{"id":15021,"date":"2019-01-31T11:38:56","date_gmt":"2019-01-31T11:38:56","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=3028"},"modified":"2019-01-31T11:38:56","modified_gmt":"2019-01-31T11:38:56","slug":"3-cach-don-gian-de-cai-thien-chat-luong-phan-hoi-khach-hang","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/3-cach-don-gian-de-cai-thien-chat-luong-phan-hoi-khach-hang\/","title":{"rendered":"3 C\u00e1ch \u0110\u01a1n Gi\u1ea3n \u0110\u1ec3 C\u1ea3i Thi\u1ec7n Ch\u1ea5t L\u01b0\u1ee3ng Ph\u1ea3n H\u1ed3i Kh\u00e1ch H\u00e0ng"},"content":{"rendered":"

Khi \u201cV\u0103n h\u00f3a kh\u00e1ch h\u00e0ng l\u00e0 trung t\u00e2m\u201d l\u00ean ng\u00f4i, \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c m\u1ecdi doanh nghi\u1ec7p c\u1ea7n n\u1ed7 l\u1ef1c h\u1ebft m\u00ecnh \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. V\u00ec l\u00fd do n\u00e0y, 72% c\u00e1c c\u00f4ng ty \u0111\u00e3 coi \u0111\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u c\u1ee7a h\u1ecd v\u00e0 63% \u0111\u00e3 \u0111\u1ea7u t\u01b0 c\u00f4ng ngh\u1ec7 \u0111\u1ec3 hi\u1ec7n th\u1ef1c h\u00f3a chi\u1ebfn l\u01b0\u1ee3c \u0111\u00f3. <\/span><\/p>\n

M\u1eb7c d\u00f9 c\u00f4ng ngh\u1ec7 ch\u1eafc ch\u1eafn l\u00e0 c\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 th\u1ef1c hi\u1ec7n thay \u0111\u1ed5i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Song c\u00e1ch duy nh\u1ea5t \u0111\u1ec3 bi\u1ebft c\u1ea7n thay \u0111\u1ed5i \u0111i\u1ec1u g\u00ec ch\u00ednh l\u00e0 thu th\u1eadp ph\u1ea3n h\u1ed3i th\u1ef1c s\u1ef1 ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0<\/span>V\u00ec suy cho c\u00f9ng, doanh nghi\u1ec7p s\u1ebd kh\u00f4ng th\u1ec3 thay \u0111\u1ed5i hi\u1ec7u qu\u1ea3 khi ch\u01b0a bi\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a m\u00ecnh n\u1eb1m \u1edf \u0111\u00e2u. V\u00e0 kh\u00e1ch h\u00e0ng s\u1ebd l\u00e0 nh\u1eefng ng\u01b0\u1eddi ch\u1ec9 ra \u0111i\u1ec1u \u0111\u00f3.<\/span><\/p>\n

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

Tuy nhi\u00ean, \u0111\u1ec3 doanh nghi\u1ec7p c\u00f3 nh\u1eefng ph\u1ea3n h\u1ed3i c\u00f3 gi\u00e1 tr\u1ecb t\u1eeb kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec1u kh\u00f4ng h\u1ec1 d\u1ec5 d\u00e0ng. <\/span>80% th\u1eddi gian c\u1ee7a c\u00e1c nh\u00e0 Market l\u00e0 t\u00ecm hi\u1ec3u insight c\u1ee7a kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c b\u00e1o c\u00e1o v\u00e0 d\u1eef li\u1ec7u. C\u00f3 th\u1ec3 kh\u1eb3ng \u0111\u1ecbnh r\u1eb1ng thu th\u1eadp ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng<\/a> \u0111\u01a1n thu\u1ea7n l\u00e0 kh\u00f4ng \u0111\u1ee7 m\u00e0 quan tr\u1ecdng \u1edf ch\u1ea5t l\u01b0\u1ee3ng d\u1eef li\u1ec7u v\u00e0 th\u00f4ng tin chi ti\u1ebft thu \u0111\u01b0\u1ee3c.<\/span><\/p>\n

V\u1eady l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng nh\u1eb1m c\u00f3 \u0111\u01b0\u1ee3c th\u00f4ng tin quan tr\u1ecdng v\u00e0 c\u1ea7n thi\u1ebft?<\/span><\/p>\n

Th\u1ef1c hi\u1ec7n kh\u1ea3o s\u00e1t ng\u1eafn t\u1ea1i c\u00e1c \u0111i\u1ec3m giao d\u1ecbch.<\/b><\/span><\/h2>\n

Xu h\u01b0\u1edbng tr\u1ea3i nghi\u1ec7m tr\u1ef1c ti\u1ebfp t\u1ea1i c\u1eeda h\u00e0ng, \u0111i\u1ec3m giao d\u1ecbch c\u1ee7a kh\u00e1ch h\u00e0ng \u0111ang b\u00f9ng n\u1ed5 gi\u00fap c\u00e1c th\u01b0\u01a1ng hi\u1ec7u m\u1edf r\u1ed9ng m\u1ea1nh m\u1ebd ph\u1ea1m vi c\u1ee7a h\u1ecd. H\u1ec7 th\u1ed1ng c\u1eeda h\u00e0ng c\u1ee7a t\u1ea5t c\u1ea3 l\u0129nh v\u1ef1c t\u1eeb nh\u00e0 h\u00e0ng \u0111\u1ebfn ng\u00e2n h\u00e0ng, c\u1eeda h\u00e0ng th\u1eddi trang\u2026 \u0111\u00e3 gi\u00fap cho vi\u1ec7c \u0111\u1ea7u t\u01b0 c\u00e1c h\u1ec7 th\u1ed1ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ph\u00e1t tri\u1ec3n m\u1ea1nh. Ti\u00eau bi\u1ec3u c\u00f3 th\u1ec3 k\u1ec3 \u0111\u1ebfn c\u00e1c \u0111i\u1ec3m giao d\u1ecbch ng\u00e2n h\u00e0ng l\u1edbn nh\u01b0 Vietcombank, BIDV, TP Bank, MB Bank\u2026 hay t\u1ea1i c\u00e1c \u0111i\u1ec3m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a c\u00e1c h\u00e3ng xe Mazda, Grab \u0111\u00e3 c\u00f3 nh\u1eefng kiosk x\u1ebfp h\u00e0ng th\u00f4ng minh hi\u1ec7n di\u1ec7n nh\u1eb1m gi\u00fap cho kh\u00e1ch h\u00e0ng thu\u1eadn ti\u1ec7n h\u01a1n trong vi\u1ec7c tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5.<\/span><\/p>\n

Nh\u1eefng \u0111\u1ecba \u0111i\u1ec3m n\u00e0y kh\u00f4ng ch\u1ec9 l\u00fd t\u01b0\u1edfng cho ho\u1ea1t \u0111\u1ed9ng ti\u1ebfp th\u1ecb m\u00e0 c\u00f2n gi\u00fap doanh nghi\u1ec7p c\u00f3 th\u1ec3 thu th\u1eadp, c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

T\u1ea1i c\u00e1c \u0111i\u1ec3m giao d\u1ecbch tr\u1ef1c ti\u1ebfp, h\u00e3y ch\u1eafc ch\u1eafn r\u1eb1ng \u0111\u1ed9i ng\u0169 Sale v\u00e0 Marketing c\u1ee7a b\u1ea1n t\u00edch c\u1ef1c t\u00ecm ki\u1ebfm c\u01a1 h\u1ed9i \u0111\u1ec3 trao \u0111\u1ed5i v\u1edbi kh\u00e1ch h\u00e0ng. H\u00e3y \u0111\u1eb7t c\u00e2u h\u1ecfi v\u00e0 ghi nh\u1eadn \u00fd ki\u1ebfn c\u1ee7a kh\u00e1ch h\u00e0ng. M\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng ng\u1eafn s\u1ebd ho\u00e0n to\u00e0n ph\u00f9 h\u1ee3p v\u00e0 d\u1ec5 d\u00e0ng th\u1ef1c hi\u1ec7n trong tr\u01b0\u1eddng h\u1ee3p n\u00e0y.<\/span><\/p>\n

H\u00e3y nh\u1edb r\u1eb1ng, \u0111\u00e2y l\u00e0 c\u01a1 h\u1ed9i \u0111\u1ec3 quan s\u00e1t kh\u00e1ch h\u00e0ng tr\u1ef1c ti\u1ebfp – \u0111i\u1ec1u m\u00e0 nhi\u1ec1u doanh nghi\u1ec7p kh\u00f4ng th\u1ec3 th\u1ef1c hi\u1ec7n \u0111\u01b0\u1ee3c khi tr\u1ef1c tuy\u1ebfn. T\u1eadn d\u1ee5ng t\u1ed1i \u0111a th\u1eddi gian giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 hi\u1ec3u h\u1ecd h\u01a1n v\u00e0 nh\u1edd \u0111\u00f3 vi\u1ec7c thu th\u1eadp ph\u1ea3n h\u1ed3i s\u1ebd trung th\u1ef1c & ch\u00ednh x\u00e1c h\u01a1n.<\/span><\/p>\n

\u0110\u1eebng ng\u1ea1i \u0111\u1eb7t c\u00e2u h\u1ecfi v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng ph\u1ea3n h\u1ed3i.<\/b><\/span><\/h2>\n

Kh\u00e1ch h\u00e0ng kh\u00f4ng bao gi\u1edd t\u1ef1 nhi\u00ean \u0111\u1ec3 l\u1ea1i ph\u1ea3n h\u1ed3i c\u1ee7a m\u00ecnh, d\u00f9 \u0111\u00f3 l\u00e0 t\u00edch c\u1ef1c hay ti\u00eau c\u1ef1c. V\u00ec th\u1ebf, vi\u1ec7c c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng ph\u1ea3n h\u1ed3i kh\u00f4ng ph\u1ea3i l\u00fac n\u00e0o c\u0169ng d\u1ec5 d\u00e0ng, \u0111\u1eb7c bi\u1ec7t v\u1edbi nh\u1eefng c\u00f4ng ty c\u00f3 t\u1eadp kh\u00e1ch h\u00e0ng h\u1ea1n ch\u1ebf.<\/span><\/p>\n

Gi\u1ea3i ph\u00e1p \u1edf \u0111\u00e2y s\u1ebd l\u00e0 thay v\u00ec \u0111\u1ec3 kh\u00e1ch h\u00e0ng t\u1ef1 \u0111\u1ec3 l\u1ea1i ph\u1ea3n h\u1ed3i, h\u00e3y \u0111\u1eb7t c\u00e2u h\u1ecfi tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng: Anh\/ch\u1ecb \u0111\u00e3 h\u00e0i l\u00f2ng v\u1edbi d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i? \u0110i\u1ec1u g\u00ec khi\u1ebfn anh\/ch\u1ecb kh\u00f4ng h\u00e0i l\u00f2ng?<\/span><\/p>\n

M\u1ed9t kh\u1ea3o s\u00e1t cho th\u1ea5y 68% kh\u00e1ch h\u00e0ng n\u00f3i r\u1eb1ng r\u1eb1ng h\u1ecd s\u1ebd \u0111\u1ec3 l\u1ea1i ph\u1ea3n h\u1ed3i n\u1ebfu \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u. Kh\u00f4ng c\u1ea7n nh\u1eefng c\u00e2u h\u1ecfi nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng ph\u1ee9c t\u1ea1p v\u00e0 d\u00e0i. Thay v\u00e0o \u0111\u00f3, m\u1ed9t cu\u1ed9c th\u0103m d\u00f2 \u00fd ki\u1ebfn tr\u00ean Instagram, kh\u1ea3o s\u00e1t email ng\u1eafn ho\u1eb7c y\u00eau c\u1ea7u x\u1ebfp h\u1ea1ng sao th\u00f4ng qua h\u1ec7 th\u1ed1ng \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn c\u00f3 th\u1ec3 s\u1ebd gi\u00fap doanh nghi\u1ec7p khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng \u0111\u1ec3 l\u1ea1i ph\u1ea3n h\u1ed3i h\u01a1n.<\/span><\/p>\n

L\u1eafng nghe kh\u00e1ch h\u00e0ng.<\/b><\/h3>\n

M\u1eb7c d\u00f9 doanh nghi\u1ec7p c\u1ea7n ch\u1ee7 \u0111\u1ed9ng tham gia v\u00e0o cu\u1ed9c giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec3 thu th\u1eadp ph\u1ea3n h\u1ed3i. Nh\u01b0ng \u0111\u00f4i khi \u0111\u1ec3 c\u00f3 nh\u1eefng ph\u1ea3n h\u1ed3i gi\u00e1 tr\u1ecb, \u0111\u1eb7c bi\u1ec7t l\u00e0 ti\u00eau c\u1ef1c, h\u00e3y \u201cl\u1eb7ng l\u1ebd\u201d quan s\u00e1t & l\u1eafng nghe kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. B\u00ean c\u1ea1nh \u0111\u00f3, h\u00e3y lu\u00f4n t\u00ecm hi\u1ec3u tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i ho\u1eb7c c\u00e1c di\u1ec5n \u0111\u00e0n li\u00ean quan \u0111\u1ebfn l\u0129nh v\u1ef1c c\u1ee7a b\u1ea1n xem kh\u00e1ch h\u00e0ng th\u01b0\u1eddng \u0111\u1ec1 c\u1eadp \u0111\u1ebfn nh\u1eefng ch\u1ee7 \u0111\u1ec1 n\u00e0o, c\u00e2u h\u1ecfi h\u1ecd hay \u0111\u01b0a ra l\u00e0 g\u00ec. Gi\u1ea3i ph\u00e1p Ph\u00e2n t\u00edch truy\u1ec1n th\u00f4ng (Social Listening) s\u1ebd l\u00e0 l\u1ef1a ch\u1ecdn l\u00fd t\u01b0\u1edfng gi\u00fap doanh nghi\u1ec7p th\u1ef1c hi\u1ec7n \u0111i\u1ec1u \u0111\u00f3. <\/span><\/p>\n

B\u1eb1ng vi\u1ec7c l\u1ecdc c\u00e1c tin nh\u1eafn, c\u00e1c d\u00f2ng tweet li\u00ean quan, doanh nghi\u1ec7p s\u1ebd c\u00f3 nh\u1eefng ph\u1ea3n h\u1ed3i ch\u00ednh x\u00e1c v\u1ec1 t\u00ecnh tr\u1ea1ng c\u1ee7a d\u1ecbch v\u1ee5, \u0111\u1ecbnh v\u1ecb th\u01b0\u01a1ng hi\u1ec7u trong l\u00f2ng kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. Qua \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u01b0a ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ph\u00e1t tri\u1ec3n \u0111\u00fang \u0111\u1eafn, hi\u1ec7u qu\u1ea3.<\/span><\/p>\n

\u0110\u1ec3 c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong>, \u0111i\u1ec1u c\u1ed1t l\u00f5i nh\u1ea5t l\u00e0 doanh nghi\u1ec7p ph\u1ea3i th\u1ef1c s\u1ef1 coi tr\u1ecdng v\u00e0 ch\u1ee7 \u0111\u1ed9ng t\u00edch c\u1ef1c trong vi\u1ec7c thu th\u1eadp & kh\u1ea3o s\u00e1t. V\u00ec c\u00e1ch duy nh\u1ea5t \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 bi\u1ebft kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n mu\u1ed1n g\u00ec, th\u00edch g\u00ec – kh\u00f4ng th\u00edch g\u00ec v\u00e0 \u0111\u00e1p \u1ee9ng nh\u1eefng \u0111i\u1ec1u \u0111\u00f3. <\/span><\/p>\n

Xem th\u00eam b\u00e0i vi\u1ebft: H\u00e3y coi tr\u1ecdng l\u1eddi ph\u00e0n n\u00e0n c\u1ee7a kh\u00e1ch h\u00e0ng<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Khi \u201cV\u0103n h\u00f3a kh\u00e1ch h\u00e0ng l\u00e0 trung t\u00e2m\u201d l\u00ean ng\u00f4i, \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c m\u1ecdi doanh nghi\u1ec7p c\u1ea7n n\u1ed7 l\u1ef1c h\u1ebft m\u00ecnh \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. V\u00ec l\u00fd do n\u00e0y, 72% c\u00e1c c\u00f4ng ty \u0111\u00e3 coi \u0111\u1ed5i m\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u c\u1ee7a h\u1ecd v\u00e0 63% […]\n","protected":false},"author":1,"featured_media":13024,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[167],"tags":[205],"class_list":["post-15021","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-he-thong-khao-sat-va-phan-hoi","tag-khao-sat-va-phan-hoi"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2019\/01\/cai-thien-chat-luong-phan-hoi-khach-hang-1-scaled-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/15021"}],"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=15021"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/15021\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/13024"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=15021"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=15021"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=15021"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}