{"id":9491,"date":"2021-06-15T09:17:22","date_gmt":"2021-06-15T02:17:22","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=9491"},"modified":"2021-06-15T09:17:22","modified_gmt":"2021-06-15T02:17:22","slug":"5-buoc-xay-dung-van-hoa-lay-khach-hang-lam-trung-tam-phan-i","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/5-buoc-xay-dung-van-hoa-lay-khach-hang-lam-trung-tam-phan-i\/","title":{"rendered":"5 B\u01b0\u1edbc X\u00e2y D\u1ef1ng V\u0103n H\u00f3a L\u1ea5y Kh\u00e1ch H\u00e0ng L\u00e0m Trung T\u00e2m Ph\u1ea7n I"},"content":{"rendered":"<p><span style=\"font-weight: 400\">Cho d\u00f9 b\u1ea1n kinh doanh b\u1ea5t k\u1ec3 l\u0129nh v\u1ef1c n\u00e0o th\u00ec kh\u00e1ch h\u00e0ng v\u1eabn l\u00e0 \u0111i\u1ec1u c\u1ed1t l\u00f5i c\u1ee7a m\u1ed7i doanh nghi\u1ec7p. Ng\u00e0y nay kh\u00e1ch h\u00e0ng c\u00f3 qu\u00e1 nhi\u1ec1u s\u1ef1 l\u1ef1a ch\u1ecdn, v\u00ec v\u1eady \u0111i\u1ec1u quan tr\u1ecdng h\u01a1n bao gi\u1edd h\u1ebft \u0111\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p l\u00e0 x\u00e2y d\u1ef1ng m\u1ed9t n\u1ec1n v\u0103n h\u00f3a hi\u1ec3u \u0111\u01b0\u1ee3c t\u1ea7m quan tr\u1ecdng vi\u1ec7c c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. M\u1ed9t chia s\u1ebb, b\u00ecnh lu\u1eadn \u0111\u00e1nh gi\u00e1 kh\u00f4ng t\u1ed1t v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i s\u1ebd g\u00e2y thi\u1ec7t h\u1ea1i l\u1edbn l\u1edbn cho doanh thu v\u00e0 s\u1ef1 uy t\u00edn c\u1ee7a doanh nghi\u1ec7p. M\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7 Deloitte cho th\u1ea5y r\u1eb1ng c\u00e1c doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u00f3 l\u1ee3i nhu\u1eadn cao h\u01a1n 60% so v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ee7a h\u1ecd.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-9506\" src=\"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/06\/van-hoa-lay-khach-hang-lam-trung-tam-1.jpg\" alt=\"\" width=\"650\" height=\"406\" \/><\/p>\n<p>V\u0103n h\u00f3a L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111ang tr\u1edf th\u00e0nh xu h\u01b0\u1edbng kinh doanh quan tr\u1ecdng trong t\u01b0\u01a1ng lai. V\u1eady t\u1ea1i sao c\u00e1c doanh nghi\u1ec7p v\u1eabn g\u1eb7p kh\u00f3 kh\u0103n trong vi\u1ec7c duy tr\u00ec v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m?<\/p>\n<p>\u0110\u1ec3 tr\u1edf th\u00e0nh m\u1ed9t doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, b\u1ea1n c\u1ea7n t\u1eadp trung v\u00e0o vi\u1ec7c cung c\u1ea5p <a href=\"https:\/\/miraway.vn\/\">tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a> li\u1ec1n m\u1ea1ch tr\u01b0\u1edbc, trong v\u00e0 sau khi qu\u00e1 tr\u00ecnh b\u00e1n h\u00e0ng ho\u00e0n t\u1ea5t. Nh\u01b0ng l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m kh\u00f4ng ch\u1ec9 \u0111\u01a1n gi\u1ea3n l\u00e0 mang \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n m\u1ecdi th\u1ee9 h\u1ecd mu\u1ed1n m\u00e0 c\u00f2n l\u00e0 x\u00e2y d\u1ef1ng ni\u1ec1m tin v\u00e0 truy\u1ec1n c\u1ea3m h\u1ee9ng cho h\u1ecd.<\/p>\n<h2><strong>1. Thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng li\u00ean t\u1ee5c.<\/strong><\/h2>\n<p><span style=\"font-weight: 400\">D\u1ef1 \u0111o\u00e1n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd ch\u00ednh x\u00e1c h\u01a1n khi b\u1ea1n bi\u1ebft h\u1ecd \u0111ang ngh\u0129 g\u00ec v\u00e0 mong \u0111\u1ee3i \u0111i\u1ec1u g\u00ec \u1edf doanh nghi\u1ec7p. \u0110\u00f3 l\u00e0 l\u00fd do t\u1ea1i sao vi\u1ec7c <a href=\"https:\/\/miraway.vn\/giai-phap\/phan-hoi-khach-hang\/\">thu th\u1eadp ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng<\/a> hi\u1ec7n t\u1ea1i c\u1ee7a b\u1ea1n n\u00ean \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n th\u01b0\u1eddng xuy\u00ean.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">C\u00e1c d\u1eef li\u1ec7u ph\u1ea3n h\u1ed3i thu th\u1eadp \u0111\u01b0\u1ee3c s\u1ebd cung c\u1ea5p cho doanh nghi\u1ec7p nh\u1eefng th\u00f4ng tin quan tr\u1ecdng \u0111\u1ec3 c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, s\u1ea3n ph\u1ea9m. <\/span><span style=\"font-weight: 400\">Kh\u00e1ch h\u00e0ng lu\u00f4n mu\u1ed1n \u0111\u01b0\u1ee3c doanh nghi\u1ec7p l\u1eafng nghe. Nh\u01b0ng vi\u1ec7c thu th\u1eadp ph\u1ea3n h\u1ed3i kh\u00f4ng ph\u1ea3i l\u00e0 vi\u1ec7c d\u1ec5 d\u00e0ng.<\/span><\/p>\n<h3><b>M\u1ed9t s\u1ed1 c\u00e1ch thu th\u1eadp ph\u1ea3n h\u1ed3i ph\u1ed5 bi\u1ebfn.<\/b><\/h3>\n<p><b>Ph\u00e2n t\u00edch m\u1ea1ng x\u00e3 h\u1ed9i:<\/b><span style=\"font-weight: 400\"> \u0110\u1ecdc, tr\u1ea3 l\u1eddi v\u00e0 ghi l\u1ea1i nh\u1eefng ph\u1ea3n h\u1ed3i b\u1ea1n nh\u1eadn \u0111\u01b0\u1ee3c tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i. \u0110\u00e2y c\u00f3 th\u1ec3 l\u00e0 m\u1ed9t trong nh\u1eefng ch\u1ec9 b\u00e1o \u0111\u1ea7u ti\u00ean c\u1ee7a m\u1ed9t v\u1ea5n \u0111\u1ec1 l\u1edbn ho\u1eb7c m\u1ed9t khu v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n.<\/span><\/p>\n<p><b>Ch\u1ec9 s\u1ed1 NPS<\/b><span style=\"font-weight: 400\"> \u2014<\/span><span style=\"font-weight: 400\">ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 m\u1ee9c \u0111\u1ed9 kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 gi\u1edbi thi\u1ec7u cho ng\u01b0\u1eddi th\u00e2n, b\u1ea1n b\u00e8 s\u1eed d\u1ee5ng.<\/span><\/p>\n<p><b>Kh\u1ea3o s\u00e1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/b><span style=\"font-weight: 400\"> \u2014 Cho d\u00f9 b\u1ea1n s\u1eed d\u1ee5ng kh\u1ea3o s\u00e1t v\u1ec1 Ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT) hay \u0110i\u1ec3m n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng (CES), th\u00ec vi\u1ec7c thu th\u1eadp ph\u1ea3n h\u1ed3i ngay sau khi t\u01b0\u01a1ng t\u00e1c l\u00e0 \u0111i\u1ec1u quan tr\u1ecdng.<\/span><\/p>\n<p><b>B\u1ea3ng c\u00e2u h\u1ecfi trong \u1ee9ng d\u1ee5ng<\/b><span style=\"font-weight: 400\"> \u2014 Ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng khi h\u1ecd \u0111ang s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n. \u0110\u01b0a ra c\u00e2u h\u1ecfi nhanh \u1edf m\u1ed9t s\u1ed1 \u0111i\u1ec3m ch\u1ea1m khi kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u01b0\u01a1ng t\u00e1c l\u00e0 m\u1ed9t c\u00e1ch tuy\u1ec7t v\u1eddi \u0111\u1ec3 thu th\u1eadp ph\u1ea3n h\u1ed3i theo th\u1eddi gian th\u1ef1c.<\/span><\/p>\n<p><b>B\u1ea3ng tin <\/b><span style=\"font-weight: 400\">\u2014 Nhi\u1ec1u c\u00f4ng ty t\u1eadp trung v\u00e0o s\u1ea3n ph\u1ea9m c\u00f3 b\u1ea3ng th\u00f4ng b\u00e1o nh\u1eb1m m\u1ee5c \u0111\u00edch thu th\u1eadp ph\u1ea3n h\u1ed3i. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 h\u1ecfi v\u1ec1 c\u00e1c v\u1ea5n \u0111\u1ec1 h\u1ecd \u0111ang g\u1eb7p ph\u1ea3i ho\u1eb7c c\u00e1c c\u1ea3i ti\u1ebfn m\u00e0 h\u1ecd mu\u1ed1n th\u1ea5y \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n.<\/span><\/p>\n<p><span style=\"font-weight: 400\">D\u00f9 b\u1ea1n ch\u1ecdn c\u00e1ch n\u00e0o, h\u00e3y \u0111\u1ea3m b\u1ea3o th\u01b0\u1eddng xuy\u00ean k\u1ebft h\u1ee3p ph\u1ea3n h\u1ed3i v\u00e0o vi\u1ec7c c\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5. Sau khi x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n, b\u1ea1n c\u00f3 th\u1ec3 b\u1eaft \u0111\u1ea7u gi\u1ea3i quy\u1ebft n\u00f3 \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<h2><b>2. Gi\u1ea3i quy\u1ebft nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/b><\/h2>\n<p><span style=\"font-weight: 400\">Th\u1eadt v\u00f4 ngh\u0129a n\u1ebfu doanh nghi\u1ec7p ch\u1ec9 thu th\u1eadp ph\u1ea3n h\u1ed3i m\u00e0 kh\u00f4ng t\u1eadn d\u1ee5ng c\u00e1c th\u00f4ng tin c\u1ee7a n\u00f3. H\u00e3y ph\u00e1t tri\u1ec3n m\u1ed9t quy tr\u00ecnh cho ph\u00e9p b\u1ea1n x\u1ebfp h\u1ea1ng ph\u1ea3n h\u1ed3i theo th\u1ee9 t\u1ef1 \u01b0u ti\u00ean kh\u00e1c nhau. C\u00e1c nhu c\u1ea7u quan tr\u1ecdng nh\u1ea5t th\u01b0\u1eddng l\u00e0 nh\u1eefng nhu c\u1ea7u \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n \u0111\u1ec1 c\u1eadp m\u1ed9t c\u00e1ch nh\u1ea5t qu\u00e1n. \u01afu ti\u00ean gi\u1ea3i quy\u1ebft nh\u1eefng v\u1ea5n \u0111\u1ec1 quan tr\u1ecdng n\u00e0y ngay l\u1eadp t\u1ee9c s\u1ebd khi\u1ebfn cho s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n h\u01a1n trong t\u01b0\u01a1ng lai.<\/span><\/p>\n<p><span style=\"font-weight: 400\">L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 b\u1ea1n bi\u1ebft \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n th\u1ef1c s\u1ef1 c\u1ea7n g\u00ec? Nh\u1eadn ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 ph\u00e2n lo\u1ea1i n\u00f3 th\u00e0nh c\u00e1c nh\u00f3m c\u00f3 li\u00ean quan \u0111\u1ebfn doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. V\u00ed d\u1ee5 nh\u01b0:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400\">C\u00e1c ph\u1ea3n h\u1ed3i v\u1ec1 s\u1ea3n ph\u1ea9m<\/span><\/li>\n<li><span style=\"font-weight: 400\">Ph\u1ea3n h\u1ed3i v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/span><\/li>\n<li><span style=\"font-weight: 400\">Ph\u1ea3n h\u1ed3i v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">T\u1eeb \u0111\u00f3, b\u1ea1n c\u00f3 th\u1ec3 \u0111i s\u00e2u h\u01a1n n\u1eefa v\u00e0o t\u1eebng nh\u00f3m b\u1eb1ng c\u00e1ch li\u1ec7t k\u00ea c\u00e1c v\u1ea5n \u0111\u1ec1 b\u00ean trong ch\u00fang. V\u00ed d\u1ee5 nh\u01b0:<\/span><\/p>\n<p><em><strong>Ph\u1ea3n h\u1ed3i v\u1ec1 s\u1ea3n ph\u1ea9m.<\/strong><\/em><\/p>\n<ul>\n<li><span style=\"font-weight: 400\">Nh\u1eefng v\u1ea5n \u0111\u1ec1 v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng<\/span><\/li>\n<li><span style=\"font-weight: 400\">V\u1ea5n \u0111\u1ec1 v\u1ec1 k\u00edch th\u01b0\u1edbc<\/span><\/li>\n<\/ul>\n<p><em><strong>Ph\u1ea3n h\u1ed3i v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/strong><\/em><\/p>\n<ul>\n<li><span style=\"font-weight: 400\">V\u1ea5n \u0111\u1ec1 v\u1ec1 th\u1eddi gian ph\u1ea3n h\u1ed3i<\/span><\/li>\n<li><span style=\"font-weight: 400\">V\u1ea5n \u0111\u1ec1 v\u1ec1 giao ti\u1ebfp<\/span><\/li>\n<\/ul>\n<p><em><strong>Ph\u1ea3n h\u1ed3i v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u.<\/strong><\/em><\/p>\n<ul>\n<li><span style=\"font-weight: 400\">V\u1ea5n \u0111\u1ec1 v\u1ec1 Marketing<\/span><\/li>\n<li><span style=\"font-weight: 400\">V\u1ea5n \u0111\u1ec1 v\u1ec1 m\u1ea1ng x\u00e3 h\u1ed9i<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">Sau khi \u0111\u00e3 ph\u00e2n chia c\u00e1c nh\u00f3m nh\u1ecf, b\u1ea1n c\u00f3 th\u1ec3 b\u1eaft \u0111\u1ea7u theo d\u00f5i n\u1ebfu c\u00f3 m\u1ed9t v\u1ea5n \u0111\u1ec1 xu\u1ea5t hi\u1ec7n li\u00ean t\u1ee5c. T\u1eeb \u0111\u00f3 b\u1ea1n s\u1ebd d\u1ec5 d\u00e0ng \u0111\u00e1nh gi\u00e1 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 gi\u1ea3i quy\u1ebft n\u00f3 tr\u01b0\u1edbc khi kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i.<\/span><\/p>\n<p>Xem th\u00eam b\u00e0i vi\u1ebft: <a href=\"https:\/\/miraway.vn\/blog\/5-buoc-xay-dung-van-hoa-lay-khach-hang-lam-trung-tam-phan-ii\/\">5 B\u01b0\u1edbc X\u00e2y D\u1ef1ng V\u0103n H\u00f3a L\u1ea5y Kh\u00e1ch H\u00e0ng L\u00e0m Trung T\u00e2m Ph\u1ea7n II.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cho d\u00f9 b\u1ea1n kinh doanh b\u1ea5t k\u1ec3 l\u0129nh v\u1ef1c n\u00e0o th\u00ec kh\u00e1ch h\u00e0ng v\u1eabn l\u00e0 \u0111i\u1ec1u c\u1ed1t l\u00f5i c\u1ee7a m\u1ed7i doanh nghi\u1ec7p. Ng\u00e0y nay kh\u00e1ch h\u00e0ng c\u00f3 qu\u00e1 nhi\u1ec1u s\u1ef1 l\u1ef1a ch\u1ecdn, v\u00ec v\u1eady \u0111i\u1ec1u quan tr\u1ecdng h\u01a1n bao gi\u1edd h\u1ebft \u0111\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p l\u00e0 x\u00e2y d\u1ef1ng m\u1ed9t n\u1ec1n v\u0103n h\u00f3a hi\u1ec3u \u0111\u01b0\u1ee3c [&#8230;]\n","protected":false},"author":1,"featured_media":9506,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[1],"tags":[185],"class_list":["post-9491","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-centric","tag-customer-centric"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/06\/van-hoa-lay-khach-hang-lam-trung-tam-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/9491"}],"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=9491"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/9491\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/9506"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=9491"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=9491"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=9491"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}