{"id":386,"date":"2026-03-26T04:43:29","date_gmt":"2026-03-26T04:43:29","guid":{"rendered":"https:\/\/www.go-minder.com\/vi\/customer-journey-mapping-checklist-20-steps\/"},"modified":"2026-03-26T04:43:29","modified_gmt":"2026-03-26T04:43:29","slug":"customer-journey-mapping-checklist-20-steps","status":"publish","type":"post","link":"https:\/\/www.go-minder.com\/vi\/customer-journey-mapping-checklist-20-steps\/","title":{"rendered":"B\u1ea3ng ki\u1ec3m B\u1ea3n \u0111\u1ed3 H\u00e0nh tr\u00ecnh Kh\u00e1ch h\u00e0ng: 20 B\u01b0\u1edbc \u0111\u1ec3 \u0110\u1ea3m b\u1ea3o Th\u1ef1c hi\u1ec7n Ho\u00e0n h\u1ea3o"},"content":{"rendered":"<p>X\u00e2y d\u1ef1ng c\u00e2y c\u1ea7u gi\u1eefa m\u1ee5c ti\u00eau kinh doanh v\u00e0 nhu c\u1ea7u ng\u01b0\u1eddi d\u00f9ng \u0111\u00f2i h\u1ecfi s\u1ef1 ch\u00ednh x\u00e1c. B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 m\u1ed9t b\u00e0i t\u1eadp tr\u1ef1c quan h\u00f3a; \u0111\u00f3 l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 ch\u1ea9n \u0111o\u00e1n chi\u1ebfn l\u01b0\u1ee3c. N\u00f3 ti\u1ebft l\u1ed9 n\u01a1i x\u1ea3y ra s\u1ef1 c\u1ea3n tr\u1edf, n\u01a1i kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng, v\u00e0 c\u00e1ch ngu\u1ed3n l\u1ef1c \u0111\u01b0\u1ee3c ph\u00e2n b\u1ed5 qua c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac. \u0110\u1ec3 th\u1ef1c hi\u1ec7n hi\u1ec7u qu\u1ea3, c\u00e1c t\u1ed5 ch\u1ee9c c\u1ea7n m\u1ed9t ph\u01b0\u01a1ng ph\u00e1p c\u00f3 c\u1ea5u tr\u00fac. H\u01b0\u1edbng d\u1eabn n\u00e0y cung c\u1ea5p m\u1ed9t b\u1ea3ng ki\u1ec3m to\u00e0n di\u1ec7n \u0111\u01b0\u1ee3c chia th\u00e0nh c\u00e1c giai \u0111o\u1ea1n th\u1ef1c thi c\u1ee5 th\u1ec3.<\/p>\n<p>D\u00f9 b\u1ea1n \u0111ang tinh ch\u1ec9nh m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c hi\u1ec7n c\u00f3 hay b\u1eaft \u0111\u1ea7u t\u1eeb \u0111\u1ea7u, tu\u00e2n theo m\u1ed9t quy tr\u00ecnh k\u1ef7 lu\u1eadt s\u1ebd \u0111\u1ea3m b\u1ea3o b\u1ea3n \u0111\u1ed3 k\u1ebft qu\u1ea3 ph\u1ea3n \u00e1nh th\u1ef1c t\u1ebf thay v\u00ec nh\u1eefng gi\u1ea3 \u0111\u1ecbnh. C\u00e1c ph\u1ea7n ti\u1ebfp theo m\u00f4 t\u1ea3 c\u1ee5 th\u1ec3 20 b\u01b0\u1edbc, \u0111\u01b0\u1ee3c s\u1eafp x\u1ebfp \u0111\u1ec3 d\u1eabn d\u1eaft b\u1ea1n t\u1eeb giai \u0111o\u1ea1n chu\u1ea9n b\u1ecb ban \u0111\u1ea7u cho \u0111\u1ebfn t\u1ed1i \u01b0u h\u00f3a li\u00ean t\u1ee5c.<\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img alt=\"Chalkboard-style infographic illustrating a 20-step customer journey mapping checklist across 5 phases: Foundation, Discovery, Current State Mapping, Strategy Analysis, and Execution. Hand-written teacher-style visuals show key actions like defining objectives, gathering qualitative and quantitative data, mapping touchpoints and emotions, identifying pain points, prioritizing improvements, and measuring success with metrics like NPS and CES. Designed for UX teams, product managers, and marketers to visualize the end-to-end process of creating actionable customer journey maps.\" decoding=\"async\" src=\"https:\/\/www.go-minder.com\/wp-content\/uploads\/2026\/03\/customer-journey-mapping-checklist-chalkboard-infographic.jpg\"\/><\/figure>\n<\/div>\n<h2>Giai \u0111o\u1ea1n 1: N\u1ec1n t\u1ea3ng v\u00e0 Chu\u1ea9n b\u1ecb \ud83c\udfd7\ufe0f<\/h2>\n<p>Tr\u01b0\u1edbc khi v\u1ebd m\u1ed9t \u0111\u01b0\u1eddng n\u00e9t n\u00e0o, n\u1ec1n t\u1ea3ng ph\u1ea3i v\u1eefng ch\u1eafc. S\u1ef1 m\u01a1 h\u1ed3 \u1edf giai \u0111o\u1ea1n n\u00e0y d\u1eabn \u0111\u1ebfn b\u1ea3n \u0111\u1ed3 kh\u00f4ng th\u1ec3 th\u00fac \u0111\u1ea9y h\u00e0nh \u0111\u1ed9ng. C\u00e1c b\u01b0\u1edbc ban \u0111\u1ea7u n\u00e0y t\u1eadp trung v\u00e0o s\u1ef1 th\u1ed1ng nh\u1ea5t v\u00e0 x\u00e1c \u0111\u1ecbnh ph\u1ea1m vi.<\/p>\n<h3>B\u01b0\u1edbc 1: X\u00e1c \u0111\u1ecbnh M\u1ee5c ti\u00eau R\u00f5 r\u00e0ng \ud83c\udfaf<\/h3>\n<p>B\u1eaft \u0111\u1ea7u b\u1eb1ng vi\u1ec7c n\u00eau r\u00f5 m\u1ee5c \u0111\u00edch c\u1ee5 th\u1ec3 c\u1ee7a b\u00e0i t\u1eadp l\u1eadp b\u1ea3n \u0111\u1ed3. M\u1ee5c ti\u00eau l\u00e0 gi\u1ea3m t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf? C\u1ea3i thi\u1ec7n t\u1ed1c \u0111\u1ed9 tr\u00eanboarding? N\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng v\u1edbi h\u1ed7 tr\u1ee3? Kh\u00f4ng c\u00f3 m\u1ee5c ti\u00eau r\u00f5 r\u00e0ng, \u0111\u1ed9i ng\u0169 c\u00f3 nguy c\u01a1 thu th\u1eadp d\u1eef li\u1ec7u kh\u00f4ng li\u00ean quan. H\u00e3y ghi l\u1ea1i c\u00e2u h\u1ecfi kinh doanh ch\u00ednh m\u00e0 b\u1ea3n \u0111\u1ed3 c\u1ea7n tr\u1ea3 l\u1eddi.<\/p>\n<h3>B\u01b0\u1edbc 2: Th\u00e0nh l\u1eadp \u0110\u1ed9i ng\u0169 Li\u00ean ch\u1ee9c n\u0103ng \ud83d\udc65<\/h3>\n<p>L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00f4ng th\u1ec3 l\u00e0 ho\u1ea1t \u0111\u1ed9ng t\u00e1ch bi\u1ec7t. N\u00f3 \u0111\u00f2i h\u1ecfi nh\u1eefng hi\u1ec3u bi\u1ebft t\u1eeb marketing, b\u00e1n h\u00e0ng, s\u1ea3n ph\u1ea9m v\u00e0 h\u1ed7 tr\u1ee3. M\u1ed7i b\u1ed9 ph\u1eadn \u0111\u1ec1u n\u1eafm gi\u1eef m\u1ed9t m\u1ea3nh gh\u00e9p c\u1ee7a b\u1ee9c tranh. \u0110\u1ea3m b\u1ea3o c\u00e1c \u0111\u1ea1i di\u1ec7n t\u1eeb t\u1ea5t c\u1ea3 c\u00e1c ch\u1ee9c n\u0103ng li\u00ean quan tham gia v\u00e0o c\u00e1c bu\u1ed5i l\u00e0m vi\u1ec7c \u0111\u1ec3 x\u00e1c minh quy tr\u00ecnh n\u1ed9i b\u1ed9 c\u1ee7a h\u1ecd so v\u1edbi tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng b\u00ean ngo\u00e0i.<\/p>\n<h3>B\u01b0\u1edbc 3: X\u00e1c \u0111\u1ecbnh Nh\u00e2n v\u1eadt Ch\u00ednh \ud83e\uddd1\u200d\ud83d\udcbc<\/h3>\n<p>M\u1ed9t h\u00e0nh tr\u00ecnh chung chung th\u01b0\u1eddng kh\u00f4ng t\u1ea1o \u0111\u01b0\u1ee3c s\u1ef1 \u0111\u1ed3ng c\u1ea3m v\u1edbi c\u00e1c lo\u1ea1i ng\u01b0\u1eddi d\u00f9ng c\u1ee5 th\u1ec3. Ph\u00e2n kh\u00fac \u0111\u1ed1i t\u01b0\u1ee3ng c\u1ee7a b\u1ea1n d\u1ef1a tr\u00ean h\u00e0nh vi, nh\u00e2n kh\u1ea9u h\u1ecdc ho\u1eb7c m\u1ee5c \u0111\u00edch. Ch\u1ecdn nh\u00e2n v\u1eadt ch\u00ednh \u0111\u1ea1i di\u1ec7n cho k\u1ebft qu\u1ea3 kinh doanh quan tr\u1ecdng nh\u1ea5t. T\u1eadp trung n\u1ed7 l\u1ef1c l\u1eadp b\u1ea3n \u0111\u1ed3 v\u00e0o nh\u00f3m c\u1ee5 th\u1ec3 n\u00e0y \u0111\u1ec3 duy tr\u00ec s\u1ef1 r\u00f5 r\u00e0ng v\u00e0 li\u00ean quan.<\/p>\n<h3>B\u01b0\u1edbc 4: X\u00e1c \u0111\u1ecbnh Ph\u1ea1m vi v\u00e0 Gi\u1edbi h\u1ea1n \ud83d\udccf<\/h3>\n<p>M\u1ed9t h\u00e0nh tr\u00ecnh c\u00f3 th\u1ec3 k\u00e9o d\u00e0i t\u1eeb v\u00e0i n\u0103m \u0111\u1ebfn v\u00e0i ph\u00fat. X\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m b\u1eaft \u0111\u1ea7u v\u00e0 k\u1ebft th\u00fac c\u1ee7a b\u1ea3n \u0111\u1ed3. H\u00e0nh tr\u00ecnh b\u1eaft \u0111\u1ea7u t\u1eeb l\u1ea7n hi\u1ec3n th\u1ecb qu\u1ea3ng c\u00e1o \u0111\u1ea7u ti\u00ean hay l\u1ea7n \u0111\u0103ng nh\u1eadp \u0111\u1ea7u ti\u00ean? K\u1ebft th\u00fac t\u1ea1i l\u1ea7n mua h\u00e0ng \u0111\u1ea7u ti\u00ean hay gia h\u1ea1n? Vi\u1ec7c x\u00e1c \u0111\u1ecbnh c\u00e1c gi\u1edbi h\u1ea1n n\u00e0y ng\u0103n ng\u1eeba hi\u1ec7n t\u01b0\u1ee3ng m\u1edf r\u1ed9ng ph\u1ea1m vi v\u00e0 gi\u00fap ph\u00e2n t\u00edch t\u1eadp trung.<\/p>\n<h2>Giai \u0111o\u1ea1n 2: Kh\u00e1m ph\u00e1 v\u00e0 Thu th\u1eadp D\u1eef li\u1ec7u \ud83d\udd0d<\/h2>\n<p>D\u1eef li\u1ec7u l\u00e0 \u0111\u1ed9ng l\u1ef1c c\u1ee7a b\u1ea3n \u0111\u1ed3. D\u1ef1a v\u00e0o tr\u1ef1c gi\u00e1c m\u00e0 kh\u00f4ng c\u00f3 d\u1eef li\u1ec7u s\u1ebd t\u1ea1o ra m\u1ed9t c\u00e2u chuy\u1ec7n gi\u1ea3 t\u1ea1o. Giai \u0111o\u1ea1n n\u00e0y d\u00e0nh ri\u00eang \u0111\u1ec3 thu th\u1eadp b\u1eb1ng ch\u1ee9ng th\u1ef1c nghi\u1ec7m t\u1eeb c\u1ea3 h\u1ec7 th\u1ed1ng n\u1ed9i b\u1ed9 l\u1eabn ph\u1ea3n h\u1ed3i b\u00ean ngo\u00e0i.<\/p>\n<h3>B\u01b0\u1edbc 5: Thu th\u1eadp D\u1eef li\u1ec7u Ch\u1ea5t l\u01b0\u1ee3ng \ud83d\udde3\ufe0f<\/h3>\n<p>Ti\u1ebfn h\u00e0nh ph\u1ecfng v\u1ea5n v\u00e0 nh\u00f3m t\u1eadp trung \u0111\u1ec3 hi\u1ec3u b\u1ed1i c\u1ea3nh c\u1ea3m x\u00fac \u0111\u1eb1ng sau h\u00e0nh \u0111\u1ed9ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng. \u0110\u1eb7t c\u00e1c c\u00e2u h\u1ecfi m\u1edf v\u1ec1 nh\u1eefng kh\u00f3 ch\u1ecbu, \u0111\u1ed9ng l\u1ef1c v\u00e0 k\u1ef3 v\u1ecdng c\u1ee7a h\u1ecd. Nh\u1eefng hi\u1ec3u bi\u1ebft \u0111\u1ecbnh t\u00ednh s\u1ebd ti\u1ebft l\u1ed9 l\u00fd do \u201ct\u1ea1i sao\u201d \u0111\u1eb1ng sau c\u00e1c con s\u1ed1.<\/p>\n<h3>B\u01b0\u1edbc 6: Thu th\u1eadp D\u1eef li\u1ec7u \u0110\u1ecbnh l\u01b0\u1ee3ng \ud83d\udcca<\/h3>\n<p>B\u1ed5 sung ph\u1ecfng v\u1ea5n b\u1eb1ng ph\u00e2n t\u00edch d\u1eef li\u1ec7u. Xem x\u00e9t t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i, \u0111i\u1ec3m b\u1ecf cu\u1ed9c v\u00e0 th\u1eddi gian phi\u00ean l\u00e0m vi\u1ec7c. T\u00ecm ki\u1ebfm c\u00e1c xu h\u01b0\u1edbng trong phi\u1ebfu h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng v\u00e0 d\u1eef li\u1ec7u r\u1eddi b\u1ecf kh\u00e1ch h\u00e0ng. B\u1eb1ng ch\u1ee9ng \u0111\u1ecbnh l\u01b0\u1ee3ng x\u00e1c nh\u1eadn c\u00e1c c\u00e2u chuy\u1ec7n \u0111\u1ecbnh t\u00ednh v\u00e0 l\u00e0m n\u1ed5i b\u1eadt c\u00e1c \u0111i\u1ec3m g\u00e2y c\u1ea3n tr\u1edf v\u1edbi kh\u1ed1i l\u01b0\u1ee3ng l\u1edbn.<\/p>\n<h3>B\u01b0\u1edbc 7: Xem x\u00e9t T\u00e0i li\u1ec7u Hi\u1ec7n c\u00f3 \ud83d\udcdd<\/h3>\n<p>Ki\u1ec3m tra c\u00e1c b\u1ea3n ghi h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i, n\u1ed9i dung marketing v\u00e0 t\u00e0i li\u1ec7u s\u1ea3n ph\u1ea9m. Nh\u1eefng t\u00e0i li\u1ec7u n\u00e0y \u0111\u1ea1i di\u1ec7n cho ti\u1ebfng n\u00f3i ch\u00ednh th\u1ee9c c\u1ee7a t\u1ed5 ch\u1ee9c. S\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa th\u00f4ng \u0111i\u1ec7p ch\u00ednh th\u1ee9c v\u00e0 nh\u1eadn th\u1ee9c c\u1ee7a ng\u01b0\u1eddi d\u00f9ng th\u01b0\u1eddng l\u00e0 d\u1ea5u hi\u1ec7u cho th\u1ea5y c\u1ea7n c\u1ea3i thi\u1ec7n.<\/p>\n<h3>B\u01b0\u1edbc 8: Th\u1ef1c hi\u1ec7n Mua s\u1eafm B\u00ed \u1ea9n \ud83d\udd75\ufe0f<\/h3>\n<p>Tr\u1ea3i nghi\u1ec7m h\u00e0nh tr\u00ecnh nh\u01b0 m\u1ed9t kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1. \u0110i qua to\u00e0n b\u1ed9 quy tr\u00ecnh m\u1ed9t c\u00e1ch t\u1ef1 th\u00e2n. Ghi ch\u00fa l\u1ea1i m\u1ecdi t\u01b0\u01a1ng t\u00e1c, m\u00e0n h\u00ecnh t\u1ea3i, v\u00e0 m\u1ecdi y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3. Kinh nghi\u1ec7m tr\u1ef1c ti\u1ebfp n\u00e0y gi\u00fap ph\u00e1t hi\u1ec7n c\u00e1c v\u1ea5n \u0111\u1ec1 v\u1ec1 kh\u1ea3 n\u0103ng s\u1eed d\u1ee5ng m\u00e0 d\u1eef li\u1ec7u \u0111\u01a1n thu\u1ea7n c\u00f3 th\u1ec3 b\u1ecf s\u00f3t.<\/p>\n<h3>B\u01b0\u1edbc 9: Kh\u1ea3o s\u00e1t C\u00e1c B\u00ean Li\u00ean quan \ud83e\udd1d<\/h3>\n<p>Ph\u1ecfng v\u1ea5n nh\u00e2n vi\u00ean n\u1ed9i b\u1ed9 th\u01b0\u1eddng xuy\u00ean t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. C\u00e1c nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 tr\u1ef1c ti\u1ebfp v\u00e0 nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng th\u01b0\u1eddng n\u1eafm r\u00f5 nh\u1ea5t v\u1ec1 nh\u1eefng khi\u1ebfu n\u1ea1i l\u1eb7p l\u1ea1i. Nh\u1eefng hi\u1ec3u bi\u1ebft c\u1ee7a h\u1ecd cung c\u1ea5p c\u00e1i nh\u00ecn t\u1eeb h\u1eadu tr\u01b0\u1eddng v\u1ec1 th\u1ef1c t\u1ebf v\u1eadn h\u00e0nh.<\/p>\n<h2>Giai \u0111o\u1ea1n 3: L\u1eadp b\u1ea3n \u0111\u1ed3 T\u00ecnh tr\u1ea1ng Hi\u1ec7n t\u1ea1i \ud83d\udcc9<\/h2>\n<p>B\u00e2y gi\u1edd \u0111\u00e3 thu th\u1eadp d\u1eef li\u1ec7u, \u0111\u1ebfn l\u00fac tr\u1ef1c quan h\u00f3a tr\u1ea1ng th\u00e1i \u201cHi\u1ec7n t\u1ea1i\u201d. \u0110i\u1ec1u n\u00e0y t\u1ea1o ra s\u1ef1 hi\u1ec3u bi\u1ebft chung v\u1ec1 th\u1ef1c t\u1ebf hi\u1ec7n t\u1ea1i tr\u01b0\u1edbc khi \u0111\u1ec1 xu\u1ea5t thay \u0111\u1ed5i.<\/p>\n<h3>B\u01b0\u1edbc 10: L\u1eadp b\u1ea3n \u0111\u1ed3 H\u00e0nh \u0111\u1ed9ng Kh\u00e1ch h\u00e0ng \ud83d\udeb6<\/h3>\n<p>Li\u1ec7t k\u00ea c\u00e1c b\u01b0\u1edbc c\u1ee5 th\u1ec3 m\u00e0 ng\u01b0\u1eddi d\u00f9ng th\u1ef1c hi\u1ec7n \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau c\u1ee7a h\u1ecd. Chia nh\u1ecf c\u00e1c b\u01b0\u1edbc n\u00e0y th\u00e0nh c\u00e1c h\u00e0nh \u0111\u1ed9ng chi ti\u1ebft thay v\u00ec c\u00e1c giai \u0111o\u1ea1n r\u1ed9ng. V\u00ed d\u1ee5, thay v\u00ec \u201cMua h\u00e0ng\u201d, h\u00e3y d\u00f9ng \u201cCh\u1ecdn S\u1ea3n ph\u1ea9m\u201d, \u201cTh\u00eam v\u00e0o Gi\u1ecf h\u00e0ng\u201d, \u201cNh\u1eadp Th\u00f4ng tin Giao h\u00e0ng\u201d v\u00e0 \u201cX\u00e1c nh\u1eadn Thanh to\u00e1n\u201d.<\/p>\n<h3>B\u01b0\u1edbc 11: X\u00e1c \u0111\u1ecbnh C\u00e1c \u0110i\u1ec3m Ti\u1ebfp X\u00fac \ud83d\udcf1<\/h3>\n<p>Nh\u00e3n t\u1eebng \u0111i\u1ec3m t\u01b0\u01a1ng t\u00e1c gi\u1eefa ng\u01b0\u1eddi d\u00f9ng v\u00e0 t\u1ed5 ch\u1ee9c. Nh\u1eefng \u0111i\u1ec3m n\u00e0y bao g\u1ed3m email, qu\u1ea3ng c\u00e1o, trang web, cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i v\u00e0 c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u1eadt l\u00fd. \u0110\u1ea3m b\u1ea3o m\u1ecdi k\u00eanh \u0111\u1ec1u \u0111\u01b0\u1ee3c t\u00ednh \u0111\u1ebfn \u0111\u1ec3 th\u1ea5y \u0111\u01b0\u1ee3c b\u1ee9c tranh to\u00e0n di\u1ec7n.<\/p>\n<h3>B\u01b0\u1edbc 12: V\u1ebd b\u1ea3n \u0111\u1ed3 c\u1ea3m x\u00fac \ud83d\ude0a\ud83d\ude20<\/h3>\n<p>V\u1ebd qu\u1ef9 \u0111\u1ea1o c\u1ea3m x\u00fac c\u1ee7a ng\u01b0\u1eddi d\u00f9ng \u1edf m\u1ed7i b\u01b0\u1edbc. H\u1ecd c\u00f3 lo l\u1eafng trong qu\u00e1 tr\u00ecnh thanh to\u00e1n kh\u00f4ng? H\u00e0o h\u1ee9ng trong qu\u00e1 tr\u00ecnh \u0111\u0103ng k\u00fd s\u1eed d\u1ee5ng kh\u00f4ng? S\u1eed d\u1ee5ng \u0111\u01b0\u1eddng cong ho\u1eb7c thang \u0111i\u1ec3m \u0111\u1ec3 bi\u1ec3u di\u1ec5n c\u1ea3m x\u00fac. \u0110i\u1ec1u n\u00e0y l\u00e0m n\u1ed5i b\u1eadt nh\u1eefng kho\u1ea3nh kh\u1eafc c\u0103ng th\u1eb3ng cao ho\u1eb7c ni\u1ec1m vui c\u1ea7n \u0111\u01b0\u1ee3c ch\u00fa \u00fd.<\/p>\n<h3>B\u01b0\u1edbc 13: Ghi ch\u00e9p quy tr\u00ecnh n\u1ed9i b\u1ed9 (ph\u00eda sau c\u00e1nh g\u00e0) \ud83c\udfe2<\/h3>\n<p>Tr\u1ef1c quan h\u00f3a nh\u1eefng g\u00ec x\u1ea3y ra ph\u00eda sau h\u1eadu tr\u01b0\u1eddng \u0111\u1ec3 h\u1ed7 tr\u1ee3 t\u1eebng \u0111i\u1ec3m ti\u1ebfp x\u00fac. V\u00e9 h\u1ed7 tr\u1ee3 \u0111\u01b0\u1ee3c chuy\u1ec3n \u0111\u1ebfn chuy\u00ean gia nh\u01b0 th\u1ebf n\u00e0o? \u0110\u01a1n h\u00e0ng \u0111\u01b0\u1ee3c x\u1eed l\u00fd ra sao? Hi\u1ec3u r\u00f5 quy tr\u00ecnh n\u1ed9i b\u1ed9 s\u1ebd ti\u1ebft l\u1ed9 c\u00e1c \u0111i\u1ec3m ngh\u1ebdn l\u00e0m ch\u1eadm vi\u1ec7c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 cho kh\u00e1ch h\u00e0ng.<\/p>\n<h3>B\u01b0\u1edbc 14: L\u00e0m n\u1ed5i b\u1eadt c\u00e1c \u0111i\u1ec3m \u0111au \ud83d\udea7<\/h3>\n<p>Ghi ch\u00fa t\u1eebng kho\u1ea3nh kh\u1eafc g\u00e2y kh\u00f3 ch\u1ecbu, nh\u1ea7m l\u1eabn ho\u1eb7c tr\u00ec ho\u00e3n. \u0110\u00e2y l\u00e0 nh\u1eefng v\u1ea5n \u0111\u1ec1 then ch\u1ed1t c\u1ea7n \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft. S\u1eed d\u1ee5ng m\u00e3 m\u00e0u ho\u1eb7c bi\u1ec3u t\u01b0\u1ee3ng \u0111\u1ec3 ph\u00e2n bi\u1ec7t gi\u1eefa nh\u1eefng r\u1eafc r\u1ed1i nh\u1ecf v\u00e0 c\u00e1c r\u00e0o c\u1ea3n l\u1edbn g\u00e2y b\u1ecf cu\u1ed9c c\u1ee7a ng\u01b0\u1eddi d\u00f9ng.<\/p>\n<h2>Giai \u0111o\u1ea1n 4: Ph\u00e2n t\u00edch v\u00e0 chi\u1ebfn l\u01b0\u1ee3c \ud83d\udca1<\/h2>\n<p>M\u1ed9t b\u1ea3n \u0111\u1ed3 s\u1ebd v\u00f4 d\u1ee5ng n\u1ebfu kh\u00f4ng c\u00f3 th\u00f4ng tin h\u00e0nh \u0111\u1ed9ng. Giai \u0111o\u1ea1n n\u00e0y bao g\u1ed3m vi\u1ec7c di\u1ec5n gi\u1ea3i d\u1eef li\u1ec7u \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u01a1 h\u1ed9i c\u1ea3i thi\u1ec7n v\u00e0 nh\u1eefng thay \u0111\u1ed5i chi\u1ebfn l\u01b0\u1ee3c.<\/p>\n<h3>B\u01b0\u1edbc 15: X\u00e1c \u0111\u1ecbnh nh\u1eefng kho\u1ea3nh kh\u1eafc then ch\u1ed1t \ud83c\udf1f<\/h3>\n<p>X\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c nh\u1eefng t\u01b0\u01a1ng t\u00e1c \u0111\u1ecbnh h\u00ecnh nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u. \u0110\u00e2y l\u00e0 nh\u1eefng kho\u1ea3nh kh\u1eafc then ch\u1ed1t khi ng\u01b0\u1eddi d\u00f9ng quy\u1ebft \u0111\u1ecbnh \u1edf l\u1ea1i hay r\u1eddi \u0111i. \u01afu ti\u00ean ngu\u1ed3n l\u1ef1c \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o nh\u1eefng kho\u1ea3nh kh\u1eafc n\u00e0y ho\u00e0n h\u1ea3o.<\/p>\n<h3>B\u01b0\u1edbc 16: T\u1ed5ng h\u1ee3p th\u00f4ng tin nh\u1eadn th\u1ee9c \ud83e\udde9<\/h3>\n<p>T\u00ecm ki\u1ebfm c\u00e1c m\u1eabu h\u00ecnh trong d\u1eef li\u1ec7u. Nhi\u1ec1u ng\u01b0\u1eddi d\u00f9ng c\u00f3 b\u1ecf cu\u1ed9c \u1edf c\u00f9ng m\u1ed9t giai \u0111o\u1ea1n kh\u00f4ng? C\u00f3 khi\u1ebfu n\u1ea1i ph\u1ed5 bi\u1ebfn v\u1ec1 \u0111\u1ed9 r\u00f5 r\u00e0ng trong h\u00f3a \u0111\u01a1n kh\u00f4ng? Nh\u00f3m c\u00e1c ph\u00e1t hi\u1ec7n n\u00e0y l\u1ea1i \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c v\u1ea5n \u0111\u1ec1 h\u1ec7 th\u1ed1ng thay v\u00ec c\u00e1c s\u1ef1 c\u1ed1 ri\u00eang l\u1ebb.<\/p>\n<h3>B\u01b0\u1edbc 17: \u01afu ti\u00ean c\u01a1 h\u1ed9i \ud83d\ude80<\/h3>\n<p>Kh\u00f4ng ph\u1ea3i m\u1ecdi c\u1ea3i ti\u1ebfn n\u00e0o c\u0169ng c\u00f3 th\u1ec3 x\u1ea3y ra c\u00f9ng l\u00fac. S\u1eed d\u1ee5ng m\u1ed9t khung d\u1ef1a tr\u00ean t\u00e1c \u0111\u1ed9ng v\u00e0 n\u1ed7 l\u1ef1c \u0111\u1ec3 x\u1ebfp h\u1ea1ng c\u00e1c c\u01a1 h\u1ed9i. T\u1eadp trung v\u00e0o nh\u1eefng th\u00e0nh c\u00f4ng nhanh \u0111\u1ec3 t\u1ea1o \u0111\u00e0, \u0111\u1ed3ng th\u1eddi l\u00ean k\u1ebf ho\u1ea1ch cho c\u00e1c thay \u0111\u1ed5i c\u1ea5u tr\u00fac d\u00e0i h\u1ea1n.<\/p>\n<h3>B\u01b0\u1edbc 18: Thi\u1ebft k\u1ebf tr\u1ea1ng th\u00e1i t\u01b0\u01a1ng lai (D\u1ef1 ki\u1ebfn) \ud83c\udfc1<\/h3>\n<p>T\u1ea1o b\u1ea3n \u0111\u1ed3 th\u1ee9 hai \u0111\u1ea1i di\u1ec7n cho tr\u1ea3i nghi\u1ec7m l\u00fd t\u01b0\u1edfng. Hi\u1ec3n th\u1ecb c\u00e1ch c\u00e1c quy tr\u00ecnh n\u00ean tr\u00f4ng nh\u01b0 th\u1ebf n\u00e0o sau khi c\u1ea3i ti\u1ebfn \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n. B\u1ea3n \u0111\u1ed3 n\u00e0y \u0111\u00f3ng vai tr\u00f2 nh\u01b0 b\u1ea3n v\u1ebd thi\u1ebft k\u1ebf cho c\u00e1c \u0111\u1ed9i ng\u0169 ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5.<\/p>\n<h3>B\u01b0\u1edbc 19: X\u00e1c \u0111\u1ecbnh c\u00e1c ch\u1ec9 s\u1ed1 th\u00e0nh c\u00f4ng \ud83d\udccf<\/h3>\n<p>Thi\u1ebft l\u1eadp c\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t ch\u00ednh \u0111\u1ec3 \u0111o l\u01b0\u1eddng t\u00e1c \u0111\u1ed9ng c\u1ee7a c\u00e1c thay \u0111\u1ed5i. C\u00e1c ch\u1ec9 s\u1ed1 c\u00f3 th\u1ec3 bao g\u1ed3m \u0110i\u1ec3m NPS (Net Promoter Score), \u0110i\u1ec3m N\u1ed7 l\u1ef1c Kh\u00e1ch h\u00e0ng (CES), ho\u1eb7c gi\u1ea3m s\u1ed1 l\u01b0\u1ee3ng v\u00e9 h\u1ed7 tr\u1ee3. \u0110\u1ea3m b\u1ea3o c\u00e1c ch\u1ec9 s\u1ed1 n\u00e0y ph\u00f9 h\u1ee3p v\u1edbi m\u1ee5c ti\u00eau ban \u0111\u1ea7u.<\/p>\n<h2>Giai \u0111o\u1ea1n 5: Tri\u1ec3n khai v\u00e0 l\u1eb7p l\u1ea1i \ud83d\udd04<\/h2>\n<p>Giai \u0111o\u1ea1n cu\u1ed1i c\u00f9ng \u0111\u1ea3m b\u1ea3o b\u1ea3n \u0111\u1ed3 \u0111\u01b0\u1ee3c chuy\u1ec3n h\u00f3a th\u00e0nh k\u1ebft qu\u1ea3 c\u1ee5 th\u1ec3 v\u00e0 v\u1eabn gi\u1eef \u0111\u01b0\u1ee3c t\u00ednh ph\u00f9 h\u1ee3p theo th\u1eddi gian.<\/p>\n<h3>B\u01b0\u1edbc 20: \u0110\u1ea3m b\u1ea3o s\u1ef1 \u0111\u1ed3ng thu\u1eadn t\u1eeb c\u00e1c b\u00ean li\u00ean quan \ud83d\udce2<\/h3>\n<p>Tr\u00ecnh b\u00e0y k\u1ebft qu\u1ea3 nghi\u00ean c\u1ee9u v\u00e0 tr\u1ea1ng th\u00e1i t\u01b0\u01a1ng lai \u0111\u01b0\u1ee3c \u0111\u1ec1 xu\u1ea5t cho ban l\u00e3nh \u0111\u1ea1o v\u00e0 c\u00e1c tr\u01b0\u1edfng ph\u00f2ng. \u0110\u1ea3m b\u1ea3o cam k\u1ebft v\u1ec1 ng\u00e2n s\u00e1ch v\u00e0 ngu\u1ed3n l\u1ef1c c\u1ea7n thi\u1ebft cho tri\u1ec3n khai. Thi\u1ebfu s\u1ef1 h\u1ed7 tr\u1ee3 t\u1eeb c\u1ea5p cao, c\u00e1c s\u00e1ng ki\u1ebfn th\u01b0\u1eddng b\u1ecb \u0111\u00ecnh tr\u1ec7.<\/p>\n<h3>B\u01b0\u1edbc 21: Tri\u1ec3n khai thay \u0111\u1ed5i \ud83d\udee0\ufe0f<\/h3>\n<p>Chuy\u1ec3n \u0111\u1ed5i l\u1ed9 tr\u00ecnh th\u00e0nh c\u00e1c nhi\u1ec7m v\u1ee5 c\u1ee5 th\u1ec3. Giao tr\u00e1ch nhi\u1ec7m cho t\u1eebng nhi\u1ec7m v\u1ee5. C\u1eadp nh\u1eadt giao di\u1ec7n ng\u01b0\u1eddi d\u00f9ng, vi\u1ebft l\u1ea1i n\u1ed9i dung ho\u1eb7c \u0111\u00e0o t\u1ea1o l\u1ea1i nh\u00e2n vi\u00ean khi c\u1ea7n thi\u1ebft. Theo d\u00f5i ti\u1ebfn \u0111\u1ed9 theo ti\u1ebfn \u0111\u1ed9 \u0111\u00e3 \u0111\u1ecbnh trong giai \u0111o\u1ea1n chi\u1ebfn l\u01b0\u1ee3c.<\/p>\n<h3>B\u01b0\u1edbc 22: Thi\u1ebft l\u1eadp l\u1ecbch tr\u00ecnh xem x\u00e9t \ud83d\udcc5<\/h3>\n<p>H\u00e0nh vi kh\u00e1ch h\u00e0ng thay \u0111\u1ed5i theo th\u1eddi gian. L\u00ean l\u1ecbch xem x\u00e9t \u0111\u1ecbnh k\u1ef3 b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh. C\u1eadp nh\u1eadt n\u00f3 m\u1ed7i khi c\u00f3 thay \u0111\u1ed5i l\u1edbn v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c thay \u0111\u1ed5i t\u00ecnh h\u00ecnh th\u1ecb tr\u01b0\u1eddng. Xem b\u1ea3n \u0111\u1ed3 nh\u01b0 m\u1ed9t t\u00e0i li\u1ec7u s\u1ed1ng, ch\u1ee9 kh\u00f4ng ph\u1ea3i m\u1ed9t kho l\u01b0u tr\u1eef t\u0129nh.<\/p>\n<h3>B\u01b0\u1edbc 23: Gi\u00e1m s\u00e1t v\u00e0 \u0111o l\u01b0\u1eddng \ud83d\udcc8<\/h3>\n<p>Theo d\u00f5i li\u00ean t\u1ee5c c\u00e1c ch\u1ec9 s\u1ed1 th\u00e0nh c\u00f4ng \u0111\u00e3 x\u00e1c \u0111\u1ecbnh. So s\u00e1nh hi\u1ec7u su\u1ea5t hi\u1ec7n t\u1ea1i v\u1edbi m\u1ee9c chu\u1ea9n \u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp trong giai \u0111o\u1ea1n chu\u1ea9n b\u1ecb. S\u1eed d\u1ee5ng d\u1eef li\u1ec7u \u0111\u1ec3 x\u00e1c minh xem c\u00e1c thay \u0111\u1ed5i \u0111\u00e3 tri\u1ec3n khai c\u00f3 mang l\u1ea1i k\u1ebft qu\u1ea3 mong \u0111\u1ee3i hay kh\u00f4ng.<\/p>\n<h3>B\u01b0\u1edbc 24: L\u1eb7p l\u1ea1i v\u00e0 tinh ch\u1ec9nh \ud83d\udd04<\/h3>\n<p>D\u1ef1a tr\u00ean k\u1ebft qu\u1ea3 gi\u00e1m s\u00e1t, \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c. N\u1ebfu m\u1ed9t bi\u1ec7n ph\u00e1p kh\u1eafc ph\u1ee5c kh\u00f4ng hi\u1ec7u qu\u1ea3, h\u00e3y t\u00ecm hi\u1ec3u l\u00fd do. N\u1ebfu m\u1ed9t \u0111i\u1ec3m \u0111au m\u1edbi xu\u1ea5t hi\u1ec7n, h\u00e3y th\u00eam n\u00f3 v\u00e0o b\u1ea3n \u0111\u1ed3. Vi\u1ec7c tinh ch\u1ec9nh li\u00ean t\u1ee5c l\u00e0 c\u00e1ch duy nh\u1ea5t \u0111\u1ec3 duy tr\u00ec l\u1ee3i th\u1ebf c\u1ea1nh tranh.<\/p>\n<h2>Ma tr\u1eadn vai tr\u00f2 v\u00e0 tr\u00e1ch nhi\u1ec7m \ud83d\udc65<\/h2>\n<p>S\u1ef1 r\u00f5 r\u00e0ng v\u1ec1 vai tr\u00f2 gi\u00fap ng\u0103n ng\u1eeba s\u1ef1 nh\u1ea7m l\u1eabn trong qu\u00e1 tr\u00ecnh th\u1ef1c hi\u1ec7n. S\u1eed d\u1ee5ng b\u1ea3ng d\u01b0\u1edbi \u0111\u00e2y \u0111\u1ec3 giao tr\u00e1ch nhi\u1ec7m cho c\u00e1c ho\u1ea1t \u0111\u1ed9ng ch\u00ednh trong qu\u00e1 tr\u00ecnh l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh.<\/p>\n<table>\n<thead>\n<tr>\n<th>Vai tr\u00f2<\/th>\n<th>Tr\u00e1ch nhi\u1ec7m ch\u00ednh<\/th>\n<th>K\u1ebft qu\u1ea3 ch\u00ednh<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><strong>Tr\u01b0\u1edfng d\u1ef1 \u00e1n<\/strong><\/td>\n<td>Ph\u1ed1i h\u1ee3p t\u1ed5ng th\u1ec3 v\u00e0 qu\u1ea3n l\u00fd ti\u1ebfn \u0111\u1ed9<\/td>\n<td>K\u1ebf ho\u1ea1ch d\u1ef1 \u00e1n &amp; Ti\u1ebfn \u0111\u1ed9<\/td>\n<\/tr>\n<tr>\n<td><strong>Nh\u00e0 nghi\u00ean c\u1ee9u UX<\/strong><\/td>\n<td>Th\u1ef1c hi\u1ec7n ph\u1ecfng v\u1ea5n v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u<\/td>\n<td>B\u00e1o c\u00e1o k\u1ebft qu\u1ea3 nghi\u00ean c\u1ee9u<\/td>\n<\/tr>\n<tr>\n<td><strong>Qu\u1ea3n l\u00fd s\u1ea3n ph\u1ea9m<\/strong><\/td>\n<td>X\u00e1c \u0111\u1ecbnh y\u00eau c\u1ea7u ch\u1ee9c n\u0103ng v\u00e0 t\u00ednh n\u0103ng<\/td>\n<td>B\u1ea3n \u0111\u1ed3 s\u1ea3n ph\u1ea9m<\/td>\n<\/tr>\n<tr>\n<td><strong>Tr\u01b0\u1edfng nh\u00f3m Marketing<\/strong><\/td>\n<td>\u0110\u1ea3m b\u1ea3o s\u1ef1 nh\u1ea5t qu\u00e1n v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u v\u00e0 th\u00f4ng \u0111i\u1ec7p<\/td>\n<td>Chi\u1ebfn l\u01b0\u1ee3c truy\u1ec1n th\u00f4ng<\/td>\n<\/tr>\n<tr>\n<td><strong>Tr\u01b0\u1edfng nh\u00f3m H\u1ed7 tr\u1ee3<\/strong><\/td>\n<td>X\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m ngh\u1ebdn v\u1eadn h\u00e0nh v\u00e0 kho\u1ea3ng tr\u1ed1ng h\u1ed7 tr\u1ee3<\/td>\n<td>Danh s\u00e1ch c\u1ea3i ti\u1ebfn quy tr\u00ecnh<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2>Nh\u1eefng sai l\u1ea7m ph\u1ed5 bi\u1ebfn c\u1ea7n tr\u00e1nh \u26a0\ufe0f<\/h2>\n<p>Ngay c\u1ea3 khi c\u00f3 danh s\u00e1ch ki\u1ec3m tra v\u1eefng ch\u1eafc, c\u00e1c \u0111\u1ed9i th\u01b0\u1eddng v\u1ea5p ph\u1ea3i v\u1ea5n \u0111\u1ec1 trong qu\u00e1 tr\u00ecnh th\u1ef1c hi\u1ec7n. Nh\u1eadn th\u1ee9c v\u1ec1 nh\u1eefng sai l\u1ea7m ph\u1ed5 bi\u1ebfn gi\u00fap gi\u1ea3m thi\u1ec3u r\u1ee7i ro.<\/p>\n<ul>\n<li><strong>D\u1ef1 \u0111o\u00e1n thay v\u00ec b\u1eb1ng ch\u1ee9ng:<\/strong>D\u1ef1a v\u00e0o nh\u1eefng g\u00ec ban l\u00e3nh \u0111\u1ea1o ngh\u0129 ng\u01b0\u1eddi d\u00f9ng mu\u1ed1n thay v\u00ec nh\u1eefng g\u00ec ng\u01b0\u1eddi d\u00f9ng th\u1ef1c s\u1ef1 l\u00e0m.<\/li>\n<li><strong>Ph\u1ea1m vi qu\u00e1 r\u1ed9ng:<\/strong>Th\u1eed v\u1ebd b\u1ea3n \u0111\u1ed3 m\u1ecdi h\u00e0nh tr\u00ecnh kh\u1ea3 d\u0129 c\u00f9ng l\u00fac s\u1ebd d\u1eabn \u0111\u1ebfn t\u00ea li\u1ec7t. H\u00e3y t\u1eadp trung v\u00e0o m\u1ed9t h\u00e0nh tr\u00ecnh then ch\u1ed1t tr\u01b0\u1edbc.<\/li>\n<li><strong>B\u1ecf qua quy tr\u00ecnh n\u1ed9i b\u1ed9:<\/strong>Ch\u1ec9 t\u1eadp trung v\u00e0o ph\u00eda tr\u01b0\u1edbc m\u00e0 b\u1ecf qua c\u00e1c h\u1ec7 th\u1ed1ng ph\u00eda sau h\u1ed7 tr\u1ee3 tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng.<\/li>\n<li><strong>Thi\u1ebfu h\u00e0nh \u0111\u1ed9ng<\/strong> T\u1ea1o m\u1ed9t b\u1ea3n \u0111\u1ed3 \u0111\u1eb9p \u0111\u1ebd n\u1eb1m trong m\u1ed9t th\u01b0 m\u1ee5c m\u00e0 kh\u00f4ng g\u00e2y ra b\u1ea5t k\u1ef3 thay \u0111\u1ed5i hay d\u1ef1 \u00e1n n\u00e0o.<\/li>\n<li><strong> T\u00e0i li\u1ec7u t\u0129nh:<\/strong> Xem b\u1ea3n \u0111\u1ed3 nh\u01b0 m\u1ed9t s\u1ea3n ph\u1ea9m giao n\u1ed9p m\u1ed9t l\u1ea7n thay v\u00ec m\u1ed9t t\u00e0i li\u1ec7u chi\u1ebfn l\u01b0\u1ee3c s\u1ed1ng \u0111\u1ed9ng.<\/li>\n<\/ul>\n<h2> C\u00e1c ch\u1ec9 s\u1ed1 ch\u00ednh cho th\u00e0nh c\u00f4ng \ud83d\udcca<\/h2>\n<p> \u0110o l\u01b0\u1eddng t\u00e1c \u0111\u1ed9ng c\u1ee7a vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \u0111\u00f2i h\u1ecfi c\u00e1c ch\u1ec9 s\u1ed1 c\u1ee5 th\u1ec3. Theo d\u00f5i c\u00e1c ch\u1ec9 s\u1ed1 n\u00e0y \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t.<\/p>\n<table>\n<thead>\n<tr>\n<th>Ch\u1ec9 s\u1ed1<\/th>\n<th>\u0110\u1ecbnh ngh\u0129a<\/th>\n<th>M\u1ee5c ti\u00eau<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><strong>Ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c kh\u00e1ch h\u00e0ng (CES)<\/strong><\/td>\n<td>\u0110o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 d\u1ec5 d\u00e0ng \u0111\u1ec3 kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5<\/td>\n<td>\u0110i\u1ec3m th\u1ea5p h\u01a1n (D\u1ec5 h\u01a1n)<\/td>\n<\/tr>\n<tr>\n<td><strong>Ch\u1ec9 s\u1ed1 ng\u01b0\u1eddi \u0111\u1ec1 c\u1eed r\u00f2ng (NPS)<\/strong><\/td>\n<td>\u0110o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u<\/td>\n<td>\u0110i\u1ec3m cao h\u01a1n<\/td>\n<\/tr>\n<tr>\n<td><strong>T\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i<\/strong><\/td>\n<td>T\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m ng\u01b0\u1eddi d\u00f9ng ho\u00e0n th\u00e0nh h\u00e0nh \u0111\u1ed9ng mong mu\u1ed1n<\/td>\n<td>Xu h\u01b0\u1edbng t\u0103ng l\u00ean<\/td>\n<\/tr>\n<tr>\n<td><strong>T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf<\/strong><\/td>\n<td>T\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng ng\u1eebng s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5<\/td>\n<td>Xu h\u01b0\u1edbng gi\u1ea3m xu\u1ed1ng<\/td>\n<\/tr>\n<tr>\n<td><strong>Th\u1eddi gian gi\u1ea3i quy\u1ebft<\/strong><\/td>\n<td>Th\u1eddi gian trung b\u00ecnh \u0111\u1ec3 gi\u1ea3i quy\u1ebft m\u1ed9t v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng<\/td>\n<td>Th\u1eddi l\u01b0\u1ee3ng th\u1ea5p h\u01a1n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2>Suy ngh\u0129 cu\u1ed1i c\u00f9ng v\u1ec1 s\u1ef1 \u0111\u1ed3ng b\u1ed9 chi\u1ebfn l\u01b0\u1ee3c \ud83c\udfaf<\/h2>\n<p>Gi\u00e1 tr\u1ecb c\u1ee7a b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng n\u1eb1m \u1edf kh\u1ea3 n\u0103ng \u0111\u1ed3ng b\u1ed9 h\u00f3a ho\u1ea1t \u0111\u1ed9ng n\u1ed9i b\u1ed9 v\u1edbi k\u1ef3 v\u1ecdng b\u00ean ngo\u00e0i. N\u00f3 bu\u1ed9c t\u1ed5 ch\u1ee9c ph\u1ea3i nh\u00ecn qua g\u00f3c nh\u00ecn c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 x\u00e1c \u0111\u1ecbnh kho\u1ea3ng c\u00e1ch gi\u1eefa nh\u1eefng g\u00ec \u0111\u01b0\u1ee3c h\u1ee9a h\u1eb9n v\u00e0 nh\u1eefng g\u00ec \u0111\u01b0\u1ee3c cung c\u1ea5p. Th\u00e0nh c\u00f4ng kh\u00f4ng \u0111\u01b0\u1ee3c \u0111o b\u1eb1ng s\u1ed1 trang \u0111\u01b0\u1ee3c t\u1ea1o ra, m\u00e0 b\u1eb1ng nh\u1eefng c\u1ea3i ti\u1ebfn c\u1ee5 th\u1ec3 v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng v\u00e0 k\u1ebft qu\u1ea3 kinh doanh.<\/p>\n<p>B\u1eb1ng c\u00e1ch tu\u00e2n th\u1ee7 khung 20 b\u01b0\u1edbc n\u00e0y, c\u00e1c \u0111\u1ed9i nh\u00f3m c\u00f3 th\u1ec3 \u0111\u1ea3m b\u1ea3o m\u1ed9t c\u00e1ch ti\u1ebfp c\u1eadn c\u00f3 h\u1ec7 th\u1ed1ng trong thi\u1ebft k\u1ebf tr\u1ea3i nghi\u1ec7m. Quy tr\u00ecnh \u0111\u00f2i h\u1ecfi s\u1ef1 k\u1ef7 lu\u1eadt v\u00e0 d\u1eef li\u1ec7u trung th\u1ef1c, nh\u01b0ng ph\u1ea7n th\u01b0\u1edfng l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c th\u1ed1ng nh\u1ea5t th\u00fac \u0111\u1ea9y t\u0103ng tr\u01b0\u1edfng v\u00e0 l\u00f2ng trung th\u00e0nh. Gi\u1eef b\u1ea3n \u0111\u1ed3 d\u1ec5 ti\u1ebfp c\u1eadn, gi\u1eef d\u1eef li\u1ec7u lu\u00f4n c\u1eadp nh\u1eadt, v\u00e0 lu\u00f4n t\u1eadp trung v\u00e0o y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi \u0111\u1eb1ng sau m\u1ed7i giao d\u1ecbch.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>X\u00e2y d\u1ef1ng c\u00e2y c\u1ea7u gi\u1eefa m\u1ee5c ti\u00eau kinh doanh v\u00e0 nhu c\u1ea7u ng\u01b0\u1eddi d\u00f9ng \u0111\u00f2i h\u1ecfi s\u1ef1 ch\u00ednh x\u00e1c. B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0&hellip;<\/p>\n","protected":false},"author":1,"featured_media":387,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_title":"B\u1ea3ng ki\u1ec3m l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng: 20 b\u01b0\u1edbc cho th\u00e0nh c\u00f4ng \ud83d\uddfa\ufe0f","_yoast_wpseo_metadesc":"H\u01b0\u1edbng d\u1eabn chi ti\u1ebft 20 b\u01b0\u1edbc \u0111\u1ec3 x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3. 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