{"id":11985,"date":"2021-11-01T18:26:03","date_gmt":"2021-11-01T11:26:03","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=11985"},"modified":"2021-11-01T18:26:03","modified_gmt":"2021-11-01T11:26:03","slug":"cach-xac-dinh-do-luong-va-cai-thien-su-hai-long-cua-khach-hang","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/cach-xac-dinh-do-luong-va-cai-thien-su-hai-long-cua-khach-hang\/","title":{"rendered":"C\u00e1ch X\u00e1c \u0110\u1ecbnh, \u0110o L\u01b0\u1eddng V\u00e0 C\u1ea3i Thi\u1ec7n S\u1ef1 H\u00e0i L\u00f2ng C\u1ee7a Kh\u00e1ch H\u00e0ng"},"content":{"rendered":"<p>Theo nghi\u00ean c\u1ee9u c\u1ee7a C\u1ee5c qu\u1ea3n l\u00fd c\u00e1c doanh nghi\u1ec7p nh\u1ecf c\u00f9ng v\u1edbi Ph\u00f2ng Th\u01b0\u01a1ng m\u1ea1i Hoa K\u1ef3,chi ph\u00ed \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi t\u1ed1n g\u1ea5p 5-7 l\u1ea7n so v\u1edbi chi ph\u00ed duy tr\u00ec kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3. C\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 gi\u00fap doanh nghi\u1ec7p t\u0103ng doanh thu v\u00e0 gi\u1ea3m chi ph\u00ed.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-11987\" src=\"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/11\/cai-thien-su-hai-long-cua-khach-hang-1.jpg\" alt=\"\" width=\"680\" height=\"414\" \/><\/p>\n<h2><strong>L\u1ee3i \u00edch c\u1ee7a vi\u1ec7c l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng.<\/strong><\/h2>\n<h3><strong>1. T\u0103ng t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng trung th\u00e0nh.<\/strong><\/h3>\n<p>Kh\u00e1ch h\u00e0ng trung th\u00e0nh l\u00e0 ch\u00eca kh\u00f3a gi\u00fap doanh nghi\u1ec7p t\u0103ng tr\u01b0\u1edfng doanh thu, l\u1ee3i nhu\u1eadn b\u1ec1n v\u1eefng h\u01a1n.Theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Inmoment, 60% kh\u00e1ch h\u00e0ng trung th\u00e0nh s\u1ebd mua h\u00e0ng th\u01b0\u1eddng xuy\u00ean h\u01a1n so v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng m\u1edbi.<\/p>\n<p>\u0110i\u1ec1u n\u00e0y khuy\u1ebfn kh\u00edch c\u00e1c th\u01b0\u01a1ng hi\u1ec7u ch\u00fa \u00fd h\u01a1n \u0111\u1ebfn vi\u1ec7c gi\u1eef cho kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd h\u00e0i l\u00f2ng nh\u1eb1m th\u00fac \u0111\u1ea9y doanh thu, l\u1ee3i nhu\u1eadn. Nghi\u00ean c\u1ee9u c\u1ee7a Bain &amp; Company cho th\u1ea5y t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng t\u0103ng 5% t\u01b0\u01a1ng quan v\u1edbi m\u1ee9c t\u0103ng 25% + l\u1ee3i nhu\u1eadn.<\/p>\n<h3><strong>3. T\u0103ng t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng m\u1edbi.<\/strong><\/h3>\n<p>Nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng c\u00f3 th\u1ec3 s\u1ebd tr\u1edf th\u00e0nh m\u1ed9t ph\u01b0\u01a1ng th\u1ee9c truy\u1ec1n th\u00f4ng hi\u1ec7u qu\u1ea3. Tr\u00ean th\u1ef1c t\u1ebf 81% ng\u01b0\u1eddi \u0111\u01b0\u1ee3c h\u1ecfi cho r\u1eb1ng h\u1ecd tin t\u01b0\u1edfng l\u1eddi khuy\u00ean t\u1eeb b\u1ea1n b\u00e8 v\u00e0 gia \u0111\u00ecnh h\u01a1n l\u00e0 t\u1eeb c\u00e1c qu\u1ea3ng c\u00e1o c\u1ee7a doanh nghi\u1ec7p. Nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng s\u1ebd gi\u00fap doanh nghi\u1ec7p ki\u1ebfm \u0111\u01b0\u1ee3c nhi\u1ec1u kh\u00e1ch h\u00e0ng m\u1edbi h\u01a1n trong khi kh\u00f4ng ph\u1ea3i m\u1ea5t qu\u00e1 nhi\u1ec1u chi ph\u00ed.<\/p>\n<h2><strong>C\u00e1ch \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/strong><\/h2>\n<p>\u0110\u1ec3 c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi \u0111oanh nghi\u1ec7p, b\u1ea1n c\u1ea7n ph\u1ea3i \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c n\u00f3.<\/p>\n<p>V\u1edbi s\u1ef1 tr\u1ee3 gi\u00fap c\u1ee7a c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1ea1n s\u1ebd d\u1ec5 d\u00e0ng thu th\u1eadp th\u00f4ng tin chi ti\u1ebft ch\u00ednh x\u00e1c v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. T\u1eeb \u0111\u00f3 gi\u00fap b\u1ea1n hi\u1ec3u \u0111\u01b0\u1ee3c nh\u1eefng g\u00ec b\u1ea1n \u0111ang l\u00e0m t\u1ed1t v\u00e0 c\u00e1ch b\u1ea1n c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p>Ba ch\u1ec9 s\u1ed1 ph\u1ed5 bi\u1ebfn trong \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0:<\/p>\n<ul>\n<li>NPS (net promoter score): ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 m\u1ee9c \u0111\u1ed9 kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 gi\u1edbi thi\u1ec7u cho ng\u01b0\u1eddi th\u00e2n, b\u1ea1n b\u00e8 s\u1eed d\u1ee5ng.<\/li>\n<li>CSAT (Customer satisfaction score) \u2013 Ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng:\u00a0 th\u1ec3 hi\u1ec7n m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng sau c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac quan tr\u1ecdng trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<li>CES (Customer effort score): th\u1ec3 hi\u1ec7n m\u1ee9c \u0111\u1ed9 d\u1ec5 d\u00e0ng c\u1ee7a kh\u00e1ch h\u00e0ng khi ti\u1ebfp c\u1eadn s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5.<\/li>\n<\/ul>\n<h2><strong>3 C\u00e1ch c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/strong><\/h2>\n<h3><strong>1. C\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, s\u1ea3n ph\u1ea9m.<\/strong><\/h3>\n<p>Nghi\u00ean c\u1ee9u c\u1ee7a Microsoft cho th\u1ea5y 58% ng\u01b0\u1eddi ti\u00eau d\u00f9ng s\u1ebd t\u1eeb b\u1ecf th\u01b0\u01a1ng hi\u1ec7u c\u00f3 tr\u1ea3i nghi\u1ec7m k\u00e9m. B\u00e1o c\u00e1o c\u1ee7a Hubspot c\u0169ng cho th\u1ea5y 93% kh\u00e1ch h\u00e0ng c\u00f3 kh\u1ea3 n\u0103ng mua h\u00e0ng l\u1eb7p l\u1ea1i v\u1edbi m\u1ed9t c\u00f4ng ty cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc. C\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng, s\u1ea3n ph\u1ea9m l\u00e0 y\u1ebfu t\u1ed1 \u0111\u1ea7u ti\u00ean gi\u00fap n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p.<\/p>\n<h3><strong>2. Tr\u1ea3 l\u1eddi c\u00e1c ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng ngay l\u1eadp t\u1ee9c.<\/strong><\/h3>\n<p>H\u00e3y tr\u1ea3 l\u1eddi l\u1ea1i c\u00e1c <a href=\"https:\/\/miraway.vn\/giai-phap\/phan-hoi-khach-hang\/\">ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> \u0111\u1ec3 h\u1ecd bi\u1ebft r\u1eb1ng \u00fd ki\u1ebfn c\u1ee7a h\u1ecd \u0111\u00e3 \u0111\u01b0\u1ee3c ti\u1ebfp nh\u1eadn v\u00e0 b\u1ea1n \u0111ang c\u1ed1 g\u1eafng \u0111\u1ec3 c\u1ea3i thi\u1ec7n ch\u00fang m\u1ed9t c\u00e1ch t\u1ed1t nh\u1ea5t. Vi\u1ec7c n\u00e0y ch\u1ee9ng t\u1ecf doanh nghi\u1ec7p \u0111ang l\u1eafng nghe v\u00e0 coi tr\u1ecdng t\u1eebng \u00fd ki\u1ebfn c\u1ee7a kh\u00e1ch h\u00e0ng. H\u1ecd s\u1ebd c\u1ea3m th\u1ea5y m\u00ecnh th\u1ef1c s\u1ef1 quan tr\u1ecdng v\u00e0 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n \u0111ang ph\u1ee5c v\u1ee5 r\u1ea5t t\u1ed1t.<\/p>\n<h3><strong>3. \u0110\u1ed5i m\u1edbi \u0111\u1ec3 c\u1ea1nh tranh.<\/strong><\/h3>\n<p>Trong th\u1ecb tr\u01b0\u1eddng ng\u00e0y c\u00e0ng to\u00e0n c\u1ea7u c\u1ee7a ch\u00fang ta, s\u1ef1 c\u1ea1nh tranh gi\u00e0nh kh\u00e1ch h\u00e0ng l\u00e0 r\u1ea5t kh\u1ed1c li\u1ec7t. Nghi\u00ean c\u1ee9u c\u1ee7a McKinsey &amp; Company cho th\u1ea5y r\u1eb1ng ng\u01b0\u1eddi ti\u00eau d\u00f9ng hi\u1ec7n \u0111ang thay \u0111\u1ed5i th\u01b0\u01a1ng hi\u1ec7u nhi\u1ec1u h\u01a1n tr\u01b0\u1edbc. 36% ng\u01b0\u1eddi tr\u1ea3 l\u1eddi kh\u1ea3o s\u00e1t cho bi\u1ebft h\u1ecd \u0111\u00e3 th\u1eed m\u1ed9t nh\u00e3n hi\u1ec7u kh\u00e1c k\u1ec3 t\u1eeb khi x\u1ea3y ra \u0111\u1ea1i d\u1ecbch COVID-19.<\/p>\n<p>V\u1edbi suy ngh\u0129 n\u00e0y, vi\u1ec7c c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 v\u01b0\u1ee3t qua \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh ng\u00e0y c\u00e0ng tr\u1edf n\u00ean c\u1ea7n thi\u1ebft h\u01a1n bao gi\u1edd h\u1ebft. Nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng l\u00e0 m\u1ed9t c\u00e1ch tuy\u1ec7t v\u1eddi \u0111\u1ec3 b\u1eaft \u0111\u1ea7u th\u1ef1c hi\u1ec7n \u0111i\u1ec1u n\u00e0y, v\u00ec n\u00f3 gi\u00fap b\u1ea1n hi\u1ec3u r\u00f5 \u0111\u01b0\u1ee3c \u0111\u1ed1i th\u1ee7 c\u1ee7a m\u00ecnh v\u00e0 hi\u1ec3u \u0111\u01b0\u1ee3c nhu c\u1ea7u c\u1ee7a th\u1ecb tr\u01b0\u1eddng. T\u1eeb \u0111\u00f3 c\u00f3 th\u1ec3 \u0111\u01b0a ra chi\u1ebfn l\u01b0\u1ee3c kinh doanh hi\u1ec7u qu\u1ea3, thu h\u00fat v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n.<\/p>\n<p>Xem th\u00eam b\u00e0i vi\u1ebft: <a href=\"https:\/\/miraway.vn\/blog\/cach-trien-khai-digital-signage-de-thuc-day-doanh-thu-ban-hang\/\">C\u00e1ch tri\u1ec3n khai Digital Signage \u0111\u1ec3 th\u00fac \u0111\u1ea9y doanh thu b\u00e1n h\u00e0ng<\/a><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Theo nghi\u00ean c\u1ee9u c\u1ee7a C\u1ee5c qu\u1ea3n l\u00fd c\u00e1c doanh nghi\u1ec7p nh\u1ecf c\u00f9ng v\u1edbi Ph\u00f2ng Th\u01b0\u01a1ng m\u1ea1i Hoa K\u1ef3,chi ph\u00ed \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi t\u1ed1n g\u1ea5p 5-7 l\u1ea7n so v\u1edbi chi ph\u00ed duy tr\u00ec kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3. C\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 gi\u00fap doanh nghi\u1ec7p t\u0103ng doanh [&#8230;]\n","protected":false},"author":1,"featured_media":11987,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[11],"tags":[],"class_list":["post-11985","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-trai-nghiem-khach-hang"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/11\/cai-thien-su-hai-long-cua-khach-hang-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/11985"}],"collection":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/comments?post=11985"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/11985\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/11987"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=11985"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=11985"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=11985"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}