{"id":15020,"date":"2019-01-31T09:43:17","date_gmt":"2019-01-31T09:43:17","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=3020"},"modified":"2019-01-31T09:43:17","modified_gmt":"2019-01-31T09:43:17","slug":"hay-coi-trong-loi-phan-nan-cua-khach-hang","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/hay-coi-trong-loi-phan-nan-cua-khach-hang\/","title":{"rendered":"H\u00e3y Coi Tr\u1ecdng L\u1eddi Ph\u00e0n N\u00e0n C\u1ee7a Kh\u00e1ch H\u00e0ng"},"content":{"rendered":"

Th\u1ed1ng k\u00ea c\u1ee7a Social Media Link v\u00e0 AdWeek cho th\u1ea5y 80% kh\u00e1ch h\u00e0ng s\u1ebd mu\u1ed1n mua h\u00e0ng h\u01a1n khi h\u1ecd th\u1ea5y c\u00e1c \u0111\u00e1nh gi\u00e1 t\u00edch c\u1ef1c tr\u00ean trang Facebook c\u1ee7a doanh nghi\u1ec7p. \u0110i\u1ec1u \u0111\u00f3 \u0111\u1ed3ng ngh\u0129a v\u1edbi nh\u1eefng ph\u1ea3n h\u1ed3i t\u00edch c\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 gi\u00e1 tr\u1ecb r\u1ea5t l\u1edbn v\u1edbi doanh nghi\u1ec7p. V\u1eady c\u00f2n nh\u1eefng l\u1eddi ph\u00e0n n\u00e0n hay ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c th\u00ec sao?<\/span><\/p>\n

\u0110\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p, m\u1ed1i \u0111e d\u1ecda t\u1eeb nh\u1eefng l\u1eddi ph\u00e0n n\u00e0n c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 th\u1ef1c s\u1ef1 \u0111\u00e1ng quan t\u00e2m h\u01a1n nh\u1eefng ph\u1ea3n h\u1ed3i t\u00edch c\u1ef1c. C\u00f4ng ngh\u1ec7 di \u0111\u1ed9ng v\u00e0 m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u00e3 trao cho kh\u00e1ch h\u00e0ng \u2013 \u0111\u1eb7c bi\u1ec7t nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng ti\u1ebfng n\u00f3i m\u1ea1nh m\u1ebd h\u01a1n bao gi\u1edd h\u1ebft.<\/span><\/p>\n

V\u1edbi m\u1ea1ng x\u00e3 h\u1ed9i, nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng, th\u1eadm ch\u00ed b\u1ea5t m\u00e3n v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p c\u00f3 th\u1ec3 kh\u01a1i d\u1eady nh\u1eefng cu\u1ed9c ph\u1ea3n \u0111\u1ed1i, \u201ct\u1ea9y chay\u201d lan r\u1ed9ng l\u00e0m t\u1ed5n h\u1ea1i danh ti\u1ebfng, \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn doanh s\u1ed1 v\u00e0 doanh thu c\u1ee7a c\u00f4ng ty.<\/span><\/p>\n

V\u1ee5 b\u00ea b\u1ed1i g\u1ea7n \u0111\u00e2y nh\u1ea5t c\u1ee7a H\u00e3ng h\u00e0ng kh\u00f4ng M\u1ef9 United Airlines \u0111\u00e3 cho th\u1ea5y s\u1ee9c m\u1ea1nh \u201cgh\u00ea g\u1edbm\u201d c\u1ee7a m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ed1i v\u1edbi danh ti\u1ebfng c\u1ee7a m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u. Truy\u1ec1n th\u00f4ng chia s\u1ebb nhau video ghi l\u1ea1i h\u00ecnh \u1ea3nh ba nh\u00e2n vi\u00ean an ninh s\u1eed d\u1ee5ng v\u0169 l\u1ef1c \u0111\u1ec3 \u00e9p bu\u1ed9c th\u00f4 b\u1ea1o m\u1ed9t b\u00e1c s\u0129 g\u1ed1c Vi\u1ec7t 69 tu\u1ed5i kh\u1ecfi chi\u1ebfc gh\u1ebf \u00f4ng \u0111\u00e3 mua c\u1ee7a United Airlines v\u1edbi l\u00fd do \u201cnh\u01b0\u1eddng gh\u1ebf cho nh\u00e2n vi\u00ean h\u00e3ng\u201d. C\u00e1ch x\u1eed l\u00fd kh\u1ee7ng ho\u1ea3ng kh\u00f4ng t\u1ed1t c\u1ee7a h\u00e3ng n\u00e0y sau \u0111\u00f3 kh\u00f4ng nh\u1eefng \u0111\u00e3 khi\u1ebfn danh ti\u1ebfng l\u00e2u \u0111\u1eddi c\u1ee7a United Airlines b\u1ecb \u1ea3nh h\u01b0\u1edfng nghi\u00eam tr\u1ecdng m\u00e0 c\u00f2n khi\u1ebfn c\u1ed5 phi\u1ebfu h\u00e3ng n\u00e0y r\u1edbt g\u1ea7n 5% v\u00e0 m\u1ea5t h\u01a1n 1 t\u1ef7 USD ch\u1ec9 trong v\u00e0i ti\u1ebfng \u0111\u1ed3ng h\u1ed3.<\/span><\/p>\n

V\u1edbi c\u00e1i gi\u00e1 qu\u00e1 cao \u0111\u1ebfn t\u1eeb s\u1ef1 kh\u00f4ng h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u1ea7n th\u1ef1c s\u1ef1 nghi\u00eam t\u00fac trong vi\u1ec7c l\u00ean nh\u1eefng k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng \u1ee9ng ph\u00f3 hi\u1ec7u qu\u1ea3 v\u1edbi nh\u1eefng kh\u1ee7ng ho\u1ea3ng c\u00f3 th\u1ec3 x\u1ea3y ra b\u1ea5t c\u1ee9 l\u00fac n\u00e0o. Th\u1eadm ch\u00ed, doanh nghi\u1ec7p c\u00f2n c\u1ea7n ph\u1ea3i t\u00ecm ra c\u00e1ch bi\u1ebfn s\u1ef1 gi\u1eadn d\u1eef c\u1ee7a kh\u00e1ch h\u00e0ng th\u00e0nh \u0111i\u1ec1u c\u00f3 l\u1ee3i cho doanh nghi\u1ec7p. <\/span><\/p>\n

Jay Baer, t\u00e1c gi\u1ea3 c\u1ee7a \u201cHug Your Haters: How to Minimize the Impact of Angry Customers\u201d (t\u1ea1m d\u1ecbch: H\u00e3y y\u00eau ng\u01b0\u1eddi gh\u00e9t b\u1ea1n: L\u00e0m c\u00e1ch n\u00e0o \u0111\u1ec3 gi\u1ea3m thi\u1ec3u t\u00e1c h\u1ea1i c\u1ee7a nh\u1eefng kh\u00e1ch h\u00e0ng \u0111ang gi\u1eadn d\u1eef) v\u00e0 Tyler Douglas, Gi\u00e1m \u0111\u1ed1c ti\u1ebfp th\u1ecb c\u1ee7a Vision Critical \u2013 m\u1ed9t c\u00f4ng ty chuy\u00ean v\u1ec1 ph\u1ea7n m\u1ec1m t\u00ecnh b\u00e1o kh\u00e1ch h\u00e0ng \u0111\u00e3 chia s\u1ebb nh\u1eefng c\u00e1ch m\u00e0 m\u1ed9t doanh nghi\u1ec7p c\u00f3 th\u1ec3 h\u1ecdc \u0111\u01b0\u1ee3c t\u1eeb nh\u1eefng ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c t\u1eeb kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

Nh\u1eadn bi\u1ebft t\u1ea7m quan tr\u1ecdng t\u1eeb nh\u1eefng l\u1eddi ph\u00e0n n\u00e0n c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/h2>\n

Kh\u00f4ng gi\u1ed1ng v\u1edbi c\u00e1c kh\u00e1ch h\u00e0ng th\u1edd \u01a1, nh\u1eefng ng\u01b0\u1eddi ph\u00e0n n\u00e0n, ng\u01b0\u1eddi gh\u00e9t b\u1ea1n \u00edt nh\u1ea5t \u0111\u00e3 d\u00e0nh th\u1eddi gian \u0111\u1ec3 ph\u1ea3n h\u1ed3i. \u0110\u00f3 ch\u00ednh l\u00e0 c\u00e1ch ph\u00e1t hi\u1ec7n s\u1edbm nh\u1ea5t c\u00e1c v\u1ea5n \u0111\u1ec1 cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. Nh\u1eefng l\u1eddi ph\u00e0n n\u00e0n s\u1ebd cho b\u1ea1n bi\u1ebft doanh nghi\u1ec7p c\u1ea7n c\u1ea3i thi\u1ec7n \u0111i\u1ec1u g\u00ec.<\/span><\/p>\n

H\u1ed3i \u0111\u00e1p ngay nh\u1eefng l\u1eddi ph\u00e0n n\u00e0n c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/h2>\n

Doanh nghi\u1ec7p c\u1ea7n xem m\u1ecdi l\u1eddi ph\u00e0n n\u00e0n nh\u01b0 c\u01a1 h\u1ed9i \u0111\u1ec3 t\u1ea1o n\u00ean tr\u1ea3i nghi\u1ec7m s\u00e2u s\u1eafc h\u01a1n v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u, thay v\u00ec ch\u1ec9 coi \u0111\u00e2y l\u00e0 m\u1ed9t kh\u1ee7ng ho\u1ea3ng c\u1ea7n ph\u1ea3i x\u1eed l\u00fd \u0111\u01a1n thu\u1ea7n. Khi tr\u1ea3 l\u1eddi t\u1ea5t c\u1ea3 nh\u1eefng ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c \u1edf m\u1ecdi k\u00eanh, m\u1ecdi l\u00fac, doanh nghi\u1ec7p s\u1ebd gi\u1eef v\u1eefng v\u00e0 b\u1ed3i \u0111\u1eafp \u0111\u01b0\u1ee3c nhi\u1ec1u gi\u00e1 tr\u1ecb h\u01a1n n\u1eefa cho th\u01b0\u01a1ng hi\u1ec7u. H\u00e3y \u0111\u00f3n nh\u1eadn t\u00edch c\u1ef1c nh\u1eefng l\u1eddi ph\u00e0n n\u00e0n v\u00e0 b\u1ea1n s\u1ebd gi\u1eef ch\u00e2n \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng trung th\u00e0nh.<\/span><\/p>\n

H\u00e3y xem nh\u1eefng l\u1eddi ph\u00e0n n\u00e0n nh\u01b0 m\u1ed9t ch\u1ea5t x\u00fac t\u00e1c cho c\u00e1c thay \u0111\u1ed5i t\u00edch c\u1ef1c<\/b><\/h2>\n

L\u1eafng nghe, gi\u1ea3i quy\u1ebft ph\u00e0n n\u00e0n c\u1ee7a kh\u00e1ch h\u00e0ng c\u0169ng l\u00e0 m\u1ed9t c\u01a1 h\u1ed9i gi\u00fap doanh nghi\u1ec7p th\u00fac \u0111\u1ea9y \u0111\u1ec3 thay \u0111\u1ed5i t\u00edch c\u1ef1c. Doanh nghi\u1ec7p n\u00e0o n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c c\u01a1 h\u1ed9i n\u00e0y s\u1ebd c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n m\u1ed1i quan h\u1ec7 c\u1ee7a h\u1ecd v\u1edbi kh\u00e1ch h\u00e0ng. \u0110\u1ed3ng th\u1eddi, qua \u0111\u00f3, doanh nghi\u1ec7p s\u1ebd nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i c\u00f3 gi\u00e1 tr\u1ecb \u0111\u1ec3 th\u1ef1c hi\u1ec7n nh\u1eefng c\u1ea3i c\u00e1ch h\u1ee3p l\u00fd m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c v\u00e0 nhanh ch\u00f3ng nh\u1ea5t. <\/span><\/p>\n

\u00d4ng Tyler Douglas, Gi\u00e1m \u0111\u1ed1c ti\u1ebfp th\u1ecb c\u1ee7a Vision Critical – m\u1ed9t c\u00f4ng ty chuy\u00ean v\u1ec1 ph\u1ea7n m\u1ec1m nghi\u00ean c\u1ee9u kh\u00e1ch h\u00e0ng chia s\u1ebb: \u201c\u0110\u00f4i khi, nh\u1eefng kh\u00e1ch h\u00e0ng gi\u1eadn d\u1eef nh\u1ea5t l\u00e0 nh\u1eefng ng\u01b0\u1eddi y\u00eau b\u1ea1n nh\u1ea5t. Doanh nghi\u1ec7p c\u1ea7n hi\u1ec3u kh\u00e1ch h\u00e0ng \u0111ang b\u1ee9c x\u00fac v\u1edbi \u0111i\u1ec1u g\u00ec \u0111\u1ec3 \u0111\u1ecbnh v\u1ecb t\u1ed1t h\u01a1n khi ph\u1ea3n \u1ee9ng tr\u01b0\u1edbc c\u00e1c kh\u1ee7ng ho\u1ea3ng truy\u1ec1n th\u00f4ng\u201d. <\/span><\/p>\n

Hi\u1ec3u s\u00e2u h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng <\/b><\/h2>\n

Ch\u1ee7 \u0111\u1ed9ng n\u1eafm b\u1eaft \u0111\u1ec3 h\u1ea1n ch\u1ebf t\u1ed1i \u0111a sai s\u00f3t l\u00e0 c\u00e1ch gi\u00fap doanh nghi\u1ec7p tr\u00e1nh \u0111\u01b0\u1ee3c nh\u1eefng ph\u00e0n n\u00e0n c\u1ee7a kh\u00e1ch h\u00e0ng ngay t\u1eeb \u0111\u1ea7u. \u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3, doanh nghi\u1ec7p c\u1ea7n th\u1ea5u hi\u1ec3u h\u1ecd. Ngo\u00e0i ra, trong th\u1eddi \u0111\u1ea1i c\u00f4ng ngh\u1ec7 4.0, s\u1ed1 li\u1ec7u \u0111o l\u01b0\u1eddng tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i v\u00e0 d\u1eef li\u1ec7u l\u1edbn (Big data) c\u0169ng s\u1ebd l\u00e0 k\u00eanh h\u1eefu \u00edch gi\u00fap doanh nghi\u1ec7p hi\u1ec3u t\u1ed1t h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. <\/span><\/p>\n

Suy cho c\u00f9ng, c\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 doanh nghi\u1ec7p gi\u1ea3i quy\u1ebft kh\u1ee7ng ho\u1ea3ng l\u00e0 c\u1ea7n nh\u00ecn nh\u1eadn \u0111\u00fang m\u1ee9c nh\u1eefng ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a>, \u0111\u1eb7c bi\u1ec7t l\u00e0 nh\u1eefng l\u1eddi ph\u00e0n n\u00e0n. \u0110\u00f3 l\u00e0 nh\u1eefng th\u00f4ng tin h\u1ebft s\u1ee9c gi\u00e1 tr\u1ecb & qu\u00fd b\u00e1u \u0111\u00f3ng g\u00f3p quan tr\u1ecdng cho s\u1ef1 ph\u00e1t tri\u1ec3n l\u00e2u b\u1ec1n c\u1ee7a m\u1ecdi doanh nghi\u1ec7p.<\/span><\/p>\n

Xem th\u00eam b\u00e0i vi\u1ebft: Nh\u1eefng xu h\u01b0\u1edbng digital signage n\u1ed5i b\u1eadt s\u1ebd “l\u00ean ng\u00f4i” trong n\u0103m 2019<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Th\u1ed1ng k\u00ea c\u1ee7a Social Media Link v\u00e0 AdWeek cho th\u1ea5y 80% kh\u00e1ch h\u00e0ng s\u1ebd mu\u1ed1n mua h\u00e0ng h\u01a1n khi h\u1ecd th\u1ea5y c\u00e1c \u0111\u00e1nh gi\u00e1 t\u00edch c\u1ef1c tr\u00ean trang Facebook c\u1ee7a doanh nghi\u1ec7p. \u0110i\u1ec1u \u0111\u00f3 \u0111\u1ed3ng ngh\u0129a v\u1edbi nh\u1eefng ph\u1ea3n h\u1ed3i t\u00edch c\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 gi\u00e1 tr\u1ecb r\u1ea5t l\u1edbn v\u1edbi doanh nghi\u1ec7p. V\u1eady […]\n","protected":false},"author":1,"featured_media":13023,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[167],"tags":[],"class_list":["post-15020","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-he-thong-khao-sat-va-phan-hoi"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2019\/01\/coi-trong-loi-phan-nan-cua-khach-hang-1-1.png","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/15020"}],"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=15020"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/15020\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/13023"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=15020"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=15020"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=15020"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}