ef1 b\u00e1o.<\/p>\n<p dir=\"ltr\">\u0110\u1ec3 \u0111\u00e1nh gi\u00e1 v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch chu\u1ea9n x\u00e1c nh\u1ea5t, b\u1ea1n n\u00ean \u00e1p d\u1ee5ng vi\u1ec7c \u0111o l\u01b0\u1eddng \u0111\u1ec3 thu nh\u1eadn k\u1ebft qu\u1ea3. Hi\u1ec7n nay, c\u00e1c doanh nghi\u1ec7p th\u01b0\u1eddng \u00e1p d\u1ee5ng ph\u01b0\u01a1ng ph\u00e1p \u0111o l\u01b0\u1eddng tr\u1ef1c ti\u1ebfp th\u00f4ng qua c\u00e1c d\u1ef1 \u00e1n nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng, kh\u1ea3o s\u00e1t, xin \u00fd ki\u1ebfn kh\u00e1ch h\u00e0ng. Ph\u01b0\u01a1ng ph\u00e1p n\u00e0y th\u01b0\u1eddng \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng do kh\u00e1 r\u00f5 r\u00e0ng v\u1edbi ng\u01b0\u1eddi \u0111\u01b0\u1ee3c h\u1ecfi b\u1edfi n\u00f3 t\u1ea1o n\u00ean kh\u1ea3 n\u0103ng \u0111o l\u01b0\u1eddng c\u00e1c nh\u1eadn th\u1ee9c, tr\u1ef1c ti\u1ebfp y\u00eau c\u1ea7u ng\u01b0\u1eddi \u0111\u01b0\u1ee3c kh\u1ea3o s\u00e1t ph\u1ea3i \u0111\u00e1nh gi\u00e1. M\u1ed9t s\u1ed1 c\u00e1ch \u00e1p d\u1ee5ng ph\u1ed5 bi\u1ebfn nh\u01b0:<\/p>\n<ul>\n<li dir=\"ltr\">\u00a0Ti\u1ebfn h\u00e0nh tri\u1ec3n khai nghi\u00ean c\u1ee9u \u0111\u1ecbnh t\u00ednh \u1edf quy m\u00f4 h\u1ea1n ch\u1ebf: Ph\u1ecfng v\u1ea5n tr\u1ef1c ti\u1ebfp, ph\u1ecfng v\u1ea5n nh\u00f3m,&#8230;<\/li>\n<li dir=\"ltr\">\u00a0Kh\u1ea3o s\u00e1t xin \u00fd ki\u1ebfn kh\u00e1ch h\u00e0ng tr\u00ean quy m\u00f4 l\u1edbn: Kh\u1ea3o s\u00e1t qua \u0111i\u1ec7n tho\u1ea1i, kh\u1ea3o s\u00e1t online qua b\u1ea3ng h\u1ecfi, th\u01b0, email&#8230;<\/li>\n<\/ul>\n<p>C\u00e1c doanh nghi\u1ec7p n\u00ean khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng g\u00f3p \u00fd, ph\u1ea3n h\u1ed3i v\u1ec1 s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 hay ch\u1ec9 ra c\u00e1c \u0111i\u1ec3m \u0111\u1ec3 b\u1ea1n c\u1ea3i thi\u1ec7n. B\u1edfi n\u1ebfu kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng, kh\u1ea3 n\u0103ng r\u1ea5t l\u1edbn l\u00e0 h\u1ecd s\u1ebd chia s\u1ebb \u0111i\u1ec1u n\u00e0y \u0111\u1ebfn v\u1edbi b\u1ea1n b\u00e8, ng\u01b0\u1eddi th\u00e2n.<\/p>\n<p>Th\u00f4ng qua vi\u1ec7c \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p s\u1ebd t\u00ecm \u0111\u01b0\u1ee3c insight kh\u00e1ch h\u00e0ng v\u00e0 nh\u1eefng \u0111i\u1ec3m ch\u1ea1m trong qu\u00e1 tr\u00ecnh mua h\u00e0ng. Th\u1ebf nh\u01b0ng \u0111\u1ec3<a title=\"T\u00ecm v\u00e0 khai th\u00e1c kh\u00e1ch h\u00e0ng t\u1eeb d\u1eef li\u1ec7u\" href=\"https:\/\/dtmconsulting.vn\/en\/tim-kiem-insight-tu-du-lieu\/\" target=\"_blank\" rel=\"noopener\"> khai th\u00e1c v\u00e0 s\u1eed d\u1ee5ng insight \u0111\u00fang c\u00e1ch v\u00e0 hi\u1ec7u qu\u1ea3<\/a> th\u00ec kh\u00f4ng ph\u1ea3i doanh nghi\u1ec7p n\u00e0o c\u0169ng c\u00f3 th\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c. V\u1edbi \u0111\u1ed9i ng\u0169 chuy\u00ean gia d\u00e0y d\u1eb7n kinh nghi\u1ec7m c\u0169ng nh\u01b0 c\u00f3 chuy\u00ean m\u00f4n s\u00e2u trong ng\u00e0nh, DTM Consulting ch\u00fang t\u00f4i lu\u00f4n s\u1eb5n s\u00e0ng th\u1ef1c hi\u1ec7n <a href=\"https:\/\/dtmconsulting.vn\/en\/dich-vu-nghien-cuu-thi-truong\/\">nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng<\/a>, <a href=\"https:\/\/dtmconsulting.vn\/en\/thau-hieu-insights\/\">khai th\u00e1c insight kh\u00e1ch h\u00e0ng<\/a> and <a href=\"https:\/\/dtmconsulting.vn\/en\/tu-van-marketing\/\">t\u01b0 v\u1ea5n marketing<\/a>\u00a0t\u1ed1i \u01b0u cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n!<\/p>\n<p>H\u00e3y <a href=\"https:\/\/dtmconsulting.vn\/en\/lien-he\/\">CONTACT US<\/a> v\u1edbi ch\u00fang t\u00f4i \u0111\u1ec3 \u0111\u01b0\u1ee3c t\u01b0 v\u1ea5n v\u00e0 h\u1ed7 tr\u1ee3!<\/p>","protected":false},"excerpt":{"rendered":"<p>Trong kinh doanh,\u00a0s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng\u00a0\u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 l\u00e0 v\u00f4 c\u00f9ng quan tr\u1ecdng. \u0110\u00e2y l\u00e0 n\u1ec1n m\u00f3ng, l\u00e0 \u0111i\u1ec1u ki\u1ec7n c\u1ea7n trong b\u1ea5t k\u1ef3 chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng n\u00e0o c\u1ee7a doanh nghi\u1ec7p c\u0169ng nh\u01b0 \u0111\u1ec3 x\u00e2y d\u1ef1ng h\u1ec7 th\u1ed1ng kh\u00e1ch h\u00e0ng trung th\u00e0nh. V\u1eady s\u1ef1 h\u00e0i l\u00f2ng [&hellip;]<\/p>","protected":false},"author":20,"featured_media":14271,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"footnotes":""},"categories":[128,74],"tags":[644,675,671,667],"class_list":["post-14226","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chia-se-kien-thuc","category-blog","tag-chien-luoc-marketing","tag-kinh-doanh-dich-vu","tag-marketing-dich-vu","tag-tu-van-marketing",""],"_links":{"self":[{"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/posts\/14226","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/users\/20"}],"replies":[{"embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/comments?post=14226"}],"version-history":[{"count":16,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/posts\/14226\/revisions"}],"predecessor-version":[{"id":14995,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/posts\/14226\/revisions\/14995"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/media\/14271"}],"wp:attachment":[{"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/media?parent=14226"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/categories?post=14226"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/tags?post=14226"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}