{"id":5146,"date":"2021-02-25T08:38:18","date_gmt":"2021-02-25T08:38:18","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=5146"},"modified":"2021-02-25T08:38:18","modified_gmt":"2021-02-25T08:38:18","slug":"giu-chan-khach-hang-4-buoc-de-khach-hang-quay-tro-lai","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/giu-chan-khach-hang-4-buoc-de-khach-hang-quay-tro-lai\/","title":{"rendered":"Gi\u1eef Ch\u00e2n Kh\u00e1ch H\u00e0ng: 4 B\u01b0\u1edbc \u0110\u1ec3 Kh\u00e1ch H\u00e0ng Quay Tr\u1edf L\u1ea1i"},"content":{"rendered":"

Vi\u1ec7c kh\u00e1ch h\u00e0ng quy\u1ebft \u0111\u1ecbnh r\u1eddi b\u1ecf \u0111\u1ec3 l\u1ef1a ch\u1ecdn s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p kh\u00e1c c\u00f3 th\u1ec3 x\u1ea3y ra v\u1edbi c\u1ea3 nh\u1eefng c\u00f4ng ty t\u1ed1t nh\u1ea5t. Tuy nhi\u00ean, trong h\u1ea7u h\u1ebft m\u1ecdi tr\u01b0\u1eddng h\u1ee3p, t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf (s\u1ed1 ng\u01b0\u1eddi ch\u1ea5m d\u1ee9t quan h\u1ec7 kh\u00e1ch h\u00e0ng v\u1edbi m\u1ed9t doanh nghi\u1ec7p trong m\u1ed9t giai \u0111o\u1ea1n c\u1ee5 th\u1ec3) c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c t\u00ednh to\u00e1n v\u00e0 gi\u1ea3m thi\u1ec3u.<\/p>\n

T\u1ef7 l\u1ec7 KH r\u1eddi b\u1ecf = (T\u1ed5ng s\u1ed1 l\u01b0\u1ee3ng KH \u1edf cu\u1ed1i k\u00ec – T\u1ed5ng s\u1ed1 l\u01b0\u1ee3ng KH \u1edf \u0111\u1ea7u k\u00ec) \/ T\u1ed5ng s\u1ed1 l\u01b0\u1ee3ng KH \u1edf \u0111\u1ea7u k\u00ec<\/em><\/p>\n

Nghi\u00ean c\u1ee9u ch\u1ec9 ra r\u1eb1ng, chi ph\u00ed ki\u1ebfm \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng m\u1edbi cao g\u1ea5p 5 – 7 l\u1ea7n so v\u1edbi vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3. Tr\u00ean th\u1ef1c t\u1ebf, vi\u1ec7c t\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng ch\u1ec9 5% c\u0169ng c\u00f3 th\u1ec3 th\u00fac \u0111\u1ea9y l\u1ee3i nhu\u1eadn t\u1eeb 25% – 95%.<\/em><\/p>\n

\"\"<\/p>\n

Khi m\u1ed9t kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf doanh nghi\u1ec7p, m\u1ed1i quan h\u1ec7 kinh doanh \u0111\u00f3 ch\u01b0a ho\u00e0n to\u00e0n ch\u1ea5m d\u1ee9t m\u00e0 c\u00f3 th\u1ec3 coi nh\u01b0 t\u1ea1m th\u1eddi d\u1eebng ho\u1ea1t \u0111\u1ed9ng. V\u1ec1 c\u01a1 b\u1ea3n, \u0111\u00e2y l\u00e0 qu\u00e1 tr\u00ecnh m\u1edf r\u1ed9ng h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00f3 th\u1ec3 n\u00f3i, b\u1ea1n v\u1eabn hi\u1ec3u r\u00f5 kh\u00e1ch h\u00e0ng \u0111\u00f3 h\u01a1n b\u1ea5t k\u1ef3 \u0111\u1ed1i th\u1ee7 n\u00e0o kh\u00e1c. H\u00e3y t\u00ecm c\u00e1ch t\u1eadn d\u1ee5ng nh\u1eefng d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng b\u1ea1n \u0111\u00e3 c\u00f3 v\u00e0 \u0111\u01b0a m\u1ed1i quan h\u1ec7 quay tr\u1edf l\u1ea1i.<\/p>\n

1. Ti\u1ebfp t\u1ee5c l\u1eafng nghe kh\u00e1ch h\u00e0ng.<\/strong><\/span><\/h2>\n

Hi\u1ec3u \u0111\u01b0\u1ee3c l\u00fd do kh\u00e1ch h\u00e0ng l\u1ef1a ch\u1ecdn s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n ch\u00ednh l\u00e0 l\u1ee3i th\u1ebf. \u0110i\u1ec1u g\u00ec \u0111\u00e3 thuy\u1ebft ph\u1ee5c h\u1ecd l\u1ef1a ch\u1ecdn? Vi\u1ec7c l\u1eafng nghe, thu th\u1eadp v\u00e0 truy c\u1eadp d\u1eef li\u1ec7u kh\u1ea3o s\u00e1t \u1edf m\u1ecdi giai \u0111o\u1ea1n trong v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng l\u00e0 r\u1ea5t quan tr\u1ecdng.<\/p>\n

H\u00e3y thu th\u1eadp nh\u1eefng th\u00f4ng tin chi ti\u1ebft nh\u01b0 s\u1ef1 h\u00e0i l\u00f2ng v\u1edbi c\u00e1c t\u00ednh n\u0103ng c\u1ee7a s\u1ea3n ph\u1ea9m, gi\u00e1 c\u1ea3 v\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. Tr\u00ean th\u1ef1c t\u1ebf, trong 89% tr\u01b0\u1eddng h\u1ee3p, d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng k\u00e9m l\u00e0 m\u1ed9t trong nh\u1eefng l\u00fd do h\u00e0ng \u0111\u1ea7u khi\u1ebfn kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf doanh nghi\u1ec7p.<\/em><\/p>\n

Vi\u1ec7c l\u1eafng nghe kh\u00e1ch h\u00e0ng s\u1ebd l\u00e0m n\u1ed5i b\u1eadt vai tr\u00f2 c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p. D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng th\u1eadt s\u1ef1 r\u1ea5t quan tr\u1ecdng v\u00e0 to\u00e0n di\u1ec7n h\u01a1n nh\u1eefng g\u00ec ch\u00fang ta bi\u1ebft. Ch\u1ec9 m\u1ed9t y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng c\u0169ng ch\u00ednh l\u00e0 m\u1ea3nh gh\u00e9p trong b\u1ee9c tranh l\u1edbn v\u1ec1 kh\u00e1ch h\u00e0ng m\u00e0 doanh nghi\u1ec7p c\u1ea7n t\u00ecm hi\u1ec3u, c\u0169ng nh\u01b0 m\u1edf ra nhi\u1ec1u c\u01a1 h\u1ed9i kinh doanh m\u1edbi.<\/p>\n

2. Marketing c\u00e1 nh\u00e2n h\u00f3a.<\/strong><\/span><\/h2>\n

Gi\u1ed1ng nh\u01b0 trong b\u1ea5t k\u1ef3 m\u1ed1i quan h\u1ec7 n\u00e0o, m\u1ed9t \u0111\u1ed1i t\u00e1c kinh doanh lu\u00f4n mu\u1ed1n c\u1ea3m th\u1ea5y m\u00ecnh quan tr\u1ecdng v\u00e0 \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 cao. Nghi\u00ean c\u1ee9u ch\u1ec9 ra r\u1eb1ng h\u01a1n 40% kh\u00e1ch h\u00e0ng \u0111\u00e3 r\u1eddi b\u1ecf doanh nghi\u1ec7p s\u1eb5n s\u00e0ng quay l\u1ea1i n\u1ebfu h\u1ecd nh\u1eadn th\u1ea5y doanh nghi\u1ec7p c\u00f3 s\u1ef1 c\u1ea3i ti\u1ebfn (v\u00ed d\u1ee5 nh\u01b0 gi\u1ea3m gi\u00e1 ho\u1eb7c n\u00e2ng c\u1ea5p s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5,\u2026). <\/em><\/p>\n

\u0110\u1ec3 t\u1ea1o \u0111i\u1ec1u ki\u1ec7n thu\u1eadn l\u1ee3i cho qu\u00e1 tr\u00ecnh ra quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng, h\u00e3y ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 nh\u01b0 m\u1ed9t kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng. Ki\u1ec3m tra d\u1eef li\u1ec7u v\u1ec1 kh\u00e1ch h\u00e0ng m\u00e0 doanh nghi\u1ec7p \u0111\u00e3 c\u00f3 tr\u01b0\u1edbc \u0111\u00e2y (nh\u00e2n kh\u1ea9u h\u1ecdc, n\u1ec1n t\u1ea3ng v\u00e0 h\u00e0nh vi\u2026), ph\u00e2n t\u00edch, thi\u1ebft k\u1ebf v\u00e0 s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 t\u1ef1 \u0111\u1ed9ng h\u00f3a \u0111\u1ec3 \u0111\u01b0a ra th\u00f4ng \u0111i\u1ec7p, n\u1ed9i dung ch\u1ecdn l\u1ecdc, ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u00e1 nh\u00e2n c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng (t\u1ef1 \u0111\u1ed9ng h\u00f3a qu\u1ea3ng c\u00e1o, qu\u1ea3ng c\u00e1o b\u00e1m \u0111u\u1ed5i,\u2026). Theo t\u1edd Harvard Business Review, khi d\u00f9ng \u0111\u00fang n\u1ed9i dung \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n ho\u00e1, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u0103ng hi\u1ec7u qu\u1ea3 Marketing l\u00ean 15% v\u00e0 ti\u1ebft ki\u1ec7m \u0111\u01b0\u1ee3c 30% ng\u00e2n s\u00e1ch<\/em>. Marketing c\u00e1 nh\u00e2n h\u00f3a \u0111\u00e3 \u0111\u01b0\u1ee3c ch\u1ee9ng minh l\u00e0 c\u00e1ch hi\u1ec7u qu\u1ea3 nh\u1ea5t \u0111\u1ec3 thu h\u00fat l\u1ea1i kh\u00e1ch h\u00e0ng c\u0169, l\u00e0 ch\u00eca kh\u00f3a c\u1ee7a s\u1ef1 g\u1eafn b\u00f3 l\u00e2u d\u00e0i gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng.<\/p>\n

3. T\u0103ng hi\u1ec7u qu\u1ea3 c\u1ee7a vi\u1ec7c gi\u00e0nh l\u1ea1i kh\u00e1ch h\u00e0ng.<\/strong><\/span><\/h2>\n

M\u1ecdi kh\u00e1ch h\u00e0ng \u0111\u1ec1u c\u00f3 gi\u00e1 tr\u1ecb. Tuy nhi\u00ean, vi\u1ec7c thu h\u00fat kh\u00e1ch h\u00e0ng quay tr\u1edf l\u1ea1i t\u1ed1n nhi\u1ec1u c\u00f4ng s\u1ee9c v\u00e0 chi ph\u00ed. V\u00ec v\u1eady, h\u00e3y \u01b0u ti\u00ean nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 kh\u1ea3 n\u0103ng quay tr\u1edf l\u1ea1i cao. Nghi\u00ean c\u1ee9u \u0111\u00e3 ch\u1ee9ng minh r\u1eb1ng, nh\u1eefng kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf doanh nghi\u1ec7p do nguy\u00ean nh\u00e2n v\u1ec1 gi\u00e1 c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng quay tr\u1edf l\u1ea1i h\u01a1n nh\u1eefng kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf do d\u1ecbch v\u1ee5 k\u00e9m. V\u00e0 t\u1ea5t nhi\u00ean, c\u00e0ng c\u00f3 nhi\u1ec1u l\u00fd do r\u1eddi \u0111i, th\u00ec kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng quay l\u1ea1i c\u00e0ng \u00edt.<\/p>\n

4. V\u00e0 khi kh\u00e1ch h\u00e0ng \u0111\u00e3 quy\u1ebft \u0111\u1ecbnh quay l\u1ea1i v\u1edbi doanh nghi\u1ec7p\u2026<\/strong><\/span><\/h2>\n

Gi\u1edd \u0111\u00e2y, doanh nghi\u1ec7p \u0111\u00e3 hi\u1ec3u th\u00eam v\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. H\u00e3y s\u1eed d\u1ee5ng nh\u1eefng th\u00f4ng tin h\u1eefu \u00edch hi\u1ec7n c\u00f3 \u0111\u1ec3 th\u1eaft ch\u1eb7t m\u1ed1i quan h\u1ec7 v\u1edbi h\u1ecd. Khi \u0111\u01b0\u1ee3c ph\u00e2n t\u00edch ch\u00ednh x\u00e1c, v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng s\u1ebd mang l\u1ea1i nhi\u1ec1u d\u1eef li\u1ec7u gi\u00e1 tr\u1ecb. \u0110\u1eebng ch\u1ec9 t\u1ea1o \u201cm\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng\u201d, h\u00e3y t\u1eadp trung v\u00e0o m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi c\u00e1c v\u00f2ng ph\u1ea3n h\u1ed3i t\u00edch c\u1ef1c \u0111\u00e3 gi\u1ea3i quy\u1ebft nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u1edf m\u1ecdi giai \u0111o\u1ea1n. T\u1eeb \u0111\u00f3, t\u1eadp trung v\u00e0o s\u1ef1 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. B\u1ed9 ph\u1eadn quan h\u1ec7 kh\u00e1ch h\u00e0ng n\u00ean ph\u1ed1i h\u1ee3p v\u1edbi b\u1ed9 ph\u1eadn ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3. H\u00e3y bi\u1ebfn kh\u00e1ch h\u00e0ng th\u00e0nh ng\u01b0\u1eddi \u1ee7ng h\u1ed9 trung th\u00e0nh. Theo m\u1ed9t s\u1ed1 nghi\u00ean c\u1ee9u, kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng c\u00f3 xu h\u01b0\u1edbng tin t\u01b0\u1edfng m\u1ed9t nh\u00e3n h\u00e3ng cao h\u01a1n 83% khi \u0111\u01b0\u1ee3c gi\u1edbi thi\u1ec7u b\u1edfi ng\u01b0\u1eddi quen.<\/em><\/p>\n

Xem th\u00eam b\u00e0i vi\u1ebft: 4 \u0110i\u1ec3m L\u01b0u \u00dd Quan Tr\u1ecdng Khi Ch\u1ecdn Gi\u1ea3i Ph\u00e1p Kh\u1ea3o S\u00e1t & Ph\u1ea3n H\u1ed3i Kh\u00e1ch H\u00e0ng<\/a><\/p>\n

h\u1ec7 th\u1ed1ng x\u1ebfp h\u00e0ng t\u1ef1 \u0111\u1ed9ng<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Vi\u1ec7c kh\u00e1ch h\u00e0ng quy\u1ebft \u0111\u1ecbnh r\u1eddi b\u1ecf \u0111\u1ec3 l\u1ef1a ch\u1ecdn s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p kh\u00e1c c\u00f3 th\u1ec3 x\u1ea3y ra v\u1edbi c\u1ea3 nh\u1eefng c\u00f4ng ty t\u1ed1t nh\u1ea5t. Tuy nhi\u00ean, trong h\u1ea7u h\u1ebft m\u1ecdi tr\u01b0\u1eddng h\u1ee3p, t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf (s\u1ed1 ng\u01b0\u1eddi ch\u1ea5m d\u1ee9t quan h\u1ec7 kh\u00e1ch h\u00e0ng v\u1edbi m\u1ed9t doanh nghi\u1ec7p […]\n","protected":false},"author":1,"featured_media":8434,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[11],"tags":[206],"class_list":["post-5146","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-trai-nghiem-khach-hang","tag-khao-sat-va-phan-hoi-khach-hang"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/02\/giu-chan-khach-hang-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/5146"}],"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=5146"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/5146\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/8434"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=5146"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=5146"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=5146"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}