{"id":3956,"date":"2019-11-19T09:42:53","date_gmt":"2019-11-19T09:42:53","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=3956"},"modified":"2019-11-19T09:42:53","modified_gmt":"2019-11-19T09:42:53","slug":"ban-do-hanh-trinh-khach-hang-giup-cai-thien-trai-nghiem-nguoi-dung-nhu-the-nao","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/ban-do-hanh-trinh-khach-hang-giup-cai-thien-trai-nghiem-nguoi-dung-nhu-the-nao\/","title":{"rendered":"B\u1ea3n \u0110\u1ed3 H\u00e0nh Tr\u00ecnh Kh\u00e1ch H\u00e0ng Gi\u00fap C\u1ea3i Thi\u1ec7n Tr\u1ea3i Nghi\u1ec7m Ng\u01b0\u1eddi D\u00f9ng Nh\u01b0 Th\u1ebf N\u00e0o?"},"content":{"rendered":"

\u0110\u1ec3 ph\u00e1t tri\u1ec3n m\u1ed9t doanh nghi\u1ec7p th\u00e0nh c\u00f4ng \u0111\u00f2i h\u1ecfi ph\u1ea3i c\u00f3 s\u1ef1 am hi\u1ec3u s\u00e2u s\u1eafc v\u1ec1 \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau. Ngo\u00e0i s\u1ef1 hi\u1ec3u bi\u1ebft c\u01a1 b\u1ea3n v\u1ec1 nh\u00e2n kh\u1ea9u h\u1ecdc, b\u1ea1n c\u0169ng c\u1ea7n ph\u1ea3i t\u00ecm hi\u1ec3u v\u1ec1 s\u1edf th\u00edch, nhu c\u1ea7u v\u00e0 qu\u00e1 tr\u00ecnh ra quy\u1ebft \u0111\u1ecbnh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

Vi\u1ec7c t\u00ecm ki\u1ebfm v\u00e0 duy tr\u00ec kh\u00e1ch h\u00e0ng trung th\u00e0nh kh\u00f4ng ch\u1ec9 l\u00e0 \u0111\u01b0a th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n \u0111\u1ebfn tr\u01b0\u1edbc m\u1ed9t nh\u00f3m ng\u01b0\u1eddi c\u1ee5 th\u1ec3. N\u00f3 y\u00eau c\u1ea7u ph\u1ea3i ch\u1ec9 ra l\u00e0 s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 l\u00e0m g\u00ec cho h\u1ecd v\u00e0 n\u00f3 kh\u00e1c bi\u1ec7t g\u00ec v\u1edbi nh\u1eefng s\u1ea3n ph\u1ea9m c\u1ee7a \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh kh\u00e1c. M\u1ed9t khi h\u1ecd \u0111\u00e3 tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n, b\u1ea1n c\u1ea7n li\u00ean t\u1ee5c \u0111\u01b0a ra gi\u00e1 tr\u1ecb c\u1ee7a vi\u1ec7c c\u00f3 m\u1ed1i quan h\u1ec7 v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n. V\u00e0 n\u00f3 kh\u00f4ng ph\u1ea3i l\u00e0 chuy\u1ec7n d\u1ec5 d\u00e0ng. Nh\u01b0ng tin t\u1ed1t l\u00e0 b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 gi\u00fap c\u00e1c doanh nghi\u1ec7p l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y.<\/p>\n

B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/span><\/strong><\/h2>\n

Customer journey map (CJM) – b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t h\u00ecnh \u1ea3nh tr\u1ef1c quan v\u1ec1 t\u1ea5t c\u1ea3 giai \u0111o\u1ea1n kh\u00e1ch h\u00e0ng tr\u1ea3i qua trong qu\u00e1 tr\u00ecnh tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u1edbi doanh nghi\u1ec7p. N\u00f3 bao g\u1ed3m t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac trong qu\u00e1 tr\u00ecnh. N\u00f3 b\u1eaft \u0111\u1ea7u t\u1eeb vi\u1ec7c kh\u00e1ch h\u00e0ng nh\u1eadn bi\u1ebft v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n, sau \u0111\u00f3 l\u00e0 \u0111\u1ebfn qu\u00e1 tr\u00ecnh h\u1ecd ra quy\u1ebft \u0111\u1ecbnh mua v\u00e0 cu\u1ed1i c\u00f9ng l\u00e0 mua h\u00e0ng. Sau \u0111\u00f3 n\u00f3 ti\u1ebfp t\u1ee5c v\u1edbi qu\u00e1 tr\u00ecnh mua l\u1ea1i v\u00e0 chia s\u1ebb tr\u1ea3i nghi\u1ec7m v\u1edbi ng\u01b0\u1eddi th\u00e2n, b\u1ea1n b\u00e8.<\/p>\n

\"b\u1ea3n<\/p>\n

V\u00ed d\u1ee5 m\u1ed9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/em><\/p>\n

B\u1ea3n \u0111\u1ed3 n\u00e0y bao g\u1ed3m m\u1ecdi cu\u1ed9c g\u1eb7p g\u1ee1 m\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 c\u00f3 v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. T\u1ea5t nhi\u00ean kh\u00f4ng ph\u1ea3i kh\u00e1ch h\u00e0ng n\u00e0o c\u0169ng tr\u1ea3i qua h\u1ebft nh\u1eefng cu\u1ed9c g\u1eb7p g\u1ee1 n\u00e0y.Ngo\u00e0i c\u00e1c b\u1ea3n \u0111\u1ed3 \u0111\u1ecbnh h\u01b0\u1edbng h\u00e0nh \u0111\u1ed9ng,<\/p>\n

C\u00e1ch b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng.<\/strong><\/span><\/h2>\n

1 X\u00e1c \u0111\u1ecbnh & C\u1ea3i thi\u1ec7n nh\u1eefng v\u1ecb tr\u00ed khi\u1ebfn kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5.<\/strong><\/span><\/h3>\n

L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng y\u00eau c\u1ea7u b\u1ea1n ph\u1ea3i nghi\u00ean c\u1ee9u h\u00e0nh vi c\u1ee7a \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau s\u1ebd tr\u1ea3i qua k\u00eanh b\u00e1n h\u00e0ng c\u1ee7a b\u1ea1n nh\u01b0 th\u1ebf n\u00e0o. Nh\u1eefng ph\u00e2n t\u00edch n\u00e0y s\u1ebd gi\u00fap b\u1ea1n bi\u1ebft \u0111\u01b0\u1ee3c khu v\u1ef1c, v\u1ecb tr\u00ed kh\u00e1ch h\u00e0ng r\u1eddi kh\u1ecfi k\u00eanh b\u00e1n h\u00e0ng c\u1ee7a b\u1ea1n.<\/p>\n

N\u1ebfu t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf \u1edf v\u1ecb tr\u00ed \u0111\u00f3 cao h\u01a1n b\u00ecnh th\u01b0\u1eddng, ch\u1ee9ng t\u1ecf r\u1eb1ng c\u00f3 \u0111i\u1ec3m b\u1ea5t c\u1eadp \u0111ang ng\u0103n c\u1ea3n kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng c\u1ee7a b\u1ea1n t\u1eeb b\u1ecf mua h\u00e0ng. H\u00e3y ch\u1ee7 \u0111\u1ed9ng c\u1ea3i thi\u1ec7n nh\u1eefng v\u1ecb tr\u00ed \u0111\u00f3 \u0111\u1ec3 n\u00edu gi\u1eef kh\u00e1ch h\u00e0ng \u1edf l\u1ea1i v\u00e0 l\u00e0m gia t\u0103ng doanh s\u1ed1. \u0110\u1eebng ch\u1edd \u0111\u1ebfn khi kh\u00e1ch h\u00e0ng ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c v\u1ec1 nh\u1eefng v\u1ecb tr\u00ed \u0111\u00f3 m\u1edbi x\u1eed l\u00fd.<\/p>\n

2 C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/strong><\/h3>\n

Kh\u00f4ng ph\u1ea3i kh\u00e1ch h\u00e0ng n\u00e0o c\u0169ng c\u00f3 tr\u1ea3i nghi\u1ec7m mua h\u00e0ng gi\u1ed1ng nhau, v\u00ec v\u1eady c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m mua h\u00e0ng l\u00e0 r\u1ea5t quan tr\u1ecdng. T\u1eebng b\u01b0\u1edbc tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> n\u00ean \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf kh\u00e1c nhau d\u1ef1a tr\u00ean c\u1ea3 h\u00e0nh \u0111\u1ed9ng c\u0169ng nh\u01b0 mong mu\u1ed1n, nhu c\u1ea7u c\u1ee7a b\u1ea3n th\u00e2n h\u1ecd.<\/p>\n

B\u1ea3n \u0111\u1ed3 kh\u00e1ch h\u00e0ng s\u1ebd th\u1ec3 hi\u1ec7n chi ti\u1ebft v\u00e0 h\u00ecnh \u1ea3nh h\u00f3a c\u00e1ch b\u1ea1n s\u1eed d\u1ee5ng th\u00f4ng tin \u0111\u1ec3 c\u00e1 nh\u00e2n h\u00f3a c\u00e1ch th\u1ee9c v\u00e0 n\u1ed9i dung m\u00e0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng s\u1ebd ti\u1ebfp c\u1eadn. Kh\u00e1m ph\u00e1 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng s\u1ebd gi\u00fap doanh nghi\u1ec7p th\u1ea5u hi\u1ec3u h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau \u0111\u1ed3ng th\u1eddi c\u00f3 th\u00eam nh\u1eefng g\u1ee3i \u00fd s\u00e1ng t\u1ea1o \u0111\u1ec3 c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m nh\u1eb1m x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 gia t\u0103ng doanh thu b\u1ec1n v\u1eefng.<\/p>\n

V\u00ed d\u1ee5: s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n d\u00e0nh cho c\u1ea3 2 \u0111\u1ed1i t\u01b0\u1ee3ng B2C v\u00e0 B2B. Trong khi ng\u01b0\u1eddi d\u00f9ng B2C c\u00f3 th\u1ec3 quan t\u00e2m nh\u1ea5t \u0111\u1ebfn gi\u00e1 c\u1ea3, kh\u00e1ch h\u00e0ng B2B c\u00f3 th\u1ec3 quan t\u00e2m nhi\u1ec1u h\u01a1n \u0111\u1ebfn kh\u1ea3 n\u0103ng t\u00edch h\u1ee3p v\u00e0 m\u1edf r\u1ed9ng.<\/p>\n

V\u1edbi c\u00e1i nh\u00ecn s\u00e2u s\u1eafc n\u00e0y, b\u1ea1n c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh n\u1ed9i dung cung c\u1ea5p \u1edf m\u1ed7i giai \u0111o\u1ea1n trong quy tr\u00ecnh t\u01b0\u01a1ng \u1ee9ng. B\u1ea1n c\u0169ng c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh v\u1ecb tr\u00ed qu\u1ea3ng c\u00e1o, \u0111\u1ecbnh d\u1ea1ng n\u1ed9i dung, ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft v\u00e0 nh\u1eefng \u01b0u \u0111\u00e3i kh\u00e1c nh\u1eb1m gia t\u0103ng doanh s\u1ed1 v\u00e0 tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng.<\/p>\n

K\u1ebft lu\u1eadn.<\/strong><\/p>\n

Ng\u00e0y nay, kh\u00e1ch h\u00e0ng k\u1ef3 v\u1ecdng c\u00f3 m\u1ed9t tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi t\u1eeb doanh nghi\u1ec7p m\u00e0 h\u1ecd mua h\u00e0ng. B\u1ea1n c\u00e0ng hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau c\u1ee7a m\u00ecnh, th\u00ec b\u1ea1n s\u1ebd c\u00f3 c\u01a1 h\u1ed9i t\u1ea1o ra \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi cho h\u1ecd. V\u00e0 b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 b\u01b0\u1edbc \u0111\u1ea7u ti\u00ean m\u00e0 b\u1ea5t c\u1ee9 doanh nghi\u1ec7p n\u00e0o c\u0169ng ph\u1ea3i th\u1ef1c hi\u1ec7n.<\/p>\n

Xem th\u00eam b\u00e0i vi\u1ebft: 4 C\u00e1ch ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u0103ng l\u1ee3i nhu\u1eadn cho doanh nghi\u1ec7p.<\/a><\/p>\n

h\u1ec7 th\u1ed1ng \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

\u0110\u1ec3 ph\u00e1t tri\u1ec3n m\u1ed9t doanh nghi\u1ec7p th\u00e0nh c\u00f4ng \u0111\u00f2i h\u1ecfi ph\u1ea3i c\u00f3 s\u1ef1 am hi\u1ec3u s\u00e2u s\u1eafc v\u1ec1 \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau. Ngo\u00e0i s\u1ef1 hi\u1ec3u bi\u1ebft c\u01a1 b\u1ea3n v\u1ec1 nh\u00e2n kh\u1ea9u h\u1ecdc, b\u1ea1n c\u0169ng c\u1ea7n ph\u1ea3i t\u00ecm hi\u1ec3u v\u1ec1 s\u1edf th\u00edch, nhu c\u1ea7u v\u00e0 qu\u00e1 tr\u00ecnh ra quy\u1ebft \u0111\u1ecbnh c\u1ee7a kh\u00e1ch h\u00e0ng. Vi\u1ec7c […]\n","protected":false},"author":1,"featured_media":3959,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[11],"tags":[173,232],"class_list":["post-3956","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-trai-nghiem-khach-hang","tag-ban-do-hanh-trinh-khach-hang","tag-trai-nghiem-khach-hang"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2019\/11\/cach-ban-do-hanh-trinh-khach-hang-cai-thien-trai-nghiem-khach-hang-1.png","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/3956"}],"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=3956"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/3956\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/3959"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=3956"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=3956"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=3956"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}