{"id":4773,"date":"2020-10-13T08:23:41","date_gmt":"2020-10-13T08:23:41","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=4773"},"modified":"2020-10-13T08:23:41","modified_gmt":"2020-10-13T08:23:41","slug":"nhung-chi-so-roi-trai-nghiem-khach-hang-can-biet","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/nhung-chi-so-roi-trai-nghiem-khach-hang-can-biet\/","title":{"rendered":"Nh\u1eefng Ch\u1ec9 S\u1ed1 ROI Tr\u1ea3i Nghi\u1ec7m Kh\u00e1ch H\u00e0ng C\u1ea7n Bi\u1ebft"},"content":{"rendered":"

C\u00e1c nghi\u00ean c\u1ee9u ch\u1ec9 ra r\u1eb1ng nh\u1eefng c\u00f4ng ty cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi c\u00f3 m\u1ee9c t\u0103ng tr\u01b0\u1edfng doanh thu cao h\u01a1n g\u1ea5p 5 l\u1ea7n so v\u1edbi c\u00e1c c\u00f4ng ty mang l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng k\u00e9m. Tuy nhi\u00ean, trong khi kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 c\u1ea3m th\u1ea5y s\u1ef1 t\u01b0\u01a1ng t\u00e1c c\u1ee7a h\u1ecd l\u00e0 “v\u00f4 gi\u00e1”, th\u00ec c\u00e1c doanh nghi\u1ec7p \u0111ang c\u1ed1 g\u1eafng t\u00ednh to\u00e1n ch\u00ednh x\u00e1c tr\u1ea3i nghi\u1ec7m \u0111\u00f3 c\u00f3 gi\u00e1 tr\u1ecb g\u00ec. T\u00ednh to\u00e1n l\u1ee3i t\u1ee9c \u0111\u1ea7u t\u01b0 (ROI) c\u1ee7a c\u00e1c \u00fd t\u01b0\u1edfng \u200b\u200btr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 r\u1ea5t quan tr\u1ecdng v\u00ec n\u00f3 gi\u00fap doanh nghi\u1ec7p l\u1eadp chi\u1ebfn l\u01b0\u1ee3c v\u00e0 \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh kinh doanh quan tr\u1ecdng.<\/p>\n

\"roi<\/p>\n

I. T\u1ea1i sao ph\u1ea3i t\u00ednh ROI tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/strong><\/span><\/h2>\n

Vi\u1ec7c k\u1ebft n\u1ed1i c\u00e1c ch\u1ec9 s\u1ed1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u1edbi d\u1eef li\u1ec7u t\u00e0i ch\u00ednh s\u1ebd mang l\u1ea1i nhi\u1ec1u \u00fd t\u01b0\u1edfng h\u01a1n cho c\u00e1c doanh nghi\u1ec7p.\u00a0V\u00ed d\u1ee5: tr\u1ea3 l\u1eddi email nhanh h\u01a1n c\u00f3 th\u1ef1c s\u1ef1 gi\u00fap b\u1ea1n gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng l\u00e2u h\u01a1n kh\u00f4ng? V\u00e0, kh\u00e1ch h\u00e0ng s\u1ebd chi th\u00eam bao nhi\u00eau n\u1ebfu b\u1ea1n s\u1eafp x\u1ebfp h\u1ee3p l\u00fd quy tr\u00ecnh thanh to\u00e1n c\u1ee7a m\u00ecnh?<\/p>\n

H\u1ec7 th\u1ed1ng ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng<\/a> gi\u00fap c\u00e1c doanh nghi\u1ec7p hi\u1ec3u \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng \u0111ang ngh\u0129 g\u00ec v\u00e0 ti\u1ebft l\u1ed9 c\u00e1c \u0111\u1ed9ng l\u1ef1c ch\u00ednh \u0111\u1eb1ng sau c\u00e1c ch\u1ec9 s\u1ed1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00e1c nhau. B\u1ea1n c\u00f3 th\u1ec3 li\u00ean k\u1ebft d\u1eef li\u1ec7u chi ti\u00eau c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi nhi\u1ec1u s\u1ed1 li\u1ec7u kh\u00e1c nhau \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh r\u00f5 ROI c\u1ee7a chi\u1ebfn l\u01b0\u1ee3c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n

II. Ch\u1ec9 s\u1ed1 ROI tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/strong><\/span><\/h2>\n

C\u00e1c ch\u1ec9 s\u1ed1 ROI tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd cho doanh nghi\u1ec7p bi\u1ebft nh\u1eefng th\u00f4ng tin chi ti\u1ebft h\u1eefu \u00edch v\u1ec1 chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Theo d\u00f5i c\u00e1c ch\u1ec9 s\u1ed1 n\u00e0y gi\u00fap b\u1ea1n hi\u1ec7u \u0111\u01b0\u1ee3c chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00e1c \u0111\u1ed9ng bao nhi\u00eau \u0111\u1ebfn s\u1ef1 t\u0103ng tr\u01b0\u1edfng c\u1ee7a doanh nghi\u1ec7p.<\/p>\n

1. Gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng.<\/strong><\/span><\/h3>\n

Gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng d\u1ef1 \u0111o\u00e1n s\u1ed1 ti\u1ec1n m\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng s\u1ebd chi cho c\u00e1c s\u1ea3n ph\u1ea9m c\u1ee7a c\u00f4ng ty b\u1ea1n. N\u00f3 \u0111\u01b0\u1ee3c t\u00ednh b\u1eb1ng c\u00e1ch nh\u00e2n gi\u00e1 tr\u1ecb c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi tu\u1ed5i th\u1ecd trung b\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

2. T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf – Churn rate.<\/strong><\/span><\/h3>\n

T\u1ef7 l\u1ec7 churn l\u00e0 t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng s\u1ebd h\u1ee7y b\u1ecf ho\u1eb7c r\u1eddi kh\u1ecfi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh. N\u00f3 \u0111\u01b0\u1ee3c t\u00ednh b\u1eb1ng c\u00e1ch chia s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng \u0111\u00e3 r\u1eddi b\u1ecf th\u01b0\u01a1ng hi\u1ec7u trong m\u1ed9t th\u1eddi gian c\u1ee5 th\u1ec3 chia cho s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng c\u00f3 v\u00e0o \u0111\u1ea7u kho\u1ea3ng th\u1eddi gian \u0111\u00f3.<\/p>\n

3. Chi ph\u00ed h\u1ed7 tr\u1ee3.<\/strong><\/span><\/h3>\n

Chi ph\u00ed h\u1ed7 tr\u1ee3 l\u00e0 nh\u1eefng chi ph\u00ed kh\u00f4ng li\u00ean quan \u0111\u1ebfn s\u1ea3n xu\u1ea5t ho\u1eb7c ch\u1ebf t\u1ea1o. Chi ph\u00ed h\u1ed7 tr\u1ee3 bao g\u1ed3m chi ph\u00ed d\u1ecbch v\u1ee5, chi ph\u00ed \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. C\u00e1c chi ph\u00ed n\u00e0y ph\u1ea3i \u0111\u01b0\u1ee3c so s\u00e1nh ch\u1eb7t ch\u1ebd v\u1edbi c\u00e1c ch\u1ec9 s\u1ed1 v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

4. Quy m\u00f4 giao d\u1ecbch trung b\u00ecnh.<\/strong><\/span><\/h3>\n

Quy m\u00f4 giao d\u1ecbch trung b\u00ecnh \u0111\u01b0\u1ee3c t\u00ednh b\u1eb1ng c\u00e1ch chia t\u1ed5ng doanh thu c\u00f3 \u0111\u01b0\u1ee3c trong m\u1ed9t th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh cho t\u1ed5ng s\u1ed1 l\u1ea7n giao d\u1ecbch \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n trong c\u00f9ng kho\u1ea3ng th\u1eddi gian \u0111\u00f3. \u0110i\u1ec1u n\u00e0y s\u1ebd cho b\u1ea1n hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 c\u00e1ch kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n mua s\u1eafm v\u00e0 nh\u1eefng s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c y\u00eau th\u00edch nh\u1ea5t.<\/p>\n

Xem th\u00eam b\u00e0i vi\u1ebft: Hi\u1ec7u qu\u1ea3 c\u1ee7a vi\u1ec7c \u1ee9ng d\u1ee5ng E-form v\u00e0o doanh nghi\u1ec7p trong th\u1eddi k\u1ef3 Covid-19<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

C\u00e1c nghi\u00ean c\u1ee9u ch\u1ec9 ra r\u1eb1ng nh\u1eefng c\u00f4ng ty cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi c\u00f3 m\u1ee9c t\u0103ng tr\u01b0\u1edfng doanh thu cao h\u01a1n g\u1ea5p 5 l\u1ea7n so v\u1edbi c\u00e1c c\u00f4ng ty mang l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng k\u00e9m. Tuy nhi\u00ean, trong khi kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 c\u1ea3m th\u1ea5y s\u1ef1 t\u01b0\u01a1ng t\u00e1c c\u1ee7a h\u1ecd […]\n","protected":false},"author":1,"featured_media":4801,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[11],"tags":[232],"class_list":["post-4773","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-trai-nghiem-khach-hang","tag-trai-nghiem-khach-hang"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2020\/10\/roi-trai-nghiem-khach-hang-1-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/4773"}],"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=4773"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/4773\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/4801"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=4773"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=4773"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=4773"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}