{"id":409,"date":"2026-03-25T12:07:33","date_gmt":"2026-03-25T12:07:33","guid":{"rendered":"https:\/\/www.go-minder.com\/vi\/customer-journey-mapping-defined-beginner-overview-cx-managers\/"},"modified":"2026-03-25T12:07:33","modified_gmt":"2026-03-25T12:07:33","slug":"customer-journey-mapping-defined-beginner-overview-cx-managers","status":"publish","type":"post","link":"https:\/\/www.go-minder.com\/vi\/customer-journey-mapping-defined-beginner-overview-cx-managers\/","title":{"rendered":"\u0110\u1ecbnh ngh\u0129a B\u1ea3n \u0111\u1ed3 H\u00e0nh tr\u00ecnh Kh\u00e1ch h\u00e0ng: T\u1ed5ng quan to\u00e0n di\u1ec7n cho ng\u01b0\u1eddi m\u1edbi b\u1eaft \u0111\u1ea7u d\u00e0nh cho c\u00e1c qu\u1ea3n l\u00fd CX"},"content":{"rendered":"

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 t\u1ed5ng h\u1ee3p c\u1ee7a m\u1ecdi t\u01b0\u01a1ng t\u00e1c m\u00e0 m\u1ed9t ng\u01b0\u1eddi c\u00f3 v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n. \u0110\u00f3 kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t giao d\u1ecbch duy nh\u1ea5t, m\u00e0 l\u00e0 m\u1ed9t c\u1ed1t truy\u1ec7n li\u00ean t\u1ee5c. \u0110\u1ed1i v\u1edbi c\u00e1c qu\u1ea3n l\u00fd CX, vi\u1ec7c hi\u1ec3u \u0111\u01b0\u1ee3c c\u1ed1t truy\u1ec7n n\u00e0y l\u00e0 n\u1ec1n t\u1ea3ng cho chi\u1ebfn l\u01b0\u1ee3c. B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng cung c\u1ea5p c\u1ea5u tr\u00fac \u0111\u1ec3 tr\u1ef1c quan h\u00f3a c\u1ed1t truy\u1ec7n n\u00e0y. N\u00f3 bi\u1ebfn d\u1eef li\u1ec7u tr\u1eebu t\u01b0\u1ee3ng th\u00e0nh m\u1ed9t c\u00e2u chuy\u1ec7n c\u1ee5 th\u1ec3. H\u01b0\u1edbng d\u1eabn n\u00e0y \u0111\u1ecbnh ngh\u0129a r\u00f5 th\u1ef1c h\u00e0nh, ph\u00e2n t\u00edch chi ti\u1ebft c\u01a1 ch\u1ebf v\u00e0 gi\u1ea3i th\u00edch c\u00e1ch \u00e1p d\u1ee5ng hi\u1ec7u qu\u1ea3.<\/p>\n

Nhi\u1ec1u nh\u00f3m nh\u1ea7m l\u1eabn b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh v\u1edbi s\u01a1 \u0111\u1ed3 lu\u1ed3ng th\u00f4ng th\u01b0\u1eddng. S\u01a1 \u0111\u1ed3 lu\u1ed3ng th\u1ec3 hi\u1ec7n logic. B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh th\u1ec3 hi\u1ec7n c\u1ea3m x\u00fac, b\u1ed1i c\u1ea3nh v\u00e0 h\u00e0nh vi con ng\u01b0\u1eddi. Khi \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n \u0111\u00fang c\u00e1ch, n\u00f3 ph\u01a1i b\u00e0y nh\u1eefng \u0111i\u1ec3m ngh\u1ebdn \u1ea9n trong c\u00e1c quy tr\u00ecnh ph\u1ee9c t\u1ea1p. N\u00f3 \u0111\u1ed3ng thu\u1eadn h\u00f3a c\u00e1c nh\u00f3m n\u1ed9i b\u1ed9 xung quanh m\u1ed9t quan \u0111i\u1ec3m kh\u00e1ch h\u00e0ng chung. T\u00e0i li\u1ec7u n\u00e0y \u0111\u00f3ng vai tr\u00f2 l\u00e0 t\u00e0i li\u1ec7u tham kh\u1ea3o to\u00e0n di\u1ec7n cho b\u1ea5t k\u1ef3 ai mu\u1ed1n tri\u1ec3n khai ho\u1eb7c ho\u00e0n thi\u1ec7n l\u0129nh v\u1ef1c n\u00e0y.<\/p>\n

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\"Marker-style<\/figure>\n<\/div>\n

Ch\u00ednh x\u00e1c th\u00ec B\u1ea3n \u0111\u1ed3 H\u00e0nh tr\u00ecnh Kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? \ud83e\udd14<\/h2>\n

\u1ede c\u1ed1t l\u00f5i, b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t b\u00e0i t\u1eadp tr\u1ef1c quan h\u00f3a. N\u00f3 minh h\u1ecda quy tr\u00ecnh m\u00e0 kh\u00e1ch h\u00e0ng tr\u1ea3i qua khi t\u01b0\u01a1ng t\u00e1c v\u1edbi m\u1ed9t c\u00f4ng ty. Quy tr\u00ecnh n\u00e0y tr\u1ea3i d\u00e0i qua nhi\u1ec1u k\u00eanh v\u00e0 \u0111i\u1ec3m ti\u1ebfp x\u00fac. N\u00f3 bao qu\u00e1t to\u00e0n b\u1ed9 v\u00f2ng \u0111\u1eddi, t\u1eeb nh\u1eadn th\u1ee9c ban \u0111\u1ea7u \u0111\u1ebfn vi\u1ec7c truy\u1ec1n b\u00e1 sau mua h\u00e0ng.<\/p>\n

Kh\u00e1c v\u1edbi b\u1ea3n \u0111\u1ed3 quy tr\u00ecnh th\u00f4ng th\u01b0\u1eddng t\u1eadp trung v\u00e0o hi\u1ec7u qu\u1ea3, b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh t\u1eadp trung v\u00e0o tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. N\u00f3 tr\u1ea3 l\u1eddi nh\u1eefng c\u00e2u h\u1ecfi nh\u01b0:<\/p>\n

    \n
  • Kh\u00e1ch h\u00e0ng \u0111ang c\u1ed1 g\u1eafng \u0111\u1ea1t \u0111\u01b0\u1ee3c \u0111i\u1ec1u g\u00ec \u1edf giai \u0111o\u1ea1n n\u00e0y? \ud83c\udfaf<\/li>\n
  • H\u1ecd \u0111ang c\u1ea3m th\u1ea5y c\u1ea3m x\u00fac g\u00ec ngay l\u00fac n\u00e0y? \ud83d\ude0a\ud83d\ude20<\/li>\n
  • Nh\u1eefng r\u00e0o c\u1ea3n n\u00e0o \u0111ang ng\u0103n h\u1ecd ti\u1ebfn b\u01b0\u1edbc? \ud83d\udea7<\/li>\n
  • H\u1ecd \u0111ang s\u1eed d\u1ee5ng k\u00eanh n\u00e0o \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c? \ud83d\udcf1\ud83d\udcbb<\/li>\n<\/ul>\n

    \u0110\u1ecbnh ngh\u0129a n\u00e0y m\u1edf r\u1ed9ng ngo\u00e0i giao di\u1ec7n s\u1ed1. N\u00f3 bao g\u1ed3m c\u00e1c cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i, c\u00e1c chuy\u1ebfn th\u0103m th\u1ef1c t\u1ebf v\u00e0 t\u01b0\u01a1ng t\u00e1c h\u1ed7 tr\u1ee3. N\u00f3 \u0111\u00f2i h\u1ecfi c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n v\u1ec1 t\u1ed5 ch\u1ee9c. Kh\u00f4ng b\u1ed9 ph\u1eadn n\u00e0o s\u1edf h\u1eefu kh\u00e1ch h\u00e0ng. Do \u0111\u00f3, b\u1ea3n \u0111\u1ed3 ph\u1ea3i ph\u1ea3n \u00e1nh b\u1ea3n ch\u1ea5t \u0111a ch\u1ee9c n\u0103ng c\u1ee7a d\u1ecbch v\u1ee5 hi\u1ec7n \u0111\u1ea1i.<\/p>\n

    T\u1ea1i sao c\u00e1c qu\u1ea3n l\u00fd CX c\u1ea7n c\u00f4ng c\u1ee5 n\u00e0y \ud83d\udee0\ufe0f<\/h2>\n

    Vai tr\u00f2 c\u1ee7a m\u1ed9t qu\u1ea3n l\u00fd CX l\u00e0 gi\u00e1m s\u00e1t ch\u1ea5t l\u01b0\u1ee3ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Kh\u00f4ng c\u00f3 b\u1ea3n \u0111\u1ed3, c\u00e1c n\u1ed7 l\u1ef1c th\u01b0\u1eddng mang t\u00ednh ph\u1ea3n \u1ee9ng. B\u1ea1n ch\u1ec9 s\u1eeda l\u1ed7i sau khi ch\u00fang x\u1ea3y ra. B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh cho ph\u00e9p thi\u1ebft k\u1ebf ch\u1ee7 \u0111\u1ed9ng. N\u00f3 chuy\u1ec3n tr\u1ecdng t\u00e2m t\u1eeb c\u00e1c ch\u1ec9 s\u1ed1 n\u1ed9i b\u1ed9 sang gi\u00e1 tr\u1ecb b\u00ean ngo\u00e0i.<\/p>\n

    D\u01b0\u1edbi \u0111\u00e2y l\u00e0 nh\u1eefng l\u1ee3i \u00edch c\u1ee5 th\u1ec3 khi tri\u1ec3n khai th\u1ef1c h\u00e0nh n\u00e0y:<\/p>\n

      \n
    • T\u1ea1o ra s\u1ef1 th\u1ea5u c\u1ea3m:<\/strong>N\u00f3 bu\u1ed9c c\u00e1c \u0111\u1ed9i ph\u1ea3i \u0111\u1eb7t m\u00ecnh v\u00e0o v\u1ecb tr\u00ed c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00e1c b\u00ean li\u00ean quan th\u01b0\u1eddng qu\u00ean \u0111i nh\u1eefng kh\u00f3 kh\u0103n m\u00e0 ng\u01b0\u1eddi d\u00f9ng \u0111ang g\u1eb7p ph\u1ea3i. B\u1ea3n \u0111\u1ed3 l\u00e0m cho nh\u1eefng kh\u00f3 kh\u0103n \u0111\u00f3 tr\u1edf n\u00ean r\u00f5 r\u00e0ng.<\/li>\n
    • \u0110\u1ed3ng thu\u1eadn:<\/strong>Marketing, B\u00e1n h\u00e0ng v\u00e0 H\u1ed7 tr\u1ee3 th\u01b0\u1eddng ho\u1ea1t \u0111\u1ed9ng t\u00e1ch bi\u1ec7t. M\u1ed9t b\u1ea3n \u0111\u1ed3 chung t\u1ea1o ra m\u1ed9t ngu\u1ed3n th\u00f4ng tin duy nh\u1ea5t. M\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u nh\u00ecn th\u1ea5y c\u00f9ng m\u1ed9t b\u1ee9c tranh to\u00e0n di\u1ec7n.<\/li>\n
    • Ph\u00e1t hi\u1ec7n kho\u1ea3ng tr\u1ed1ng:<\/strong>N\u00f3 l\u00e0m n\u1ed5i b\u1eadt s\u1ef1 thi\u1ebfu k\u1ebft n\u1ed1i gi\u1eefa l\u1eddi h\u1ee9a v\u00e0 th\u1ef1c t\u1ebf giao h\u00e0ng. B\u1ea1n c\u00f3 th\u1ec3 qu\u1ea3ng b\u00e1 m\u1ed9t \u0111i\u1ec1u, nh\u01b0ng l\u1ea1i giao m\u1ed9t \u0111i\u1ec1u kh\u00e1c. B\u1ea3n \u0111\u1ed3 ph\u01a1i b\u00e0y s\u1ef1 b\u1ea5t nh\u1ea5t n\u00e0y.<\/li>\n
    • Ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c:<\/strong>N\u00f3 gi\u00fap \u01b0u ti\u00ean c\u00e1c c\u1ea3i ti\u1ebfn. B\u1ea1n c\u00f3 th\u1ec3 th\u1ea5y \u0111i\u1ec3m ngh\u1ebdn n\u00e0o g\u00e2y ra t\u1ef7 l\u1ec7 r\u1eddi b\u1ecf cao nh\u1ea5t.<\/li>\n<\/ul>\n

      C\u1ea5u tr\u00fac c\u1ee7a B\u1ea3n \u0111\u1ed3 H\u00e0nh tr\u00ecnh Kh\u00e1ch h\u00e0ng \ud83e\udde9<\/h2>\n

      M\u1ed9t b\u1ea3n \u0111\u1ed3 v\u1eefng ch\u1eafc ch\u1ee9a c\u00e1c l\u1edbp th\u00f4ng tin c\u1ee5 th\u1ec3. Nh\u1eefng l\u1edbp n\u00e0y ph\u1ed1i h\u1ee3p v\u1edbi nhau \u0111\u1ec3 t\u1ea1o n\u00ean b\u1ee9c tranh to\u00e0n di\u1ec7n. B\u1ecf s\u00f3t c\u00e1c y\u1ebfu t\u1ed1 then ch\u1ed1t c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn nh\u1eefng hi\u1ec3u bi\u1ebft kh\u00f4ng \u0111\u1ea7y \u0111\u1ee7. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 ph\u00e2n t\u00edch c\u00e1c th\u00e0nh ph\u1ea7n thi\u1ebft y\u1ebfu.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n
      Th\u00e0nh ph\u1ea7n<\/th>\nM\u00f4 t\u1ea3<\/th>\nV\u00ed d\u1ee5<\/th>\n<\/tr>\n<\/thead>\n
      Nh\u00e2n v\u1eadt kh\u00e1ch h\u00e0ng<\/strong><\/td>\nLo\u1ea1i kh\u00e1ch h\u00e0ng c\u1ee5 th\u1ec3 \u0111ang \u0111\u01b0\u1ee3c b\u1ea3n \u0111\u1ed3 h\u00f3a.<\/td>\n\u201cSarah \u2013 Cha m\u1eb9 b\u1eadn r\u1ed9n\u201d \u0111ang t\u00ecm ki\u1ebfm giao h\u00e0ng nhanh.<\/td>\n<\/tr>\n
      C\u00e1c giai \u0111o\u1ea1n<\/strong><\/td>\nC\u00e1c giai \u0111o\u1ea1n ch\u00ednh trong m\u1ed1i quan h\u1ec7.<\/td>\nNh\u1eadn th\u1ee9c, Xem x\u00e9t, Mua h\u00e0ng, Duy tr\u00ec.<\/td>\n<\/tr>\n
      \u0110i\u1ec3m ti\u1ebfp x\u00fac<\/strong><\/td>\nC\u00e1c t\u01b0\u01a1ng t\u00e1c c\u1ee5 th\u1ec3 \u1edf m\u1ed7i giai \u0111o\u1ea1n.<\/td>\nB\u1ea3n tin email, Thanh to\u00e1n tr\u00ean website, Trung t\u00e2m g\u1ecdi \u0111i\u1ec7n.<\/td>\n<\/tr>\n
      K\u00eanh truy\u1ec1n th\u00f4ng<\/strong><\/td>\nPh\u01b0\u01a1ng ti\u1ec7n th\u00f4ng qua \u0111\u00f3 \u0111i\u1ec3m ti\u1ebfp x\u00fac x\u1ea3y ra.<\/td>\n\u1ee8ng d\u1ee5ng di \u0111\u1ed9ng, Tr\u00ecnh duy\u1ec7t m\u00e1y t\u00ednh \u0111\u1ec3 b\u00e0n, C\u1eeda h\u00e0ng v\u1eadt l\u00fd.<\/td>\n<\/tr>\n
      C\u1ea3m x\u00fac<\/strong><\/td>\nC\u1ea3m gi\u00e1c li\u00ean quan \u0111\u1ebfn t\u01b0\u01a1ng t\u00e1c.<\/td>\nB\u1ed1i r\u1ed1i, Tho\u1ea3i m\u00e1i, B\u1ef1c b\u1ed9i, H\u00e0o h\u1ee9ng.<\/td>\n<\/tr>\n
      \u0110i\u1ec3m \u0111au<\/strong><\/td>\nNh\u1eefng r\u00e0o c\u1ea3n g\u00e2y ra s\u1ef1 c\u1ea3n tr\u1edf ho\u1eb7c c\u1ea3m x\u00fac ti\u00eau c\u1ef1c.<\/td>\nTh\u1eddi gian t\u1ea3i ch\u1eadm, Gi\u00e1 c\u1ea3 kh\u00f4ng r\u00f5 r\u00e0ng, Th\u1eddi gian ch\u1edd l\u00e2u.<\/td>\n<\/tr>\n
      C\u01a1 h\u1ed9i<\/strong><\/td>\nNh\u1eefng khu v\u1ef1c m\u00e0 tr\u1ea3i nghi\u1ec7m c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n.<\/td>\nTh\u00eam h\u1ed7 tr\u1ee3 tr\u00f2 chuy\u1ec7n, \u0110\u01a1n gi\u1ea3n h\u00f3a bi\u1ec3u m\u1eabu, G\u1eedi tin nh\u1eafn x\u00e1c nh\u1eadn.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

      C\u00e1c lo\u1ea1i b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \ud83d\udcca<\/h2>\n

      Kh\u00f4ng ph\u1ea3i b\u1ea3n \u0111\u1ed3 n\u00e0o c\u0169ng ph\u1ee5c v\u1ee5 c\u00f9ng m\u1ed9t m\u1ee5c \u0111\u00edch. Vi\u1ec7c ch\u1ecdn lo\u1ea1i ph\u00f9 h\u1ee3p ph\u1ee5 thu\u1ed9c v\u00e0o m\u1ee5c ti\u00eau chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a b\u1ea1n. Hi\u1ec3u r\u00f5 s\u1ef1 kh\u00e1c bi\u1ec7t n\u00e0y \u0111\u1ea3m b\u1ea3o b\u1ea1n thu th\u1eadp \u0111\u01b0\u1ee3c d\u1eef li\u1ec7u \u0111\u00fang \u0111\u1eafn.<\/p>\n

      1. B\u1ea3n \u0111\u1ed3 tr\u1ea1ng th\u00e1i hi\u1ec7n t\u1ea1i (Nh\u01b0 hi\u1ec7n t\u1ea1i)<\/h3>\n

      B\u1ea3n \u0111\u1ed3 n\u00e0y ghi ch\u00e9p tr\u1ea3i nghi\u1ec7m m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c nh\u01b0 n\u00f3 di\u1ec5n ra ng\u00e0y nay. N\u00f3 d\u1ef1a v\u00e0o d\u1eef li\u1ec7u th\u1ef1c t\u1ebf v\u00e0 quan s\u00e1t tr\u1ef1c ti\u1ebfp. B\u1ea3n \u0111\u1ed3 kh\u00f4ng bao g\u1ed3m c\u00e1c t\u00ecnh hu\u1ed1ng l\u00fd t\u01b0\u1edfng. \u0110\u00e2y l\u00e0 y\u1ebfu t\u1ed1 thi\u1ebft y\u1ebfu \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c v\u1ea5n \u0111\u1ec1 ngay l\u1eadp t\u1ee9c. B\u1ea1n kh\u00f4ng th\u1ec3 kh\u1eafc ph\u1ee5c \u0111i\u1ec1u g\u00ec m\u00e0 kh\u00f4ng \u0111o l\u01b0\u1eddng ch\u00ednh x\u00e1c. Phi\u00ean b\u1ea3n n\u00e0y th\u01b0\u1eddng l\u00e0 \u0111i\u1ec3m kh\u1edfi \u0111\u1ea7u cho c\u00e1c s\u00e1ng ki\u1ebfn c\u1ea3i ti\u1ebfn.<\/p>\n

      2. B\u1ea3n \u0111\u1ed3 tr\u1ea1ng th\u00e1i t\u01b0\u01a1ng lai (S\u1ebd l\u00e0)<\/h3>\n

      B\u1ea3n \u0111\u1ed3 n\u00e0y m\u00f4 t\u1ea3 tr\u1ea3i nghi\u1ec7m mong mu\u1ed1n sau khi c\u1ea3i ti\u1ebfn. \u0110\u00e2y l\u00e0 b\u1ea3n v\u1ebd ph\u00e1c th\u1ea3o cho s\u1ef1 thay \u0111\u1ed5i. N\u00f3 gi\u00fap c\u00e1c \u0111\u1ed9i ng\u0169 thi\u1ebft k\u1ebf quy tr\u00ecnh m\u1edbi tr\u01b0\u1edbc khi tri\u1ec3n khai. N\u00f3 \u0111\u1ed3ng thu\u1eadn c\u00e1c b\u00ean li\u00ean quan v\u1ec1 m\u1ed9t t\u1ea7m nh\u00ecn. Vi\u1ec7c t\u1ea1o ra b\u1ea3n \u0111\u1ed3 n\u00e0y \u0111\u00f2i h\u1ecfi s\u1ef1 hi\u1ec3u r\u00f5 v\u1ec1 c\u00e1c ch\u1ec9 s\u1ed1 m\u1ee5c ti\u00eau. N\u00f3 c\u1ea7u n\u1ed1i kho\u1ea3ng c\u00e1ch gi\u1eefa th\u1ef1c t\u1ebf hi\u1ec7n t\u1ea1i v\u00e0 m\u1ee5c ti\u00eau chi\u1ebfn l\u01b0\u1ee3c.<\/p>\n

      3. B\u1ea3n \u0111\u1ed3 M\u1ed9t ng\u00e0y trong \u0111\u1eddi<\/h3>\n

      B\u1ea3n \u0111\u1ed3 n\u00e0y nh\u00ecn xa h\u01a1n m\u1ed1i quan h\u1ec7 th\u01b0\u01a1ng hi\u1ec7u. N\u00f3 \u0111\u1eb7t kh\u00e1ch h\u00e0ng v\u00e0o b\u1ed1i c\u1ea3nh h\u00e0ng ng\u00e0y r\u1ed9ng l\u1edbn h\u01a1n. N\u00f3 cho th\u1ea5y th\u01b0\u01a1ng hi\u1ec7u ph\u00f9 h\u1ee3p nh\u01b0 th\u1ebf n\u00e0o v\u00e0o cu\u1ed9c s\u1ed1ng c\u1ee7a h\u1ecd. \u0110i\u1ec1u n\u00e0y h\u1eefu \u00edch cho c\u00e1c th\u01b0\u01a1ng hi\u1ec7u phong c\u00e1ch s\u1ed1ng ho\u1eb7c s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng th\u01b0\u1eddng xuy\u00ean. N\u00f3 ti\u1ebft l\u1ed9 nh\u1eefng manh m\u1ed1i b\u1ed1i c\u1ea3nh m\u00e0 b\u1ea3n \u0111\u1ed3 giao d\u1ecbch b\u1ecf s\u00f3t.<\/p>\n

      4. B\u1ea3n \u0111\u1ed3 s\u01a1 \u0111\u1ed3 d\u1ecbch v\u1ee5<\/h3>\n

      B\u1ea3n \u0111\u1ed3 n\u00e0y th\u00eam m\u1ed9t l\u1edbp ho\u1ea1t \u0111\u1ed9ng n\u1ed9i b\u1ed9. N\u00f3 th\u1ec3 hi\u1ec7n c\u00e1c quy tr\u00ecnh h\u1eadu tr\u01b0\u1eddng c\u1ea7n thi\u1ebft \u0111\u1ec3 h\u1ed7 tr\u1ee3 ph\u1ea7n tr\u01b0\u1edbc s\u00e2n. N\u00f3 k\u1ebft n\u1ed1i h\u00e0nh \u0111\u1ed9ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi h\u00e0nh \u0111\u1ed9ng c\u1ee7a nh\u00e2n vi\u00ean. N\u00f3 l\u00e0m n\u1ed5i b\u1eadt c\u00e1c m\u1ed1i ph\u1ee5 thu\u1ed9c gi\u1eefa c\u00e1c ph\u00f2ng ban. \u0110i\u1ec1u n\u00e0y r\u1ea5t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi c\u00e1c \u0111\u1ed9i v\u1eadn h\u00e0nh qu\u1ea3n l\u00fd c\u00e1c d\u1ecbch v\u1ee5 ph\u1ee9c t\u1ea1p.<\/p>\n

      L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3: M\u1ed9t quy tr\u00ecnh t\u1eebng b\u01b0\u1edbc \ud83d\udee4\ufe0f<\/h2>\n

      Vi\u1ec7c t\u1ea1o b\u1ea3n \u0111\u1ed3 l\u00e0 m\u1ed9t d\u1ef1 \u00e1n \u0111\u00f2i h\u1ecfi s\u1ef1 k\u1ef7 lu\u1eadt. N\u00f3 bao g\u1ed3m nghi\u00ean c\u1ee9u, h\u1ee3p t\u00e1c v\u00e0 x\u00e1c th\u1ef1c. V\u1ed9i v\u00e0ng trong qu\u00e1 tr\u00ecnh n\u00e0y d\u1eabn \u0111\u1ebfn nh\u1eefng gi\u1ea3 \u0111\u1ecbnh. Nh\u1eefng gi\u1ea3 \u0111\u1ecbnh d\u1eabn \u0111\u1ebfn k\u1ebft lu\u1eadn sai l\u1ec7ch. H\u00e3y tu\u00e2n theo ph\u01b0\u01a1ng ph\u00e1p c\u00f3 c\u1ea5u tr\u00fac n\u00e0y \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o \u0111\u1ed9 ch\u00ednh x\u00e1c.<\/p>\n

      B\u01b0\u1edbc 1: X\u00e1c \u0111\u1ecbnh ph\u1ea1m vi v\u00e0 m\u1ee5c ti\u00eau<\/h3>\n

      B\u1eaft \u0111\u1ea7u b\u1eb1ng c\u00e1ch \u0111\u1eb7t c\u00e2u h\u1ecfi v\u1ec1 \u0111i\u1ec1u b\u1ea1n mu\u1ed1n \u0111\u1ea1t \u0111\u01b0\u1ee3c. B\u1ea1n \u0111ang c\u1ed1 g\u1eafng gi\u1ea3m t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf? C\u1ea3i thi\u1ec7n qu\u00e1 tr\u00ecnh gi\u1edbi thi\u1ec7u? T\u0103ng doanh s\u1ed1 b\u00e1n ch\u00e9o? B\u1ea3n \u0111\u1ed3 kh\u00f4ng th\u1ec3 bao qu\u00e1t m\u1ecdi t\u01b0\u01a1ng t\u00e1c m\u00e3i m\u00e3i. H\u00e3y ch\u1ecdn m\u1ed9t h\u00e0nh tr\u00ecnh c\u1ee5 th\u1ec3. V\u00ed d\u1ee5, h\u00e3y l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \u201cL\u1ea7n mua h\u00e0ng \u0111\u1ea7u ti\u00ean\u201d thay v\u00ec h\u00e0nh tr\u00ecnh \u201cGi\u00e1 tr\u1ecb su\u1ed1t \u0111\u1eddi\u201d. X\u00e1c \u0111\u1ecbnh r\u00f5 \u0111i\u1ec3m b\u1eaft \u0111\u1ea7u v\u00e0 k\u1ebft th\u00fac.<\/p>\n

      B\u01b0\u1edbc 2: Thu th\u1eadp d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng<\/h3>\n

      D\u1eef li\u1ec7u l\u00e0 nhi\u00ean li\u1ec7u cho b\u1ea3n \u0111\u1ed3. D\u1ef1a v\u00e0o \u00fd ki\u1ebfn n\u1ed9i b\u1ed9 l\u00e0 ch\u01b0a \u0111\u1ee7. B\u1ea1n c\u1ea7n b\u1eb1ng ch\u1ee9ng tr\u1ef1c ti\u1ebfp t\u1eeb kh\u00e1ch h\u00e0ng. Thu th\u1eadp d\u1eef li\u1ec7u t\u1eeb nhi\u1ec1u ngu\u1ed3n kh\u00e1c nhau:<\/p>\n

        \n
      • Ph\u1ecfng v\u1ea5n:<\/strong> Nh\u1eefng cu\u1ed9c tr\u00f2 chuy\u1ec7n ri\u00eang l\u1ebb v\u1edbi kh\u00e1ch h\u00e0ng th\u1ef1c t\u1ebf.<\/li>\n
      • Kh\u1ea3o s\u00e1t:<\/strong> Ph\u1ea3n h\u1ed3i \u0111\u1ecbnh l\u01b0\u1ee3ng v\u1ec1 c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u1ee5 th\u1ec3.<\/li>\n
      • Nh\u1eadt k\u00fd h\u1ed7 tr\u1ee3:<\/strong> C\u00e1c ghi ch\u00e9p v\u1ec1 khi\u1ebfu n\u1ea1i v\u00e0 y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3.<\/li>\n
      • Ph\u00e2n t\u00edch:<\/strong> D\u1eef li\u1ec7u h\u00e0nh vi t\u1eeb c\u00e1c n\u1ec1n t\u1ea3ng k\u1ef9 thu\u1eadt s\u1ed1.<\/li>\n
      • Quan s\u00e1t:<\/strong> Quan s\u00e1t kh\u00e1ch h\u00e0ng khi h\u1ecd s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n.<\/li>\n<\/ul>\n

        K\u1ebft h\u1ee3p d\u1eef li\u1ec7u t\u1eeb nhi\u1ec1u ngu\u1ed3n. N\u1ebfu ph\u00e2n t\u00edch cho th\u1ea5y t\u1ef7 l\u1ec7 b\u1ecf cu\u1ed9c cao, nh\u01b0ng ph\u1ecfng v\u1ea5n l\u1ea1i n\u00f3i r\u1eb1ng m\u1ecdi th\u1ee9 di\u1ec5n ra tr\u01a1n tru, h\u00e3y \u0111i\u1ec1u tra s\u00e2u h\u01a1n. Nh\u1eefng s\u1ef1 kh\u00e1c bi\u1ec7t th\u01b0\u1eddng gi\u1ea5u \u0111i v\u1ea5n \u0111\u1ec1 th\u1ef1c s\u1ef1.<\/p>\n

        B\u01b0\u1edbc 3: T\u1ea1o nh\u00e2n v\u1eadt kh\u00e1ch h\u00e0ng<\/h3>\n

        Ai \u0111ang \u0111i tr\u00ean h\u00e0nh tr\u00ecnh n\u00e0y? B\u1ea3n \u0111\u1ed3 d\u00e0nh cho CEO kh\u00e1c v\u1edbi b\u1ea3n \u0111\u1ed3 d\u00e0nh cho nh\u00e2n vi\u00ean c\u1ea5p d\u01b0\u1edbi. X\u00e2y d\u1ef1ng nh\u00e2n v\u1eadt kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean d\u1eef li\u1ec7u. Bao g\u1ed3m nh\u00e2n kh\u1ea9u h\u1ecdc, m\u1ee5c ti\u00eau, \u0111\u1ed9ng l\u1ef1c v\u00e0 \u0111\u1eb7c \u0111i\u1ec3m h\u00e0nh vi. \u0110i\u1ec1u n\u00e0y gi\u00fap b\u1ea3n \u0111\u1ed3 t\u1eadp trung h\u01a1n. N\u00f3 ng\u0103n \u0111\u1ed9i ng\u0169 thi\u1ebft k\u1ebf cho m\u1ed9t \u201ctrung b\u00ecnh\u201d kh\u00f4ng t\u1ed3n t\u1ea1i.<\/p>\n

        B\u01b0\u1edbc 4: L\u1eadp b\u1ea3n \u0111\u1ed3 c\u00e1c giai \u0111o\u1ea1n<\/h3>\n

        Chia h\u00e0nh tr\u00ecnh th\u00e0nh c\u00e1c giai \u0111o\u1ea1n h\u1ee3p l\u00fd. C\u00e1c khung th\u00f4ng d\u1ee5ng bao g\u1ed3m:<\/p>\n

          \n
        • Nh\u1eadn th\u1ee9c<\/li>\n
        • Xem x\u00e9t<\/li>\n
        • Mua h\u00e0ng<\/li>\n
        • H\u1ed7 tr\u1ee3\/S\u1eed d\u1ee5ng<\/li>\n
        • Th\u00e2n thi\u1ec7n<\/li>\n<\/ul>\n

          \u0110\u1ea3m b\u1ea3o c\u00e1c giai \u0111o\u1ea1n ph\u1ea3n \u00e1nh m\u00f4 h\u00ecnh t\u01b0 duy c\u1ee7a kh\u00e1ch h\u00e0ng, ch\u1ee9 kh\u00f4ng ph\u1ea3i b\u1ed9 ph\u1eadn n\u1ed9i b\u1ed9 c\u1ee7a b\u1ea1n. Kh\u00e1ch h\u00e0ng kh\u00f4ng quan t\u00e2m \u0111\u1ebfn \u201cPh\u00f2ng Kinh doanh\u201d hay \u201cPh\u00f2ng Thanh to\u00e1n\u201d c\u1ee7a b\u1ea1n. H\u1ecd ch\u1ec9 quan t\u00e2m \u0111\u1ebfn \u201cMua h\u00e0ng\u201d v\u00e0 \u201cThanh to\u00e1n\u201d.<\/p>\n

          B\u01b0\u1edbc 5: X\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u00e0 k\u00eanh<\/h3>\n

          Li\u1ec7t k\u00ea m\u1ecdi t\u01b0\u01a1ng t\u00e1c trong t\u1eebng giai \u0111o\u1ea1n. Bao g\u1ed3m c\u1ea3 t\u01b0\u01a1ng t\u00e1c k\u1ef9 thu\u1eadt s\u1ed1 v\u00e0 v\u1eadt l\u00fd. Ghi ch\u00fa k\u00eanh \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng cho t\u1eebng t\u01b0\u01a1ng t\u00e1c. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 th\u1ea5y qu\u1ea3ng c\u00e1o tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i nh\u01b0ng mua h\u00e0ng tr\u00ean m\u00e1y t\u00ednh \u0111\u1ec3 b\u00e0n. H\u1ecd c\u00f3 th\u1ec3 y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3 tr\u00ean Twitter nh\u01b0ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 qua email. Theo d\u00f5i h\u00e0nh tr\u00ecnh m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c.<\/p>\n

          B\u01b0\u1edbc 6: Th\u00eam c\u1ea3m x\u00fac v\u00e0 \u0111i\u1ec3m \u0111au<\/h3>\n

          \u0110\u00e2y l\u00e0 b\u01b0\u1edbc quan tr\u1ecdng nh\u1ea5t. V\u1ebd \u0111\u01b0\u1eddng cong c\u1ea3m x\u00fac. N\u01a1i n\u00e0o s\u1ef1 th\u1ea5t v\u1ecdng t\u0103ng cao? N\u01a1i n\u00e0o s\u1ef1 h\u00e0i l\u00f2ng \u0111\u1ea1t \u0111\u1ec9nh? S\u1eed d\u1ee5ng thang \u0111i\u1ec3m (v\u00ed d\u1ee5: -5 \u0111\u1ebfn +5) \u0111\u1ec3 \u0111\u1ecbnh l\u01b0\u1ee3ng c\u1ea3m x\u00fac. Li\u00ean k\u1ebft c\u00e1c \u0111i\u1ec3m \u0111au c\u1ee5 th\u1ec3 v\u1edbi nh\u1eefng c\u1ea3m x\u00fac n\u00e0y. N\u1ebfu ng\u01b0\u1eddi d\u00f9ng b\u1ed1i r\u1ed1i khi thanh to\u00e1n, h\u00e3y ghi r\u00f5 \u0111i\u1ec1u \u0111\u00f3. \u0110\u1eebng ch\u1ec9 n\u00f3i \u201cThanh to\u00e1n\u201d. H\u00e3y n\u00f3i \u201cThanh to\u00e1n: B\u1ed1i r\u1ed1i do ph\u00ed \u1ea9n\u201d.<\/p>\n

          B\u01b0\u1edbc 7: X\u00e1c \u0111\u1ecbnh c\u01a1 h\u1ed9i<\/h3>\n

          Khi c\u00e1c v\u1ea5n \u0111\u1ec1 \u0111\u00e3 r\u00f5 r\u00e0ng, h\u00e3y \u0111\u1ec1 xu\u1ea5t gi\u1ea3i ph\u00e1p. Tr\u00f2 chuy\u1ec7n \u0111\u1ec3 t\u00ecm ra c\u00e1ch lo\u1ea1i b\u1ecf s\u1ef1 c\u1ea3n tr\u1edf. Nh\u1eefng gi\u1ea3i ph\u00e1p n\u00e0y c\u1ea7n ph\u1ea3i th\u1ef1c hi\u1ec7n \u0111\u01b0\u1ee3c. ‘C\u1ea3i thi\u1ec7n h\u1ed7 tr\u1ee3’ l\u00e0 qu\u00e1 m\u01a1 h\u1ed3. ‘Th\u00eam tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp trong qu\u00e1 tr\u00ecnh thanh to\u00e1n’ l\u00e0 h\u00e0nh \u0111\u1ed9ng c\u1ee5 th\u1ec3. Li\u00ean k\u1ebft nh\u1eefng c\u01a1 h\u1ed9i n\u00e0y v\u1edbi c\u00e1c \u0111i\u1ec3m \u0111au c\u1ee5 th\u1ec3 tr\u00ean b\u1ea3n \u0111\u1ed3.<\/p>\n

          B\u01b0\u1edbc 8: X\u00e1c nh\u1eadn v\u00e0 l\u1eb7p l\u1ea1i<\/h3>\n

          Tr\u1edf l\u1ea1i v\u1edbi kh\u00e1ch h\u00e0ng v\u1edbi b\u1ea3n nh\u00e1p. H\u1ecfi xem n\u00f3 c\u00f3 ph\u00f9 h\u1ee3p v\u1edbi tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd kh\u00f4ng. C\u00f3 t\u1ea1o \u0111\u01b0\u1ee3c s\u1ef1 \u0111\u1ed3ng c\u1ea3m kh\u00f4ng? N\u1ebfu kh\u00f4ng, h\u00e3y \u0111i\u1ec1u ch\u1ec9nh. B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00f4ng ph\u1ea3i l\u00e0 t\u00e0i li\u1ec7u t\u0129nh. \u0110\u00f3 l\u00e0 m\u1ed9t t\u00e1c ph\u1ea9m s\u1ed1ng \u0111\u1ed9ng. H\u00e0nh vi kh\u00e1ch h\u00e0ng thay \u0111\u1ed5i. B\u1ea3n \u0111\u1ed3 ph\u1ea3i thay \u0111\u1ed5i theo n\u00f3.<\/p>\n

          Nh\u1eefng sai l\u1ea7m ph\u1ed5 bi\u1ebfn c\u1ea7n tr\u00e1nh \ud83d\udeab<\/h2>\n

          Ngay c\u1ea3 nh\u1eefng \u0111\u1ed9i ng\u0169 c\u00f3 kinh nghi\u1ec7m c\u0169ng m\u1eafc sai l\u1ea7m. Nh\u1eadn th\u1ee9c \u0111\u01b0\u1ee3c nh\u1eefng c\u00e1i b\u1eaby n\u00e0y s\u1ebd gi\u00fap b\u1ea1n gi\u1eef \u0111\u01b0\u1ee3c \u0111\u1ecbnh h\u01b0\u1edbng.<\/p>\n

            \n
          • Thi\u1ebft k\u1ebf cho ch\u00ednh m\u00ecnh:<\/strong>C\u00e1c \u0111\u1ed9i th\u01b0\u1eddng v\u1ebd quy tr\u00ecnh n\u1ed9i b\u1ed9 c\u1ee7a h\u1ecd, ch\u1ee9 kh\u00f4ng ph\u1ea3i tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. Tr\u00e1nh d\u00f9ng t\u1eeb ng\u1eef chuy\u00ean m\u00f4n n\u1ed9i b\u1ed9. H\u00e3y d\u00f9ng ng\u00f4n ng\u1eef c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n
          • B\u1ecf qua h\u00e0nh tr\u00ecnh c\u1ee7a nh\u00e2n vi\u00ean:<\/strong>Kh\u00e1ch h\u00e0ng kh\u00f4ng th\u1ec3 c\u00f3 tr\u1ea3i nghi\u1ec7m t\u1ed1t n\u1ebfu nh\u00e2n vi\u00ean c\u1ea3m th\u1ea5y b\u1ef1c b\u1ed9i. Quy tr\u00ecnh n\u1ed9i b\u1ed9 th\u01b0\u1eddng c\u1ea3n tr\u1edf quy tr\u00ecnh b\u00ean ngo\u00e0i. H\u00e3y xem x\u00e9t tr\u1ea3i nghi\u1ec7m c\u1ee7a nh\u00e2n vi\u00ean song song v\u1edbi h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng.<\/li>\n
          • M\u1ed9t b\u1ea3n \u0111\u1ed3 \u0111\u1ec3 th\u1ed1ng tr\u1ecb t\u1ea5t c\u1ea3:<\/strong>C\u1ed1 g\u1eafng v\u1ebd t\u1ea5t c\u1ea3 c\u00e1c lo\u1ea1i kh\u00e1ch h\u00e0ng v\u00e0o m\u1ed9t s\u01a1 \u0111\u1ed3 s\u1ebd t\u1ea1o ra m\u1ed9t sinh v\u1eadt kh\u1ed5ng l\u1ed3. H\u00e3y t\u1ea1o c\u00e1c b\u1ea3n \u0111\u1ed3 c\u1ee5 th\u1ec3 cho t\u1eebng nh\u00e2n v\u1eadt kh\u00e1ch h\u00e0ng c\u1ee5 th\u1ec3. B\u1ea3n \u0111\u1ed3 cho ‘Kh\u00e1ch h\u00e0ng doanh nghi\u1ec7p’ kh\u00e1c v\u1edbi ‘Doanh nghi\u1ec7p nh\u1ecf v\u00e0 v\u1eeba’.<\/li>\n
          • Thi\u1ebfu s\u1ef1 \u0111\u1ed3ng thu\u1eadn t\u1eeb c\u00e1c b\u00ean li\u00ean quan:<\/strong>N\u1ebfu b\u1ed9 ph\u1eadn marketing kh\u00f4ng tin v\u00e0o b\u1ea3n \u0111\u1ed3, h\u1ecd s\u1ebd kh\u00f4ng s\u1eed d\u1ee5ng n\u00f3. H\u00e3y tham gia \u0111\u1ea1i di\u1ec7n t\u1eeb t\u1ea5t c\u1ea3 c\u00e1c ph\u00f2ng ban trong qu\u00e1 tr\u00ecnh t\u1ea1o d\u1ef1ng.<\/li>\n
          • Th\u1ef1c hi\u1ec7n m\u1ed9t c\u00e1ch t\u0129nh:<\/strong>T\u1ea1o ra b\u1ea3n \u0111\u1ed3 r\u1ed3i b\u1ecf v\u00e0o t\u1ee7. N\u00f3 ph\u1ea3i \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng trong c\u00e1c cu\u1ed9c h\u1ecdp, phi\u00ean h\u1ecdp chi\u1ebfn l\u01b0\u1ee3c v\u00e0 \u0111\u00e1nh gi\u00e1 thi\u1ebft k\u1ebf. N\u1ebfu n\u00f3 n\u1eb1m im tr\u00ean k\u1ec7, th\u00ec n\u00f3 v\u00f4 d\u1ee5ng.<\/li>\n<\/ul>\n

            \u0110o l\u01b0\u1eddng t\u00e1c \u0111\u1ed9ng c\u1ee7a vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 \ud83d\udcc8<\/h2>\n

            L\u00e0m sao b\u1ea1n bi\u1ebft b\u00e0i t\u1eadp l\u1eadp b\u1ea3n \u0111\u1ed3 \u0111\u00e3 th\u00e0nh c\u00f4ng? B\u1ea1n c\u1ea7n theo d\u00f5i c\u00e1c ch\u1ec9 s\u1ed1 c\u1ee5 th\u1ec3 tr\u01b0\u1edbc v\u00e0 sau khi tri\u1ec3n khai. Nh\u1eefng ch\u1ec9 s\u1ed1 n\u00e0y x\u00e1c nh\u1eadn l\u1ee3i \u00edch \u0111\u1ea7u t\u01b0 c\u1ee7a n\u1ed7 l\u1ef1c n\u00e0y.<\/p>\n

              \n
            • Ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng (CES):<\/strong>Li\u1ec7u s\u1ef1 c\u1ea3n tr\u1edf c\u00f3 gi\u1ea3m kh\u00f4ng? \u0110o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 kh\u00f3 kh\u0103n m\u00e0 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i khi ho\u00e0n th\u00e0nh c\u00f4ng vi\u1ec7c.<\/li>\n
            • Ch\u1ec9 s\u1ed1 \u0111\u1ec1 xu\u1ea5t thu\u1ea7n (NPS):<\/strong>S\u1ef1 h\u00e0i l\u00f2ng c\u00f3 t\u0103ng l\u00ean kh\u00f4ng? H\u00e3y t\u00ecm ki\u1ebfm s\u1ef1 thay \u0111\u1ed5i v\u1ec1 l\u00f2ng trung th\u00e0nh theo th\u1eddi gian.<\/li>\n
            • T\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i:<\/strong>Li\u1ec7u t\u1ef7 l\u1ec7 b\u1ecf cu\u1ed9c t\u1ea1i c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee5 th\u1ec3 c\u00f3 c\u1ea3i thi\u1ec7n kh\u00f4ng?<\/li>\n
            • Th\u1eddi gian gi\u1ea3i quy\u1ebft:<\/strong>Th\u1eddi gian gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u00f3 gi\u1ea3m kh\u00f4ng?<\/li>\n
            • T\u1ef7 l\u1ec7 r\u1eddi b\u1ecf:<\/strong>Li\u1ec7u t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n c\u00f3 c\u1ea3i thi\u1ec7n \u0111\u1ed1i v\u1edbi ph\u00e2n kh\u00fac c\u1ee5 th\u1ec3 \u0111\u00e3 \u0111\u01b0\u1ee3c l\u1eadp b\u1ea3n \u0111\u1ed3 kh\u00f4ng?<\/li>\n<\/ul>\n

              Th\u01b0\u1eddng xuy\u00ean xem x\u00e9t c\u00e1c con s\u1ed1 n\u00e0y. N\u1ebfu m\u1ed9t b\u1ea3n \u0111\u1ed3 kh\u00f4ng t\u1ea1o ra s\u1ef1 thay \u0111\u1ed5i, h\u00e3y xem l\u1ea1i b\u1ea3n \u0111\u1ed3. \u0110\u1ea3m b\u1ea3o r\u1eb1ng nh\u1eefng c\u01a1 h\u1ed9i \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh th\u1ef1c s\u1ef1 \u0111\u00e3 \u0111\u01b0\u1ee3c tri\u1ec3n khai.<\/p>\n

              T\u00edch h\u1ee3p l\u1eadp b\u1ea3n \u0111\u1ed3 v\u1edbi chi\u1ebfn l\u01b0\u1ee3c r\u1ed9ng l\u1edbn h\u01a1n \ud83e\udde0<\/h2>\n

              L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00f4ng t\u1ed3n t\u1ea1i trong kho\u1ea3ng tr\u1ed1ng. N\u00f3 ph\u1ea3i \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p v\u1edbi c\u00e1c khung chi\u1ebfn l\u01b0\u1ee3c kh\u00e1c. N\u00f3 cung c\u1ea5p th\u00f4ng tin cho l\u1ed9 tr\u00ecnh s\u1ea3n ph\u1ea9m. N\u00f3 \u0111\u1ecbnh h\u01b0\u1edbng c\u00e1c chi\u1ebfn d\u1ecbch ti\u1ebfp th\u1ecb. N\u00f3 \u0111\u1ecbnh h\u00ecnh thi\u1ebft k\u1ebf d\u1ecbch v\u1ee5.<\/p>\n

              Khi c\u00e1c nh\u00f3m s\u1ea3n ph\u1ea9m l\u00ean k\u1ebf ho\u1ea1ch t\u00ednh n\u0103ng, h\u1ecd n\u00ean t\u1ef1 h\u1ecfi n\u00f3 ph\u00f9 h\u1ee3p nh\u01b0 th\u1ebf n\u00e0o v\u1edbi h\u00e0nh tr\u00ecnh. Khi c\u00e1c nh\u00e0 ti\u1ebfp th\u1ecb l\u00ean k\u1ebf ho\u1ea1ch qu\u1ea3ng c\u00e1o, h\u1ecd n\u00ean ki\u1ec3m tra c\u00e1c m\u1ee5c ti\u00eau c\u1ee7a nh\u00e2n v\u1eadt kh\u00e1ch h\u00e0ng. S\u1ef1 t\u00edch h\u1ee3p n\u00e0y \u0111\u1ea3m b\u1ea3o t\u00ednh nh\u1ea5t qu\u00e1n. N\u00f3 ng\u0103n ng\u1eeba s\u1ef1 t\u00e1ch bi\u1ec7t khi Marketing h\u1ee9a h\u1eb9n \u0111i\u1ec1u n\u00e0y nh\u01b0ng S\u1ea3n ph\u1ea9m l\u1ea1i cung c\u1ea5p \u0111i\u1ec1u kh\u00e1c.<\/p>\n

              N\u00f3 c\u0169ng h\u1ed7 tr\u1ee3 qu\u1ea3n l\u00fd r\u1ee7i ro. B\u1eb1ng c\u00e1ch hi\u1ec3u r\u00f5 h\u00e0nh tr\u00ecnh, b\u1ea1n c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m n\u00e0o m\u1ed9t s\u1ef1 c\u1ed1 s\u1ebd g\u00e2y t\u1ed5n h\u1ea1i nghi\u00eam tr\u1ecdng nh\u1ea5t. B\u1ea1n c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng c\u00e1c bi\u1ec7n ph\u00e1p b\u1ea3o v\u1ec7 t\u1ea1i nh\u1eefng \u0111i\u1ec3m c\u1ee5 th\u1ec3 \u0111\u00f3. C\u00e1ch ti\u1ebfp c\u1eadn ch\u1ee7 \u0111\u1ed9ng n\u00e0y l\u00e0m gi\u1ea3m chi ph\u00ed th\u1ea5t b\u1ea1i.<\/p>\n

              Y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi: S\u1ef1 th\u1ea5u c\u1ea3m nh\u01b0 m\u1ed9t k\u1ef9 n\u0103ng c\u1ed1t l\u00f5i \ud83e\udd1d<\/h2>\n

              K\u1ef9 n\u0103ng k\u1ef9 thu\u1eadt h\u1eefu \u00edch, nh\u01b0ng s\u1ef1 th\u1ea5u c\u1ea3m m\u1edbi l\u00e0 n\u0103ng l\u1ef1c c\u1ed1t l\u00f5i. M\u1ed9t b\u1ea3n \u0111\u1ed3 ch\u1ec9 l\u00e0 s\u01a1 \u0111\u1ed3 n\u1ebfu thi\u1ebfu s\u1ef1 th\u1ea5u c\u1ea3m. B\u1ea1n ph\u1ea3i hi\u1ec3u \u0111\u01b0\u1ee3c con ng\u01b0\u1eddi \u0111\u1eb1ng sau \u0111i\u1ec3m d\u1eef li\u1ec7u. T\u1ea1i sao h\u1ecd l\u1ea1i g\u1ecdi h\u1ed7 tr\u1ee3? C\u00f3 th\u1ec3 h\u1ecd kh\u00f4ng gi\u1eadn d\u1eef; c\u00f3 th\u1ec3 h\u1ecd \u0111ang lo s\u1ee3 r\u1eb1ng m\u00ecnh \u0111\u00e3 m\u1eafc sai l\u1ea7m.<\/p>\n

              C\u00e1c qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ph\u1ea3i nu\u00f4i d\u01b0\u1ee1ng t\u01b0 duy n\u00e0y. \u0110i\u1ec1u \u0111\u00f3 \u0111\u00f2i h\u1ecfi l\u1eafng nghe nhi\u1ec1u h\u01a1n n\u00f3i. \u0110\u00f2i h\u1ecfi quan s\u00e1t nhi\u1ec1u h\u01a1n suy \u0111o\u00e1n. B\u1ea3n \u0111\u1ed3 l\u00e0 c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 hi\u1ec3u r\u00f5 h\u01a1n. N\u00f3 bi\u1ebfn \u0111i\u1ec1u v\u00f4 h\u00ecnh th\u00e0nh c\u00f3 th\u1ec3 nh\u00ecn th\u1ea5y. N\u00f3 bi\u1ebfn m\u1ed9t con s\u1ed1 v\u00f4 danh th\u00e0nh m\u1ed9t con ng\u01b0\u1eddi v\u1edbi m\u1ed9t c\u00e2u chuy\u1ec7n.<\/p>\n

              K\u1ebft lu\u1eadn \ud83d\udcdd<\/h2>\n

              B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t th\u1ef1c h\u00e0nh c\u1ed1t l\u00f5i \u0111\u1ed1i v\u1edbi b\u1ea5t k\u1ef3 t\u1ed5 ch\u1ee9c n\u00e0o t\u1eadp trung v\u00e0o tr\u1ea3i nghi\u1ec7m. N\u00f3 mang l\u1ea1i s\u1ef1 r\u00f5 r\u00e0ng trong m\u00f4i tr\u01b0\u1eddng ph\u1ee9c t\u1ea1p. N\u00f3 \u0111\u1ed3ng b\u1ed9 h\u00f3a c\u00e1c \u0111\u1ed9i nh\u00f3m xung quanh kh\u00e1ch h\u00e0ng. N\u00f3 ph\u00e1t hi\u1ec7n ra nh\u1eefng \u0111i\u1ec3m ngh\u1ebdn tr\u01b0\u1edbc khi ch\u00fang tr\u1edf th\u00e0nh kh\u1ee7ng ho\u1ea3ng.<\/p>\n

              Th\u00e0nh c\u00f4ng \u0111\u00f2i h\u1ecfi k\u1ef7 lu\u1eadt. N\u00f3 \u0111\u00f2i h\u1ecfi d\u1eef li\u1ec7u ch\u00ednh x\u00e1c. \u0110\u00f2i h\u1ecfi s\u1ef1 h\u1ee3p t\u00e1c li\u00ean ch\u1ee9c n\u0103ng. Y\u00eau c\u1ea7u cam k\u1ebft v\u1edbi qu\u00e1 tr\u00ecnh l\u1eb7p l\u1ea1i. Khi \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n t\u1ed1t, n\u00f3 s\u1ebd thay \u0111\u1ed5i c\u00e1ch m\u1ed9t doanh nghi\u1ec7p v\u1eadn h\u00e0nh. N\u00f3 chuy\u1ec3n h\u01b0\u1edbng s\u1ef1 t\u1eadp trung t\u1eeb b\u00e1n h\u00e0ng sang ph\u1ee5c v\u1ee5. S\u1ef1 thay \u0111\u1ed5i n\u00e0y ch\u00ednh l\u00e0 c\u1ed1t l\u00f5i c\u1ee7a qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7n \u0111\u1ea1i.<\/p>\n

              B\u1eaft \u0111\u1ea7u nh\u1ecf. Ch\u1ecdn m\u1ed9t h\u00e0nh tr\u00ecnh quan tr\u1ecdng. Thu th\u1eadp d\u1eef li\u1ec7u. X\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3. Chia s\u1ebb n\u00f3. H\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean n\u00f3. \u0110o l\u01b0\u1eddng k\u1ebft qu\u1ea3. R\u1ed3i l\u1eb7p l\u1ea1i. Chu k\u1ef3 n\u00e0y x\u00e2y d\u1ef1ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. N\u00f3 \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng lu\u00f4n \u1edf v\u1ecb tr\u00ed trung t\u00e2m trong m\u1ecdi quy\u1ebft \u0111\u1ecbnh \u0111\u01b0\u1ee3c \u0111\u01b0a ra trong t\u1ed5 ch\u1ee9c.<\/p>\n","protected":false},"excerpt":{"rendered":"

              Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 t\u1ed5ng h\u1ee3p c\u1ee7a m\u1ecdi t\u01b0\u01a1ng t\u00e1c m\u00e0 m\u1ed9t ng\u01b0\u1eddi c\u00f3 v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n. \u0110\u00f3 kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t giao d\u1ecbch duy nh\u1ea5t, m\u00e0…<\/p>\n","protected":false},"author":1,"featured_media":410,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_title":"B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a: T\u1ed5ng quan cho ng\u01b0\u1eddi m\u1edbi b\u1eaft \u0111\u1ea7u d\u00e0nh cho c\u00e1c qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \ud83d\uddfa\ufe0f","_yoast_wpseo_metadesc":"H\u1ecdc c\u00e1ch c\u00e1c qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ecbnh ngh\u0129a v\u00e0 x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. M\u1ed9t h\u01b0\u1edbng d\u1eabn to\u00e0n di\u1ec7n v\u1ec1 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac, c\u1ea3m x\u00fac v\u00e0 chi\u1ebfn l\u01b0\u1ee3c m\u00e0 kh\u00f4ng c\u1ea7n nh\u1eefng ph\u1ea7n r\u01b0\u1eddm r\u00e0.","inline_featured_image":false,"fifu_image_url":"","fifu_image_alt":"","footnotes":""},"categories":[58],"tags":[49,57],"class_list":["post-409","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-journey-mapping","tag-academic","tag-customer-journey-mapping"],"yoast_head":"\nB\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a: T\u1ed5ng quan cho ng\u01b0\u1eddi m\u1edbi b\u1eaft \u0111\u1ea7u d\u00e0nh cho c\u00e1c qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \ud83d\uddfa\ufe0f<\/title>\n<meta name=\"description\" content=\"H\u1ecdc c\u00e1ch c\u00e1c qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ecbnh ngh\u0129a v\u00e0 x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. 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