{"id":9706,"date":"2020-01-03T17:21:14","date_gmt":"2020-01-03T10:21:14","guid":{"rendered":"https:\/\/dtmconsulting.vn\/?p=9706"},"modified":"2021-01-11T09:49:42","modified_gmt":"2021-01-11T02:49:42","slug":"trai-nghiem-khach-hang-la-gi","status":"publish","type":"post","link":"https:\/\/dtmconsulting.vn\/en\/trai-nghiem-khach-hang-la-gi\/","title":{"rendered":"Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c b\u01b0\u1edbc x\u00e2y d\u1ef1ng"},"content":{"rendered":"

Trong th\u1eddi \u0111\u1ea1i ng\u00e0y nay, c\u00f3 l\u1ebd kh\u00f4ng kh\u00f3 \u0111\u1ec3 b\u1ea1n b\u1eaft g\u1eb7p c\u00e1c b\u00e0i vi\u1ebft n\u00f3i v\u1ec1 s\u1ef1 tuy\u1ec7t v\u1eddi c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. T\u1eeb \u0111\u00f3, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u n\u1ed5i l\u00ean nh\u01b0 m\u1ed9t y\u1ebfu t\u1ed1 kh\u00e1c bi\u1ec7t c\u1ee7a c\u00f4ng ty.<\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c d\u00f9ng \u0111\u1ec3 c\u1ea1nh tranh, d\u00f9ng \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng,… C\u00f3 qu\u00e1 nhi\u1ec1u th\u1ee9 m\u00e0 n\u00f3 c\u00f3 th\u1ec3 gi\u00fap cho c\u00f4ng ty.<\/p>\n

Nh\u01b0ng th\u1ef1c s\u1ef1 th\u00ec b\u1ea1n \u0111\u00e3 bi\u1ebft tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec<\/strong> ch\u01b0a?<\/p>\n

I\/ Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h1>\n

1-Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/h2>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, hi\u1ec3u theo c\u00e1ch \u0111\u01a1n gi\u1ea3n nh\u1ea5t, l\u00e0 c\u00e1ch m\u00e0 kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m v\u00e0 c\u1ea3m nh\u1eadn khi ti\u1ebfp x\u00fac v\u1edbi c\u00f4ng ty b\u1ea1n.<\/p>\n

\u0110i\u1ec1u n\u00e0y \u0111\u01b0\u1ee3c t\u00ednh b\u1edfi m\u1ecdi t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p. T\u1eeb trang web, fanpage \u0111\u1ebfn vi\u1ec7c t\u01b0 v\u1ea5n d\u1ecbch v\u1ee5, cung c\u1ea5p d\u1ecbch v\u1ee5 v\u00e0 c\u1ea3 qu\u00e1 tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u00e3 nh\u1eadn d\u1ecbch v\u1ee5.<\/p>\n

Hai y\u1ebfu t\u1ed1 c\u01a1 b\u1ea3n nh\u1ea5t c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0: nh\u1eadn th\u1ee9c v\u00e0 t\u01b0\u01a1ng t\u00e1c.<\/p>\n

2-Nh\u1eefng l\u1ee3i \u00edch m\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111em l\u1ea1i?<\/h2>\n

\"Tr\u1ea3i<\/p>\n

Ng\u00e0y nay, khi m\u00e0 c\u00e1c th\u01b0\u01a1ng hi\u1ec7u ng\u00e0y c\u00e0ng tr\u1edf n\u00ean c\u00e2n b\u1eb1ng h\u01a1n v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, th\u00ec tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng n\u1ed5i l\u00ean nh\u01b0 m\u1ed9t y\u1ebfu t\u1ed1 kh\u00e1c bi\u1ec7t.<\/p>\n

V\u00e0 kh\u00e1ch h\u00e0ng, c\u0169ng c\u00f3 nhu c\u1ea7u v\u1ec1 tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n.<\/p>\n

V\u1eady, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00e3 \u0111em l\u1ea1i nh\u1eefng g\u00ec cho c\u00f4ng ty?<\/p>\n

\u01afu ti\u00ean th\u01b0\u01a1ng hi\u1ec7u<\/h3>\n

Kh\u00e1ch h\u00e0ng lu\u00f4n t\u1ecf ra h\u00e0i l\u00f2ng h\u01a1n khi \u0111\u1ea1t \u0111\u01b0\u1ee3c nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c trong vi\u1ec7c t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. \u0110\u00f3 c\u00f3 th\u1ec3 l\u00e0 nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a, hay \u0111\u01a1n gi\u1ea3n ch\u1ec9 l\u00e0 vi\u1ec7c cung c\u1ea5p d\u1ecbch v\u1ee5 chuy\u00ean nghi\u1ec7p h\u01a1n t\u1eeb ph\u00eda th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

\u0110i\u1ec1u n\u00e0y c\u0169ng \u0111em \u0111\u1ebfn nhi\u1ec1u kh\u00e1ch h\u00e0ng trung th\u00e0nh h\u01a1n cho th\u01b0\u01a1ng hi\u1ec7u \u0111\u00f3.<\/p>\n

Gi\u1ea3m chi ph\u00ed t\u00ecm ki\u1ebfm kh\u00e1ch h\u00e0ng<\/h3>\n

Theo nh\u01b0 c\u00e1c th\u1ed1ng k\u00ea t\u1eeb Hubspot, chi ph\u00ed \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng m\u1edbi lu\u00f4n cao h\u01a1n so v\u1edbi vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i. Vi\u1ec7c n\u00e2ng cao tr\u1ea3i nghi\u1ec7m gi\u00fap khi\u1ebfn cho kh\u00e1ch h\u00e0ng s\u1eb5n l\u00f2ng \u1edf l\u1ea1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. \u0110\u1ed3ng th\u1eddi h\u1ecd kh\u00f4ng b\u1ecb t\u00e1c \u0111\u1ed9ng nhi\u1ec1u b\u1edfi nh\u1eefng y\u1ebfu t\u1ed1 nh\u01b0 gi\u00e1 th\u00e0nh s\u1ea3n ph\u1ea9m.<\/p>\n

T\u0103ng doanh thu<\/h3>\n

\u0110\u00e2y c\u00f3 l\u1ebd l\u00e0 m\u1ed9t trong nh\u1eefng l\u1ee3i \u00edch quan tr\u1ecdng nh\u1ea5t.<\/p>\n

Khi m\u00e0 kh\u00e1ch h\u00e0ng m\u1edbi \u0111\u1ebfn v\u1edbi th\u01b0\u01a1ng hi\u1ec7u, h\u1ecd h\u00e0i l\u00f2ng, h\u1ecd \u1edf l\u1ea1i v\u00e0 tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh. C\u1ee9 nh\u01b0 v\u1eady, doanh thu s\u1ebd ng\u00e0y m\u1ed9t t\u0103ng l\u00ean.<\/p>\n

>>> Xem th\u00eam: Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u2013 C\u01a1 h\u1ed9i l\u1edbn cho Marketer<\/a><\/p>\n

3-H\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n

H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 c\u1ea3 m\u1ed9t qu\u00e1 tr\u00ecnh t\u1eeb khi kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u ti\u1ebfp x\u00fac v\u1edbi th\u01b0\u01a1ng hi\u1ec7u cho \u0111\u1ebfn khi kh\u00e1ch h\u00e0ng \u0111\u00e3 mua v\u00e0 tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m.<\/p>\n

4-Qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n

Qu\u1ea3n tr\u1ecb tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 qu\u00e1 tr\u00ecnh t\u1ed5 ch\u1ee9c v\u00e0 qu\u1ea3n l\u00fd c\u00e1c \u0111i\u1ec3m ch\u1ea1m gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 th\u01b0\u01a1ng hi\u1ec7u trong h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd.<\/p>\n

Nhi\u1ec7m v\u1ee5 c\u1ee7a vi\u1ec7c qu\u1ea3n tr\u1ecb n\u00e0y l\u00e0 x\u00e1c \u0111\u1ecbnh mong \u0111\u1ee3i kh\u00e1ch h\u00e0ng t\u1eeb m\u1ed7i \u0111i\u1ec3m ch\u1ea1m. \u0110\u1ec3 t\u1eeb \u0111\u00f3, thi\u1ebft k\u1ebf t\u01b0\u01a1ng t\u00e1c sao cho \u0111\u00e1p \u1ee9ng ho\u1eb7c v\u01b0\u1ee3t qu\u00e1 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

Nh\u1edd \u0111\u00f3, l\u00e0m t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng, t\u0103ng kh\u00e1c h\u00e0ng trung th\u00e0nh.<\/p>\n

5-Chi\u1ebfn l\u01b0\u1ee3c n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n

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

Chi\u1ebfn l\u01b0\u1ee3c n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng gi\u00fap b\u1ea1n x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c nh\u1eefng g\u00ec m\u00e0 c\u00f4ng ty ph\u1ea3i l\u00e0m \u0111\u1ec3 cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n qua c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac gi\u1eefa \u0111\u00f4i b\u00ean.<\/p>\n

M\u1ed9t chi\u1ebfn l\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 s\u1ebd gi\u00fap cho c\u00f4ng ty ti\u1ebft ki\u1ec7m \u0111\u01b0\u1ee3c chi ph\u00ed, gia t\u0103ng gi\u00e1 tr\u1ecb th\u01b0\u01a1ng hi\u1ec7u v\u00e0 tr\u1edf n\u00ean n\u1ed5i b\u1eadt h\u01a1n \u0111\u1ed1i th\u1ee7.<\/p>\n

V\u1eady, c\u00f4ng ty b\u1ea1n c\u1ea7n xem x\u00e9t nh\u1eefng y\u1ebfu t\u1ed1 n\u00e0o khi x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng?<\/p>\n

Kh\u1ea3 n\u0103ng ti\u1ebfp c\u1eadn v\u00e0 t\u00ednh thu\u1eadn ti\u1ec7n c\u1ee7a c\u00e1c k\u00eanh<\/h3>\n

C\u00f4ng ty c\u1ea7n ph\u1ea3i bi\u1ebft \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd \u0111ang ho\u1ea1t \u0111\u1ed9ng \u1edf k\u00eanh n\u00e0o. Sau \u0111\u00f3 \u0111\u00e1nh gi\u00e1 kh\u1ea3 n\u0103ng ti\u1ebfp c\u1eadn \u0111\u1ed1i v\u1edbi k\u00eanh \u0111\u00f3 ra sao. Vi\u1ec7c ch\u1ecdn k\u00eanh th\u00edch h\u1ee3p l\u00e0 \u0111i\u1ec1u ki\u1ec7n ti\u00ean quy\u1ebft \u0111\u1ec3 c\u00f3 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c hi\u1ec7u qu\u1ea3.<\/p>\n

B\u00e0i vi\u1ebft li\u00ean quan Chi\u1ebfn l\u01b0\u1ee3c b\u00e1n l\u1ebb Omni channel<\/a><\/strong><\/p>\n

\u0110\u1ed9 linh ho\u1ea1t c\u1ee7a c\u00e1c k\u00eanh<\/h3>\n

H\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng bao g\u1ed3m nhi\u1ec1u \u0111i\u1ec3m ti\u1ebfp x\u00fac kh\u00e1c nhau \u0111\u1ed1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. \u1ede m\u1ed7i \u0111i\u1ec3m ti\u1ebfp x\u00fac, ng\u01b0\u1eddi d\u00f9ng c\u00f3 th\u1ec3 t\u01b0\u01a1ng t\u00e1c th\u00f4ng qu\u00e1 nhi\u1ec1u k\u00eanh kh\u00e1c nhau t\u1ea1i c\u00f9ng m\u1ed9t th\u1eddi \u0111i\u1ec3m. C\u00f4ng ty c\u1ea7n ph\u1ea3i \u0111\u1ea3m b\u1ea3o t\u00ednh linh ho\u1ea1t \u0111\u1ec3 chuy\u1ec3n k\u00eanh cho kh\u00e1ch h\u00e0ng.<\/p>\n

C\u00e1 nh\u00e2n h\u00f3a<\/h3>\n

C\u00e1 nh\u00e2n h\u00f3a kh\u00e1ch h\u00e0ng c\u00f3 l\u1ebd l\u00e0 c\u1ee5m t\u1eeb m\u00e0 b\u1ea1n \u0111\u01b0\u1ee3c nghe qu\u00e1 nhi\u1ec1u l\u1ea7n trong th\u1eddi gian v\u1eeba qua. Vi\u1ec7c cung c\u1ea5p d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u ri\u00eang c\u1ee7a m\u1ed7i kh\u00e1ch h\u00e0ng s\u1ebd \u0111em l\u1ea1i tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c v\u00e0 gi\u00fap c\u00f4ng ty \u0111\u01b0\u1ee3c \u0111i\u1ec3m tr\u01b0\u1edbc \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.<\/p>\n

>>> N\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n b\u1eb1ng Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/a><\/p>\n

B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/h3>\n

M\u1ed7i th\u01b0\u01a1ng hi\u1ec7u c\u00f3 m\u1ed9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng kh\u00e1c nhau v\u00e0 nh\u1eefng \u0111i\u1ec3m ti\u1ebfp x\u00fac kh\u00e1c nhau \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh.<\/p>\n

S\u1eed d\u1ee5ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u1ec3 ph\u00e2n t\u00edch h\u00e0nh vi ng\u01b0\u1eddi d\u00f9ng gi\u00fap doanh nghi\u1ec7p hi\u1ec3u c\u00e1ch kh\u00e1ch h\u00e0ng ti\u1ebfp c\u1eadn v\u00e0 hi\u1ec3u kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y nh\u01b0 th\u1ebf n\u00e0o khi t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p<\/p>\n

C\u00e1ch ti\u1ebfp c\u1eadn n\u00e0y cung c\u1ea5p hai l\u1ee3i \u00edch ch\u00ednh:<\/p>\n

Cho ph\u00e9p nh\u1eefng ng\u01b0\u1eddi ra quy\u1ebft \u0111\u1ecbnh t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng.
\nGi\u00fap m\u1ed7i b\u01b0\u1edbc c\u1ee7a tr\u1ea3i nghi\u1ec7m mua d\u1ec5 d\u00e0ng h\u01a1n cho kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng.
\nB\u1ea1n c\u00f3 th\u1ec3 c\u00f3 \u0111\u1ed9i ng\u0169 Marketing t\u1ed1t nh\u1ea5t, nh\u01b0ng n\u1ebfu kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n kh\u00f4ng h\u00e0i l\u00f2ng, b\u1ea1n s\u1ebd kh\u00f4ng \u0111i \u0111\u1ebfn b\u1ea5t c\u1ee9 \u0111\u00e2u c\u1ea3.<\/p>\n

II\/ H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/h1>\n

1-H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/h2>\n

Khi b\u1ea1n ghi l\u1ea1i h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1ea1n s\u1ebd v\u1ea1ch ra c\u00e1c k\u1ecbch b\u1ea3n h\u00e0nh vi kh\u00e1c nhau b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng d\u1eef li\u1ec7u hi\u1ec7n c\u00f3 trong doanh nghi\u1ec7p.<\/p>\n

Vi\u1ec7c m\u1ed9t m\u1eabu h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u00f3 v\u1ebb nh\u01b0 l\u00e0 m\u1ed9t \u00fd t\u01b0\u1edfng kh\u00f3 kh\u0103n v\u00e0 t\u1ed1n nhi\u1ec1u th\u1eddi gian, chi ph\u00ed v\u00e0 c\u1ea3 ngu\u1ed3n l\u1ef1c. L\u00e0m th\u1ebf n\u00e0o b\u1ea1n c\u00f3 th\u1ec3 bi\u1ebft kh\u00e1ch h\u00e0ng s\u1ebd l\u00e0m g\u00ec khi h\u1ecd \u0111\u1eb7t ch\u00e2n v\u00e0o c\u1eeda h\u00e0ng c\u1ee7a b\u1ea1n ho\u1eb7c v\u00e0o trang web c\u1ee7a b\u1ea1n?<\/p>\n

D\u00f9 b\u1ea1n c\u00f3 tin hay kh\u00f4ng, \u0111\u00e2y l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 Marketing d\u1ec5 s\u1eed d\u1ee5ng m\u00e0 b\u1ea5t c\u1ee9 ai c\u0169ng c\u00f3 th\u1ec3 t\u1ea1o ra v\u00e0 n\u00f3 c\u00f3 th\u1ec3 l\u00e0 v\u00f4 gi\u00e1 \u0111\u1ed1i v\u1edbi t\u1ed5 ch\u1ee9c c\u1ee7a b\u1ea1n.<\/p>\n

V\u1edbi nh\u1eefng thay \u0111\u1ed5i li\u00ean t\u1ee5c trong c\u00f4ng ngh\u1ec7 v\u00e0 nh\u1eefng c\u00e1ch th\u1ee9c m\u1edbi m\u00e0 m\u1ecdi ng\u01b0\u1eddi mua s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 tr\u1ef1c tuy\u1ebfn, \u0111i\u1ec1u \u0111\u00f3 r\u1ea5t c\u1ea7n thi\u1ebft \u0111\u1ec3 l\u1eadp k\u1ebf ho\u1ea1ch v\u00e0 d\u1ef1 \u0111o\u00e1n c\u00e1ch kh\u00e1ch h\u00e0ng s\u1ebd h\u00e0nh \u0111\u1ed9ng theo t\u1eebng b\u01b0\u1edbc.<\/p>\n

2-C\u00e1c b\u01b0\u1edbc x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/h2>\n

Th\u1ef1c hi\u1ec7n nghi\u00ean c\u1ee9u thu th\u1eadp th\u00f4ng tin<\/h3>\n

Kh\u00eda c\u1ea1nh quan tr\u1ecdng nh\u1ea5t c\u1ee7a vi\u1ec7c t\u1ea1o ra m\u1ed9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh ng\u01b0\u1eddi d\u00f9ng h\u1ea5p d\u1eabn l\u00e0 xem x\u00e9t qu\u00e1 tr\u00ecnh t\u1eeb quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1ea1n s\u1ebd c\u1ea7n hai lo\u1ea1i nghi\u00ean c\u1ee9u \u0111\u1ec3 th\u1ef1c hi\u1ec7n m\u1ee5c ti\u00eau n\u00e0y:<\/p>\n

Nghi\u00ean c\u1ee9u ph\u00e2n t\u00edch<\/h4>\n

S\u1eed d\u1ee5ng trang web c\u1ee7a b\u1ea1n, ph\u00e2n t\u00edch c\u1ee7a Google hay Facebook c\u00f3 s\u1eb5n v\u00e0 s\u1ebd cho b\u1ea1n bi\u1ebft ch\u00ednh x\u00e1c kh\u00e1ch h\u00e0ng \u1edf \u0111\u00e2u, h\u1ecd d\u00e0nh bao nhi\u00eau th\u1eddi gian cho b\u1ea1n v\u00e0 khi n\u00e0o h\u1ecd r\u1eddi \u0111i.<\/p>\n

Thu th\u1eadp d\u1eef li\u1ec7u v\u1ec1 kh\u00e1ch h\u00e0ng lu\u00f4n kh\u00f3 kh\u0103n v\u00e0 ph\u1ee9c t\u1ea1p do nh\u00e2n s\u1ef1 n\u1ed9i b\u1ed9 doanh nghi\u1ec7p thi\u1ebfu k\u1ef9 n\u0103ng chuy\u00ean m\u00f4n v\u00e0 kinh nghi\u1ec7m. L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 b\u1ea1n t\u00ecm ra nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng \u0111ang ngh\u0129?<\/p>\n

T\u1ef1 nghi\u00ean c\u1ee9u th\u00f4ng qua c\u00e1c c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch c\u00f3 s\u1eb5n<\/h4>\n

Ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i r\u1ea5t h\u1eefu \u00edch \u0111\u1ec3 \u0111o l\u01b0\u1eddng c\u00e1ch kh\u00e1ch h\u00e0ng c\u1ea3m nh\u1eadn ho\u1eb7c suy ngh\u0129. Khi ai \u0111\u00f3 h\u00e0i l\u00f2ng ho\u1eb7c th\u1ea5t v\u1ecdng v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u1edbi m\u1ed9t c\u00f4ng ty\/s\u1ea3n ph\u1ea9m. C\u00f3 th\u1ec3 th\u00f4ng qua Facebook Analytics ho\u1eb7c qua ch\u00ednh c\u00e1c cu\u1ed9c tr\u00f2 chuy\u1ec7n c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 b\u1ea1n v\u00e0 \u0111\u1ed1i th\u1ee7, c\u00e1ch kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1, ph\u1ea3n h\u1ed3i,\u2026<\/p>\n

Ho\u1eb7c d\u1eef li\u1ec7u t\u1eeb Google Analytics \u0111\u1ec3 th\u1ea5y h\u00e0nh vi kh\u00e1ch h\u00e0ng tr\u00ean website, th\u1eddi gian, \u0111i\u1ec3m ti\u1ebfp x\u00fac, \u0111i\u1ec3m chuy\u1ec3n \u0111\u1ed5i,..<\/p>\n

Tuy nhi\u00ean, c\u00e1c d\u1eef li\u1ec7u n\u00e0y th\u01b0\u1eddng l\u1ebb t\u1ebb v\u00e0 c\u00f3 t\u00ednh th\u1eddi v\u1ee5 (nhanh, t\u1ea1m th\u1eddi ph\u00f9 h\u1ee3p t\u1ea1i 1 th\u1eddi \u0111i\u1ec3m \u0111\u00f3) n\u00ean doanh nghi\u1ec7p kh\u00f3 m\u00e0 c\u00f3 c\u00e1i nh\u00ecn t\u1ed5ng quan th\u00f4ng qua d\u1eef li\u1ec7u thu v\u1ec1. V\u00e0 doanh nghi\u1ec7p th\u01b0\u1eddng ph\u00e2n t\u00edch c\u00e1c lo\u1ea1i d\u1eef li\u1ec7u n\u00e0y d\u00f9ng \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a k\u00eanh, touch-point (\u0111i\u1ec3m ch\u1ea1m), sau khi doanh nghi\u1ec7p \u0111\u00e3 c\u00f3 c\u00e1i nh\u00ecn t\u1ed5ng th\u1ec3 v\u1ec1 ph\u00e2n kh\u00fac th\u1ecb tr\u01b0\u1eddng v\u00e0 kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau, c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng, d\u1eef li\u1ec7u kh\u00e1ch nh\u00f3m kh\u00e1ch h\u00e0ng, Paint points, touch-point,\u2026<\/p>\n

Ngo\u00e0i ra, c\u00f3 c\u00e1c c\u00f4ng c\u1ee5 \u0111\u1ec3 \u0111o l\u01b0\u1eddng h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec1u b\u1eaft bu\u1ed9c \u0111\u1ec3 l\u1eadp k\u1ebf ho\u1ea1ch ch\u00ednh x\u00e1c.<\/p>\n

Tri\u1ec3n khai nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng<\/h4>\n

Ti\u1ebfn h\u00e0nh cu\u1ed9c\u00a0nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng<\/a><\/strong>\u00a0v\u1edbi nh\u1eefng m\u1ee5c ti\u00eau r\u00f5 r\u00e0ng c\u0169ng c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n thu th\u1eadp d\u1eef li\u1ec7u m\u1ed9t c\u00e1ch t\u1ed5ng th\u1ec3 v\u00e0 hi\u1ec3u r\u00f5 r\u00e0ng h\u01a1n v\u1ec1 th\u1ecb tr\u01b0\u1eddng, ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau,\u2026 Th\u01b0\u1eddng th\u00ec c\u00e1c doanh nghi\u1ec7p kh\u00f3 c\u00f3 th\u1ec3 t\u1ef1 ti\u1ebfn h\u00e0nh lo\u1ea1i nghi\u00ean c\u1ee9u n\u00e0y do quy m\u00f4 v\u00e0 t\u00ednh ph\u1ee9c t\u1ea1p, y\u00eau c\u1ea7u chuy\u00ean m\u00f4n cao.<\/p>\n

Doanh nghi\u1ec7p n\u00ean thu\u00ea c\u00e1c\u00a0c\u00f4ng ty nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng<\/strong>\u00a0tri\u1ec3n khai lo\u1ea1i nghi\u00ean c\u1ee9u n\u00e0y, h\u1ecd c\u0169ng s\u1ebd ph\u1ea3i ph\u00e2n t\u00edch v\u00e0 \u0111\u01b0a ra \u0111\u1ec1 xu\u1ea5t, \u0111\u1ecbnh h\u01b0\u1edbng cho doanh nghi\u1ec7p b\u1ea1n. C\u00e1ch n\u00e0y c\u00f3 th\u1ec3 gi\u00fap doanh nghi\u1ec7p gi\u1ea3m t\u1ea3i r\u1ea5t nhi\u1ec1u th\u1eddi gian v\u00e0 c\u00f4ng s\u1ee9c, b\u1ea3o \u0111\u1ea3m \u0111\u01b0\u1ee3c ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a cu\u1ed9c nghi\u00ean c\u1ee9u<\/p>\n

T\u1eebng b\u01b0\u1edbc trong x\u00e2y d\u1ef1ng h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/h3>\n

B\u01b0\u1edbc 1: Kh\u00e1ch h\u00e0ng l\u00e0 s\u1ed1 1<\/h4>\n

\u0110\u1eb7t m\u00ecnh v\u00e0o v\u1ecb tr\u00ed kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n v\u00e0 th\u1ef1c hi\u1ec7n t\u1ea5t c\u1ea3 c\u00e1c k\u1ebf ho\u1ea1ch xung quanh ph\u01b0\u01a1ng ch\u00e2m \u0111\u00f3, s\u1ebd \u0111\u01b0a b\u1ea1n \u0111i m\u1ed9t ch\u1eb7ng \u0111\u01b0\u1eddng d\u00e0i gi\u00fap vi\u1ec7c x\u00e2y d\u1ef1ng h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. Kh\u00e1ch h\u00e0ng l\u00e0 l\u00fd do b\u1ea1n t\u1ed3n t\u1ea1i.<\/p>\n

Nhi\u1ec1u l\u1ea7n, c\u00e1c gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh qu\u00ean chi ti\u1ebft quan tr\u1ecdng n\u00e0y v\u00e0 t\u1eadp trung v\u00e0o c\u00e1c ho\u1ea1t \u0111\u1ed9ng t\u00e1c nghi\u1ec7p chi\u1ebfn thu\u1eadt Marketing nh\u01b0 SEO, ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i v\u00e0 th\u01b0\u01a1ng hi\u1ec7u. V\u00e2ng, \u0111\u00e2y l\u00e0 t\u1ea5t c\u1ea3 c\u00e1c kh\u00eda c\u1ea1nh quan tr\u1ecdng c\u1ee7a vi\u1ec7c \u0111i\u1ec1u h\u00e0nh m\u1ed9t doanh nghi\u1ec7p, nh\u01b0ng b\u1ea1n kh\u00f4ng th\u1ec3 qu\u00ean v\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh v\u00e0 c\u00e1ch h\u1ecd t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n.<\/p>\n

H\u1ecd c\u00f3 h\u00e0i l\u00f2ng v\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00f4ng? Trang web c\u1ee7a b\u1ea1n c\u00f3 d\u1ec5 \u0111i\u1ec1u h\u01b0\u1edbng kh\u00f4ng v\u00e0 n\u00f3 c\u00f3 t\u1ea5t c\u1ea3 th\u00f4ng tin kh\u00e1ch h\u00e0ng mu\u1ed1n kh\u00f4ng?<\/p>\n

B\u01b0\u1edbc 2: X\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng (touch point)<\/h4>\n

M\u1ed7i khi kh\u00e1ch h\u00e0ng ti\u1ebfp x\u00fac v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n tr\u00ean h\u00e0nh tr\u00ecnh cho d\u00f9 \u0111\u00f3 l\u00e0 tr\u01b0\u1edbc (qu\u1ea3ng c\u00e1o), trong (truy c\u1eadp v\u00e0o c\u1eeda h\u00e0ng ho\u1eb7c trang web) ho\u1eb7c sau (ph\u1ea3n h\u1ed3i t\u00edch c\u1ef1c ho\u1eb7c ti\u00eau c\u1ef1c, kinh nghi\u1ec7m tr\u1ea3 l\u1ea1i, b\u1ea3n tin). Nh\u1eefng t\u01b0\u01a1ng t\u00e1c n\u00e0y \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 \u0111i\u1ec3m ch\u1ea1m (touch point).<\/p>\n

V\u1edbi th\u00f4ng tin n\u00e0y, b\u1ea1n c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh nh\u1eefng tr\u1edf ng\u1ea1i xu\u1ea5t hi\u1ec7n trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

M\u1ed9t quy tr\u00ecnh b\u00e1n h\u00e0ng li\u1ec1n m\u1ea1ch n\u01a1i kh\u00e1ch h\u00e0ng ra v\u00e0o trong th\u1eddi gian ng\u1eafn c\u0169ng quan tr\u1ecdng nh\u01b0 vi\u1ec7c cung c\u1ea5p c\u00e1c s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 ch\u1ea5t l\u01b0\u1ee3ng cao. C\u00f3 kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng chuy\u1ec3n th\u00e0nh l\u00f2ng trung th\u00e0nh th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

B\u01b0\u1edbc 3: X\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/h4>\n

Bi\u1ec3u \u0111\u1ed3 n\u00e0y kh\u00f4ng n\u00ean qu\u00e1 ph\u1ee9c t\u1ea1p, nh\u01b0ng n\u00f3 ph\u1ea3i bao g\u1ed3m c\u1ea3 d\u1eef li\u1ec7u nghi\u00ean c\u1ee9u ph\u00e2n t\u00edch v\u00e0 giai tho\u1ea1i. N\u00f3 s\u1ebd n\u1ed5i b\u1eadt khi kh\u00e1ch h\u00e0ng ng\u1eebng t\u01b0\u01a1ng t\u00e1c ho\u1eb7c khi h\u1ecd th\u1ea5t v\u1ecdng, v\u00ec v\u1eady nh\u00f3m c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a m\u00ecnh.<\/p>\n

C\u00f3 v\u00f4 s\u1ed1 l\u1ef1a ch\u1ecdn trong b\u1ea5t k\u1ef3 giao d\u1ecbch c\u1ee5 th\u1ec3 n\u00e0o, do \u0111\u00f3, kh\u00f4ng th\u1ec3 l\u01b0\u1eddng tr\u01b0\u1edbc m\u1ecdi t\u00ecnh hu\u1ed1ng c\u00f3 th\u1ec3 x\u1ea3y ra.<\/p>\n

M\u1ed9t bi\u1ec3u \u0111\u1ed3 r\u1ea5t h\u1eefu \u00edch \u0111\u1ec3 hi\u1ec3u h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng, kh\u1eafc ph\u1ee5c c\u00e1c v\u1ea5n \u0111\u1ec1 v\u00e0 x\u00e1c \u0111\u1ecbnh th\u00e0nh c\u00f4ng l\u00e0 t\u1ed1t.<\/p>\n

S\u1eed d\u1ee5ng bi\u1ec3u t\u01b0\u1ee3ng c\u1ea3m x\u00fac (bu\u1ed3n, t\u1ee9c gi\u1eadn, trung l\u1eadp, vui v\u1ebb ho\u1eb7c ph\u1ea5n kh\u00edch) r\u1ea5t h\u1eefu \u00edch \u0111\u1ec3 nhanh ch\u00f3ng h\u00ecnh dung tr\u1ea1ng th\u00e1i t\u00e2m l\u00fd c\u1ee7a kh\u00e1ch h\u00e0ng b\u1ea5t c\u1ee9 l\u00fac n\u00e0o.<\/p>\n

Khi m\u00e0 c\u00e1c c\u00f4ng ty ng\u00e0y c\u00e0ng \u0111\u1ea1t s\u1ef1 t\u01b0\u01a1ng \u0111\u01b0\u01a1ng v\u1ec1 s\u1ea3n ph\u1ea9m, ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 th\u00ec c\u00e1c doanh nghi\u1ec7p n\u00ean ch\u00fa \u00fd \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 g\u1eafn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0o trung t\u00e2m chi\u1ebfn l\u01b0\u1ee3c.<\/p>\n

Qua b\u00e0i vi\u1ebft, mong r\u1eb1ng b\u1ea1n \u0111\u00e3 hi\u1ec3u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec, v\u00e0 l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n

 <\/p>\n

Ngu\u1ed3n: Ameyo<\/p>","protected":false},"excerpt":{"rendered":"

Trong th\u1eddi \u0111\u1ea1i ng\u00e0y nay, c\u00f3 l\u1ebd kh\u00f4ng kh\u00f3 \u0111\u1ec3 b\u1ea1n b\u1eaft g\u1eb7p c\u00e1c b\u00e0i vi\u1ebft n\u00f3i v\u1ec1 s\u1ef1 tuy\u1ec7t v\u1eddi c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. T\u1eeb \u0111\u00f3, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u n\u1ed5i l\u00ean nh\u01b0 m\u1ed9t y\u1ebfu t\u1ed1 kh\u00e1c bi\u1ec7t c\u1ee7a c\u00f4ng ty. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c d\u00f9ng \u0111\u1ec3 c\u1ea1nh tranh, d\u00f9ng […]<\/p>","protected":false},"author":4,"featured_media":9727,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"footnotes":""},"categories":[74,128],"tags":[656],"class_list":["post-9706","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-chia-se-kien-thuc","tag-insights-khach-hang",""],"_links":{"self":[{"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/posts\/9706","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\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/comments?post=9706"}],"version-history":[{"count":7,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/posts\/9706\/revisions"}],"predecessor-version":[{"id":12759,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/posts\/9706\/revisions\/12759"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/media\/9727"}],"wp:attachment":[{"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/media?parent=9706"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/categories?post=9706"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dtmconsulting.vn\/en\/wp-json\/wp\/v2\/tags?post=9706"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}