{"id":3201,"date":"2019-03-27T09:22:39","date_gmt":"2019-03-27T09:22:39","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=3201"},"modified":"2019-03-27T09:22:39","modified_gmt":"2019-03-27T09:22:39","slug":"lam-the-nao-de-tang-cuong-quan-ly-trai-nghiem-khach-hang","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/lam-the-nao-de-tang-cuong-quan-ly-trai-nghiem-khach-hang\/","title":{"rendered":"L\u00e0m Th\u1ebf N\u00e0o \u0110\u1ec3 T\u0103ng C\u01b0\u1eddng Qu\u1ea3n L\u00fd Tr\u1ea3i Nghi\u1ec7m Kh\u00e1ch H\u00e0ng?"},"content":{"rendered":"

Ng\u00e0y nay, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u c\u1ee7a nhi\u1ec1u doanh nghi\u1ec7p. Nhi\u1ec1u chuy\u00ean gia nh\u1eadn \u0111\u1ecbnh r\u1eb1ng, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd l\u00e0 <\/span>\u0111i\u1ec3m kh\u00e1c bi\u1ec7t quan tr\u1ecdng nh\u1ea5t<\/i><\/b> gi\u1eefa c\u00e1c th\u01b0\u01a1ng hi\u1ec7u, v\u01b0\u1ee3t qua gi\u00e1 c\u1ea3 v\u00e0 s\u1ea3n ph\u1ea9m. 5 b\u01b0\u1edbc d\u01b0\u1edbi \u0111\u00e2y s\u1ebd gi\u00fap doanh nghi\u1ec7p t\u0103ng c\u01b0\u1eddng qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a>, t\u1ea1o l\u1ee3i th\u1ebf c\u1ea1nh tranh v\u01b0\u1ee3t tr\u1ed9i so v\u1edbi \u0111\u1ed1i th\u1ee7.<\/span><\/p>\n

\"t\u0103ng<\/p>\n

X\u00e1c \u0111\u1ecbnh kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau.<\/b><\/h4>\n

X\u00e1c \u0111\u1ecbnh kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau s\u1ebd l\u00e0 b\u01b0\u1edbc quan tr\u1ecdng \u0111\u1ea7u ti\u00ean trong vi\u1ec7c t\u0103ng c\u01b0\u1eddng qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, b\u1edfi h\u1ecd ch\u00ednh l\u00e0 \u0111\u00edch \u0111\u1ebfn c\u1ee7a m\u1ecdi chi\u1ebfn d\u1ecbch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 thi\u1ebft k\u1ebf tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n.<\/span><\/p>\n

B\u1eb1ng c\u00e1c ngu\u1ed3n d\u1eef li\u1ec7u t\u1eeb nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng, \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh\u2026 doanh nghi\u1ec7p c\u1ea7n x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau c\u1ee7a m\u00ecnh l\u00e0 ai? H\u1ecd c\u1ea7n \u0111i\u1ec1u g\u00ec? B\u1ea1n c\u00f3 th\u1ec3 \u0111em l\u1ea1i \u0111i\u1ec1u g\u00ec cho h\u1ecd? T\u1eeb c\u01a1 s\u1edf \u0111\u00f3, c\u00e1c chi\u1ebfn d\u1ecbch truy\u1ec1n th\u00f4ng c\u1ee7a doanh nghi\u1ec7p s\u1ebd \u0111i \u0111\u00fang h\u01b0\u1edbng v\u00e0 \u0111\u00fang \u0111\u1ed1i t\u01b0\u1ee3ng h\u01a1n.<\/span><\/p>\n

T\u00ecm hi\u1ec3u h\u00e0nh vi kh\u00e1ch h\u00e0ng.<\/b><\/h4>\n

\u0110\u1ec3 t\u0103ng c\u01b0\u1eddng qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u1ea7n t\u00ecm hi\u1ec3u v\u00e0 n\u1eafm b\u1eaft h\u00e0nh vi c\u1ee7a h\u1ecd. M\u1ea1ng x\u00e3 h\u1ed9i, \u0111i\u1ec7n tho\u1ea1i, c\u1ed5ng th\u00f4ng tin hay tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp\u2026 s\u1ebd l\u00e0 nh\u1eefng k\u00eanh giao ti\u1ebfp ph\u00f9 h\u1ee3p gi\u00fap doanh nghi\u1ec7p ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3. <\/span><\/p>\n

Nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng lu\u00f4n bi\u1ebfn thi\u00ean b\u1edfi s\u1ef1 t\u00e1c \u0111\u1ed9ng c\u1ee7a nhi\u1ec1u y\u1ebfu t\u1ed1. L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 doanh nghi\u1ec7p c\u00f3 th\u1ec3 bi\u1ebft kh\u00e1ch h\u00e0ng mu\u1ed1n g\u00ec? C\u00e1ch t\u1ed1t nh\u1ea5t l\u00e0 h\u00e3y l\u1eafng nghe h\u1ecd. Th\u0103m d\u00f2 \u00fd ki\u1ebfn, nghi\u00ean c\u1ee9u th\u00f3i quen, theo d\u00f5i v\u00e0 thu th\u1eadp nh\u1eefng \u0111\u00f3ng g\u00f3p c\u1ee7a kh\u00e1ch h\u00e0ng tr\u00ean c\u00e1c k\u00eanh truy\u1ec1n th\u00f4ng . Xem h\u1ecd mu\u1ed1n, y\u00eau th\u00edch v\u00e0 c\u1ea7n thi\u1ebft \u0111i\u1ec1u g\u00ec\u2026 \u0111\u1ec3 \u0111\u01b0a ra c\u00e1c gi\u1ea3i ph\u00e1p hi\u1ec7u qu\u1ea3 cho m\u1ed1i quan t\u00e2m \u0111\u00f3. Theo th\u1ed1ng k\u00ea, t\u1ea1i M\u1ef9, h\u01a1n 63% ng\u01b0\u1eddi d\u00f9ng s\u1eed d\u1ee5ng Smartphone \u00edt nh\u1ea5t v\u00e0i l\u1ea7n m\u1ed7i th\u00e1ng \u0111\u1ec3 t\u00ecm ki\u1ebfm h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u \u0111\u00f3 ch\u1ee9ng minh r\u1eb1ng ch\u00ednh kh\u00e1ch h\u00e0ng c\u0169ng mong mu\u1ed1n nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 h\u1ed7 tr\u1ee3 v\u00e0 \u0111\u00e1p \u1ee9ng t\u1eeb ph\u00eda doanh nghi\u1ec7p. <\/span><\/p>\n

\u0110\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u00ean \u0111a k\u00eanh.<\/b><\/span><\/h2>\n

Ho\u1ea1t \u0111\u1ed9ng ti\u1ebfp th\u1ecb hi\u1ec7n nay kh\u00f4ng ch\u1ec9 \u1edf nh\u1eefng c\u1eeda h\u00e0ng truy\u1ec1n th\u1ed1ng m\u00e0 c\u00f2n di\u1ec5n ra tr\u00ean nhi\u1ec1u k\u00eanh nh\u01b0 m\u1ea1ng x\u00e3 h\u1ed9i, email, \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng, truy\u1ec1n h\u00ecnh, Digital Signage… Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u00e0 c\u00f3 nh\u1eefng tr\u1ea3i nghi\u1ec7m v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a doanh nghi\u1ec7p tr\u00ean nhi\u1ec1u k\u00eanh kh\u00e1c nhau.<\/span><\/p>\n

V\u00ec th\u1ebf, thi\u1ebft l\u1eadp m\u1ed9t quy tr\u00ecnh tr\u1ea3i nghi\u1ec7m ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 th\u1ed1ng nh\u1ea5t tr\u00ean m\u1ecdi k\u00eanh l\u00e0 \u0111i\u1ec1u r\u1ea5t quan tr\u1ecdng. Ch\u00fang s\u1ebd \u0111\u1ea3m b\u1ea3o r\u1eb1ng kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u01b0\u1ee3c ph\u1ee5c v\u1ee5 t\u1ed1t v\u00e0 c\u00f3 nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u1ed3ng b\u1ed9 tr\u00ean \u0111a k\u00eanh. \u0110\u00f3 l\u00e0 n\u1ec1n t\u1ea3ng quan tr\u1ecdng gi\u00fap cho vi\u1ec7c qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m giao d\u1ecbch kh\u00e1ch h\u00e0ng (CETM) v\u00e0 Qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM) c\u1ee7a doanh nghi\u1ec7p tr\u1edf n\u00ean chuy\u00ean nghi\u1ec7p v\u00e0 ho\u00e0n thi\u1ec7n h\u01a1n.<\/span><\/p>\n

C\u00e1 nh\u00e2n h\u00f3a h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. <\/b><\/span><\/h3>\n

Sau khi \u0111\u00e3 hi\u1ec3u bi\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u1ed3ng b\u1ed9 h\u00f3a tr\u1ea3i nghi\u1ec7m, \u0111i\u1ec1u quan tr\u1ecdng ti\u1ebfp theo l\u00e0 c\u00e1 nh\u00e2n ho\u00e1 h\u00e0nh tr\u00ecnh giao d\u1ecbch. Doanh nghi\u1ec7p c\u1ea7n t\u1ea1o h\u00e0nh tr\u00ecnh giao d\u1ecbch 1:1 d\u1ef1a tr\u00ean vi\u1ec7c nh\u1edb t\u00ean, l\u01b0u l\u1ea1i l\u1ecbch s\u1eed giao d\u1ecbch, s\u1edf th\u00edch, h\u00e0nh vi\u2026 c\u1ee7a kh\u00e1ch h\u00e0ng nh\u1eb1m thi\u1ebft k\u1ebf nh\u1eefng tr\u1ea3i nghi\u1ec7m mang t\u00ednh c\u00e1 nh\u00e2n. \u0110i\u1ec1u n\u00e0y s\u1ebd gi\u00fap doanh nghi\u1ec7p d\u1ec5 d\u00e0ng h\u01a1n trong vi\u1ec7c qu\u1ea3n l\u00fd v\u00e0 x\u1eed l\u00fd kh\u1ee7ng ho\u1ea3ng giao d\u1ecbch v\u1edbi kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

Kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng th\u00f4ng th\u00e1i v\u00e0 c\u00f3 nhi\u1ec1u s\u1ef1 l\u1ef1a ch\u1ecdn h\u01a1n bao gi\u1edd h\u1ebft. N\u1ebfu kh\u00f4ng c\u00e1 nh\u00e2n h\u00f3a h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m, doanh nghi\u1ec7p s\u1ebd kh\u00f4ng th\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng c\u01b0\u1eddng s\u1ef1 trung th\u00e0nh v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh. V\u00ec th\u1ebf, h\u00e3y \u0111\u1ed1i x\u1eed v\u1edbi h\u1ecd nh\u01b0 c\u00e1c c\u00e1 nh\u00e2n c\u1ee5 th\u1ec3 v\u00e0 ri\u00eang bi\u1ec7t ch\u1ee9 kh\u00f4ng ph\u1ea3i l\u00e0 nh\u1eefng con s\u1ed1 bi\u1ebft \u0111i.<\/span><\/p>\n

S\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 v\u00e0o vi\u1ec7c t\u0103ng c\u01b0\u1eddng qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/b><\/span><\/h2>\n

Cu\u1ed9c c\u00e1ch m\u1ea1ng c\u00f4ng nghi\u1ec7p 4.0 \u0111\u00e3 mang \u0111\u1ebfn c\u01a1 h\u1ed9i cho c\u00f4ng ngh\u1ec7 \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng r\u1ed9ng r\u00e3i \u0111\u1ebfn t\u1ea5t c\u1ea3 c\u00e1c l\u0129nh v\u1ef1c \u0111\u1eddi s\u1ed1ng. Qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u0169ng kh\u00f4ng ngo\u1ea1i l\u1ec7. <\/span><\/p>\n

C\u00f4ng ngh\u1ec7 sinh tr\u1eafc h\u1ecdc, t\u1ef1 \u0111\u1ed9ng h\u00f3a, tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o\u2026 t\u1ea5t c\u1ea3 s\u1ebd gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. C\u00f4ng ngh\u1ec7 s\u1ebd gi\u00fap vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean chuy\u00ean nghi\u1ec7p v\u00e0 d\u1ec5 d\u00e0ng qu\u1ea3n l\u00fd h\u01a1n, h\u1ea1n ch\u1ebf t\u1ed1i \u0111a nh\u1eefng r\u1ee7i ro xu\u1ea5t ph\u00e1t t\u1eeb con ng\u01b0\u1eddi. \u0110\u00f3 l\u00e0 l\u00fd do m\u00e0 hi\u1ec7n nay y\u1ebfu t\u1ed1 c\u00f4ng ngh\u1ec7 \u0111ang r\u1ea5t nhi\u1ec1u c\u00e1c t\u1ed5 ch\u1ee9c t\u00e0i ch\u00ednh, ng\u00e2n h\u00e0ng, doanh nghi\u1ec7p b\u00e1n l\u1ebb l\u1edbn coi tr\u1ecdng v\u00e0 \u1ee9ng d\u1ee5ng r\u1ed9ng r\u00e3i v\u00e0o qu\u00e1 tr\u00ecnh giao d\u1ecbch v\u1edbi kh\u00e1ch h\u00e0ng. C\u00f3 th\u1ec3 k\u1ec3 \u0111\u1ebfn nh\u01b0 \u1ee8ng d\u1ee5ng di \u0111\u1ed9ng, \u0110\u1eb7t ch\u1ed7 tr\u1ef1c tuy\u1ebfn, h\u1ec7 th\u1ed1ng l\u1ea5y s\u1ed1 t\u1ef1 \u0111\u1ed9ng<\/a>, Nh\u1eadn di\u1ec7n kh\u00e1ch h\u00e0ng, Digital Signage, Ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng<\/a>, Kiosk t\u1ef1 ph\u1ee5c v\u1ee5, Ph\u00e2n t\u00edch truy\u1ec1n th\u00f4ng, Ph\u00e2n t\u00edch kinh doanh, Wifi Marketing…<\/span><\/p>\n

Qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m t\u1ed1t s\u1ebd l\u00e0 ch\u00eca kh\u00f3a mang \u0111\u1ebfn c\u01a1 h\u1ed9i cho doanh nghi\u1ec7p n\u00e2ng cao uy t\u00edn, s\u1ef1 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a m\u00ecnh. M\u00e0 \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3 \u0111\u00f2i h\u1ecfi doanh nghi\u1ec7p c\u1ea7n n\u1eafm b\u1eaft v\u00e0 c\u1ea3i thi\u1ec7n vi\u1ec7c t\u00ecm hi\u1ec3u r\u00f5 kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau, c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m v\u00e0 \u1ee9ng d\u1ee5ng c\u00f4ng ngh\u1ec7. V\u1edbi 5 b\u01b0\u1edbc n\u00eau tr\u00ean, hy v\u1ecdng m\u1ed7i doanh nghi\u1ec7p s\u1ebd t\u1ef1 t\u00ecm ra cho m\u00ecnh nh\u1eefng ph\u01b0\u01a1ng th\u1ee9c ph\u00f9 h\u1ee3p \u0111\u1ec3 t\u0103ng c\u01b0\u1eddng qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, gia t\u0103ng t\u1ed1i \u0111a doanh thu v\u00e0 n\u00e2ng cao uy t\u00edn th\u01b0\u01a1ng hi\u1ec7u.<\/span><\/p>\n

T\u00ecm hi\u1ec3u th\u00eam: Wifi Marketing mang \u0111\u1ebfn \u0111i\u1ec1u g\u00ec cho c\u00e1c doanh nghi\u1ec7p<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Ng\u00e0y nay, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u c\u1ee7a nhi\u1ec1u doanh nghi\u1ec7p. Nhi\u1ec1u chuy\u00ean gia nh\u1eadn \u0111\u1ecbnh r\u1eb1ng, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd l\u00e0 \u0111i\u1ec3m kh\u00e1c bi\u1ec7t quan tr\u1ecdng nh\u1ea5t gi\u1eefa c\u00e1c th\u01b0\u01a1ng hi\u1ec7u, v\u01b0\u1ee3t qua gi\u00e1 c\u1ea3 v\u00e0 s\u1ea3n ph\u1ea9m. 5 b\u01b0\u1edbc d\u01b0\u1edbi \u0111\u00e2y s\u1ebd gi\u00fap doanh nghi\u1ec7p […]\n","protected":false},"author":1,"featured_media":3202,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[11],"tags":[224,232],"class_list":["post-3201","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-trai-nghiem-khach-hang","tag-quan-ly-trai-nghiem-khach-hang","tag-trai-nghiem-khach-hang"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2019\/03\/tang-cuong-quan-ly-trai-nghiem-khach-hang-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/3201"}],"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=3201"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/3201\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/3202"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=3201"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=3201"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=3201"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}