{"id":12215,"date":"2021-12-29T10:23:08","date_gmt":"2021-12-29T03:23:08","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=12215"},"modified":"2021-12-29T10:23:08","modified_gmt":"2021-12-29T03:23:08","slug":"lang-nghe-tieng-noi-khach-hang-voc-dang-tro-nen-quan-trong-hon-bao-gio-het","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/lang-nghe-tieng-noi-khach-hang-voc-dang-tro-nen-quan-trong-hon-bao-gio-het\/","title":{"rendered":"L\u1eafng Nghe Ti\u1ebfng N\u00f3i Kh\u00e1ch H\u00e0ng (VOC) \u0110ang Tr\u1edf N\u00ean Quan Tr\u1ecdng H\u01a1n Bao Gi\u1edd H\u1ebft"},"content":{"rendered":"<p><span style=\"font-weight: 400\">M\u1eb7c d\u00f9 h\u1ea7u h\u1ebft c\u00e1c doanh nghi\u1ec7p \u0111\u1ec1u cho r\u1eb1ng h\u1ecd \u0111ang th\u1ef1c hi\u1ec7n chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. Tuy nhi\u00ean, tr\u00ean th\u1ef1c t\u1ebf, ch\u1ec9 m\u1ed9t s\u1ed1 \u00edt th\u1ef1c s\u1ef1 l\u1eafng nghe v\u00e0 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m ph\u00f9 h\u1ee3p v\u1edbi ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng. Theo m\u1ed9t nghi\u00ean c\u1ee9u do Bain and Company th\u1ef1c hi\u1ec7n (2021), trong 80% s\u1ed1 doanh nghi\u1ec7p n\u00f3i r\u1eb1ng h\u1ecd l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, ch\u1ec9 8% kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 c\u1ea3m th\u1ea5y nh\u01b0 v\u1eady.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Gi\u1ea3i ph\u00e1p VOC cung c\u1ea5p cho doanh nghi\u1ec7p c\u00e1i nh\u00ecn th\u1ef1c t\u1ebf c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eadp trung v\u00e0o vi\u1ec7c n\u1eafm b\u1eaft nhu c\u1ea7u, mong mu\u1ed1n v\u00e0 k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng li\u00ean quan \u0111\u1ebfn s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p. VoC c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c xem nh\u01b0 m\u1ed9t la b\u00e0n h\u01b0\u1edbng d\u1eabn doanh nghi\u1ec7p \u0111i \u0111\u00fang h\u01b0\u1edbng.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-12216\" src=\"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/12\/lang-nghe-tieng-noi-khach-hang-voc-1.png\" alt=\"\" width=\"650\" height=\"315\" \/><\/p>\n<h2><b>C\u00e1ch nh\u1eadn bi\u1ebft doanh nghi\u1ec7p \u0111ang thi\u1ebfu \u0111i s\u1ef1 l\u1eafng nghe ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/b><\/h2>\n<p><span style=\"font-weight: 400\">Theo nghi\u00ean c\u1ee9u c\u1ee7a Bain and Company (2021), nhi\u1ec1u doanh nghi\u1ec7p kh\u00f4ng nh\u1eadn th\u1ee9c \u0111\u01b0\u1ee3c r\u1eb1ng h\u1ecd \u0111ang mang \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00f4ng t\u1ed1t cho \u0111\u1ebfn khi kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf h\u1ecd. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 d\u1ea5u hi\u1ec7u c\u1ea3nh b\u00e1o cho th\u1ea5y kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng v\u1edbi doanh nghi\u1ec7p:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Doanh nghi\u1ec7p li\u00ean t\u1ee5c nh\u1eadn \u0111\u01b0\u1ee3c l\u1eddi ph\u00e0n n\u00e0n v\u1ec1 m\u1ed9t v\u1ea5n \u0111\u1ec1 t\u01b0\u01a1ng t\u1ef1.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">\u0110\u00e1nh gi\u00e1 v\u00e0 x\u1ebfp h\u1ea1ng \u0111ang gi\u1ea3m.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">S\u1ea3n ph\u1ea9m\/ t\u00ednh n\u0103ng m\u1edbi v\u1ea5p ph\u1ea3i nhi\u1ec1u \u00fd ki\u1ebfn ti\u00eau c\u1ef1c.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Kh\u00e1ch h\u00e0ng \u0111ang ph\u00e0n n\u00e0n v\u1ec1 nh\u1eefng v\u1ea5n \u0111\u1ec1 doanh nghi\u1ec7p ch\u01b0a bao gi\u1edd ngh\u0129 t\u1edbi.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">C\u00e1ch duy nh\u1ea5t \u0111\u1ec3 bi\u1ebft kh\u00e1ch h\u00e0ng mu\u1ed1n g\u00ec l\u00e0 l\u1eafng nghe ti\u1ebfng n\u00f3i c\u1ee7a h\u1ecd.\u00a0<\/span><\/p>\n<h2><b>C\u00e1ch l\u1eafng nghe ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/b><\/h2>\n<p><span style=\"font-weight: 400\">Khi n\u00f3i \u0111\u1ebfn vi\u1ec7c thu th\u1eadp d\u1eef li\u1ec7u cho VoC, th\u00f4ng th\u01b0\u1eddng c\u00f3 ba lo\u1ea1i <a href=\"https:\/\/miraway.vn\/giai-phap\/phan-hoi-khach-hang\/\">ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng<\/a>:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Ph\u1ea3n h\u1ed3i tr\u1ef1c ti\u1ebfp: Kh\u00e1ch h\u00e0ng tr\u1ef1c ti\u1ebfp cung c\u1ea5p ph\u1ea3n h\u1ed3i t\u1edbi doanh nghi\u1ec7p th\u00f4ng qua kh\u1ea3o s\u00e1t tr\u00ean trang web, kh\u1ea3o s\u00e1t tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp, ph\u1ecfng v\u1ea5n tr\u1ef1c ti\u1ebfp kh\u00e1ch h\u00e0ng, v.v.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Ph\u1ea3n h\u1ed3i gi\u00e1n ti\u1ebfp: Kh\u00e1ch h\u00e0ng nh\u1eadn x\u00e9t v\u1ec1 doanh nghi\u1ec7p nh\u01b0ng kh\u00f4ng tr\u1ef1c ti\u1ebfp. V\u00ed d\u1ee5: d\u01b0\u1edbi d\u1ea1ng tweet ho\u1eb7c tr\u00ean trang web \u0111\u00e1nh gi\u00e1 c\u1ee7a b\u00ean th\u1ee9 ba.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Ph\u1ea3n h\u1ed3i suy lu\u1eadn: Ph\u1ea3n h\u1ed3i suy lu\u1eadn d\u1ef1a tr\u00ean c\u00e1ch kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5. V\u00ed d\u1ee5: s\u1ed1 l\u1ea7n li\u00ean h\u1ec7 v\u1edbi d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, t\u1ea7n su\u1ea5t mua h\u00e0ng,\u2026<\/span><\/li>\n<\/ul>\n<h2><b>C\u00e1ch s\u1eed d\u1ee5ng ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/b><\/h2>\n<p><span style=\"font-weight: 400\">Gi\u1ea3i ph\u00e1p VoC th\u1ef1c hi\u1ec7n nhi\u1ec1u ph\u00e2n h\u1ec7 quan tr\u1ecdng h\u01a1n vi\u1ec7c ch\u1ec9 \u0111\u01a1n gi\u1ea3n l\u00e0 ph\u00e2n ph\u1ed1i cu\u1ed9c kh\u1ea3o s\u00e1t v\u00e0 thu th\u1eadp c\u00e2u tr\u1ea3 l\u1eddi. \u0110\u1ec3 tr\u1edf th\u00e0nh m\u1ed9t doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, h\u00e3y l\u1eafng nghe ph\u1ea3n h\u1ed3i t\u1eeb m\u1ecdi kh\u00e1ch h\u00e0ng v\u00e0 \u00e1p d\u1ee5ng \u0111\u1ec3 th\u1ef1c hi\u1ec7n c\u1ea3i ti\u1ebfn \u1edf t\u1ea5t c\u1ea3 ph\u00f2ng ban n\u1ebfu c\u1ea7n thi\u1ebft.\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Ph\u00f2ng Ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m: S\u1eed d\u1ee5ng VoC \u0111\u1ec3 th\u1ea5u hi\u1ec3u nh\u1eefng mong mu\u1ed1n v\u00e0 k\u00ec v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m, t\u00ednh n\u0103ng.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Marketing: \u1ee8ng d\u1ee5ng VoC \u0111\u1ec3 x\u00e2y d\u1ef1ng c\u00e1c chi\u1ebfn d\u1ecbch truy\u1ec1n th\u00f4ng, qu\u1ea3ng c\u00e1o, t\u1eeb \u0111\u00f3 truy\u1ec1n t\u1ea3i nh\u1eefng th\u00f4ng \u0111i\u1ec7p kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 quan t\u00e2m.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Kinh doanh: S\u1eed d\u1ee5ng d\u1eef li\u1ec7u VoC thu th\u1eadp \u0111\u01b0\u1ee3c t\u1eeb c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh VoC \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh kh\u00e1ch h\u00e0ng l\u00fd t\u01b0\u1edfng v\u00e0 nh\u1eefng \u0111i\u1ec3m thu h\u00fat h\u1ecd nh\u1ea5t trong qu\u00e1 tr\u00ecnh b\u00e1n h\u00e0ng.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">L\u1eafng nghe ti\u1ebfng n\u00f3i kh\u00e1ch h\u00e0ng v\u00e0 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00f4ng ph\u1ea3i l\u00e0 chi\u1ebfn d\u1ecbch ch\u1ec9 tri\u1ec3n khai trong m\u1ed9t giai \u0111o\u1ea1n ng\u1eafn. Thay v\u00e0o \u0111\u00f3, h\u00e3y ngh\u0129 v\u1ec1 VoC nh\u01b0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c kinh doanh m\u1edbi, trong \u0111\u00f3 b\u1ea1n \u0111\u1eb7t ti\u1ebfng n\u00f3i kh\u00e1ch h\u00e0ng l\u00ean h\u00e0ng \u0111\u1ea7u. Gi\u00e1 tr\u1ecb c\u1ee7a kh\u00e1ch h\u00e0ng lu\u00f4n thay \u0111\u1ed5i v\u00e0 b\u1ea1n c\u1ea7n ph\u1ea3i theo k\u1ecbp n\u00f3.<\/span><\/p>\n<p><span style=\"font-weight: 400\">T\u00ecm hi\u1ec3u v\u1ec1 gi\u1ea3i ph\u00e1p VoC \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n b\u1edfi Miraway \u2013 Nh\u00e0 cung c\u1ea5p gi\u1ea3i ph\u00e1p <a href=\"https:\/\/miraway.vn\/\">Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111a k\u00eanh<\/a> h\u00e0ng \u0111\u1ea7u Vi\u1ec7t Nam.<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u1eb7c d\u00f9 h\u1ea7u h\u1ebft c\u00e1c doanh nghi\u1ec7p \u0111\u1ec1u cho r\u1eb1ng h\u1ecd \u0111ang th\u1ef1c hi\u1ec7n chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. Tuy nhi\u00ean, tr\u00ean th\u1ef1c t\u1ebf, ch\u1ec9 m\u1ed9t s\u1ed1 \u00edt th\u1ef1c s\u1ef1 l\u1eafng nghe v\u00e0 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m ph\u00f9 h\u1ee3p v\u1edbi ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng. Theo m\u1ed9t nghi\u00ean c\u1ee9u do Bain and [&#8230;]\n","protected":false},"author":1,"featured_media":12216,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[167],"tags":[209,239],"class_list":["post-12215","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-he-thong-khao-sat-va-phan-hoi","tag-lang-nghe-tieng-noi-khach-hang","tag-voc"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/12\/lang-nghe-tieng-noi-khach-hang-voc-1-1.png","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/12215"}],"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=12215"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/12215\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/12216"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=12215"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=12215"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=12215"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}