{"id":136,"date":"2026-04-05T21:48:26","date_gmt":"2026-04-05T21:48:26","guid":{"rendered":"https:\/\/www.hi-posts.com\/vn\/building-customer-centricity-through-mapping\/"},"modified":"2026-04-05T21:48:26","modified_gmt":"2026-04-05T21:48:26","slug":"building-customer-centricity-through-mapping","status":"publish","type":"post","link":"https:\/\/www.hi-posts.com\/vn\/building-customer-centricity-through-mapping\/","title":{"rendered":"X\u00e2y d\u1ef1ng V\u0103n h\u00f3a H\u01b0\u1edbng \u0111\u1ebfn Kh\u00e1ch h\u00e0ng th\u00f4ng qua B\u1ea3n \u0111\u1ed3 H\u00f3a"},"content":{"rendered":"

Trong b\u1ed1i c\u1ea3nh kinh doanh hi\u1ec7n \u0111\u1ea1i, s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa m\u1ed9t c\u00f4ng ty ch\u1ec9 t\u1ed3n t\u1ea1i v\u00e0 m\u1ed9t c\u00f4ng ty ph\u00e1t tri\u1ec3n m\u1ea1nh th\u01b0\u1eddng n\u1eb1m \u1edf m\u1ee9c \u0111\u1ed9 hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc v\u1ec1 nh\u1eefng ng\u01b0\u1eddi m\u00e0 h\u1ecd ph\u1ee5c v\u1ee5. H\u01b0\u1edbng \u0111\u1ebfn kh\u00e1ch h\u00e0ng th\u01b0\u1eddng \u0111\u01b0\u1ee3c nh\u1eafc \u0111\u1ebfn nh\u01b0 m\u1ed9t m\u1ee5c ti\u00eau, nh\u01b0ng \u00edt t\u1ed5 ch\u1ee9c n\u00e0o \u0111\u1ea1t \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3 ch\u1ec9 b\u1eb1ng \u00fd \u0111\u1ecbnh. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi m\u1ed9t s\u1ef1 thay \u0111\u1ed5i v\u1ec1 c\u1ea5u tr\u00fac, m\u1ed9t thay \u0111\u1ed5i trong t\u01b0 duy v\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 c\u1ee5 th\u1ec3 \u0111\u1ec3 c\u1ee7ng c\u1ed1 s\u1ef1 thay \u0111\u1ed5i \u0111\u00f3. C\u00f4ng c\u1ee5 \u0111\u00f3 ch\u00ednh l\u00e0 b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng.<\/p>\n

H\u01b0\u1edbng d\u1eabn n\u00e0y kh\u00e1m ph\u00e1 c\u00e1ch v\u01b0\u1ee3t qua nh\u1eefng s\u01a1 \u0111\u1ed3 \u0111\u01a1n gi\u1ea3n v\u00e0 s\u1eed d\u1ee5ng b\u1ea3n \u0111\u1ed3 h\u00f3a \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u1ed9t v\u0103n h\u00f3a b\u1ec1n v\u1eefng, n\u01a1i m\u1ecdi quy\u1ebft \u0111\u1ecbnh, t\u1eeb ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m \u0111\u1ebfn t\u01b0\u01a1ng t\u00e1c h\u1ed7 tr\u1ee3, \u0111\u1ec1u \u0111\u01b0\u1ee3c l\u1ecdc qua g\u00f3c nh\u00ecn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Ch\u00fang ta s\u1ebd ph\u00e2n t\u00edch c\u01a1 ch\u1ebf \u0111\u1ed3ng thu\u1eadn, t\u00e2m l\u00fd \u0111\u1ed3ng c\u1ea3m v\u00e0 c\u00e1c khung v\u1eadn h\u00e0nh c\u1ea7n thi\u1ebft \u0111\u1ec3 bi\u1ebfn s\u1ef1 thay \u0111\u1ed5i n\u00e0y tr\u1edf n\u00ean v\u0129nh vi\u1ec5n.<\/p>\n

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\"Hand-drawn<\/figure>\n<\/div>\n

\ud83e\udde0 T\u1ea1i sao B\u1ea3n \u0111\u1ed3 h\u00f3a l\u1ea1i quan tr\u1ecdng v\u01b0\u1ee3t ra ngo\u00e0i s\u01a1 \u0111\u1ed3<\/h2>\n

Nhi\u1ec1u t\u1ed5 ch\u1ee9c coi b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng nh\u01b0 m\u1ed9t s\u1ea3n ph\u1ea9m \u0111\u1ea7u ra\u2014m\u1ed9t slide \u0111\u1ec3 tr\u00ecnh b\u00e0y cho c\u00e1c b\u00ean li\u00ean quan ho\u1eb7c m\u1ed9t t\u1ea5m \u00e1p ph\u00edch treo trong s\u1ea3nh. C\u00e1ch ti\u1ebfp c\u1eadn n\u00e0y th\u1ea5t b\u1ea1i v\u00ec n\u00f3 coi b\u1ea3n \u0111\u1ed3 nh\u01b0 m\u1ed9t hi\u1ec7n v\u1eadt t\u0129nh ch\u1ee9 kh\u00f4ng ph\u1ea3i nh\u01b0 m\u1ed9t \u1ed1ng k\u00ednh \u0111\u1ed9ng. Khi b\u1ea3n \u0111\u1ed3 h\u00f3a \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u00fang c\u00e1ch, n\u00f3 tr\u1edf th\u00e0nh c\u01a1 ch\u1ebf ch\u00ednh \u0111\u1ec3 x\u00e2y d\u1ef1ng v\u0103n h\u00f3a h\u01b0\u1edbng \u0111\u1ebfn kh\u00e1ch h\u00e0ng.<\/p>\n

Gi\u00e1 tr\u1ecb c\u1ed1t l\u00f5i c\u1ee7a b\u1ea3n \u0111\u1ed3 h\u00f3a n\u1eb1m \u1edf kh\u1ea3 n\u0103ng l\u00e0m r\u00f5 nh\u1eefng \u0111i\u1ec1u v\u00f4 h\u00ecnh. N\u00f3 ph\u01a1i b\u00e0y c\u00e1c \u0111i\u1ec3m ngh\u1ebdn, nh\u1eefng kho\u1ea3nh kh\u1eafc c\u1ea3m x\u00fac gi\u1ea3m s\u00fat v\u00e0 nh\u1eefng th\u1eddi \u0111i\u1ec3m mang l\u1ea1i ni\u1ec1m vui m\u00e0 th\u01b0\u1eddng b\u1ecb b\u1ecf qua trong c\u00e1c ph\u00f2ng ban t\u00e1ch bi\u1ec7t. B\u1ed9 ph\u1eadn Marketing c\u00f3 th\u1ec3 nh\u00ecn th\u1ea5y \u0111i\u1ec3m ti\u1ebfp x\u00fac \u0111\u1ea7u ti\u00ean, trong khi b\u1ed9 ph\u1eadn H\u1ed7 tr\u1ee3 ch\u1ec9 th\u1ea5y \u0111i\u1ec3m cu\u1ed1i c\u00f9ng. B\u1ea3n \u0111\u1ed3 h\u00f3a k\u1ebft n\u1ed1i nh\u1eefng \u0111i\u1ec3m n\u00e0y l\u1ea1i v\u1edbi nhau, t\u1ea1o n\u00ean m\u1ed9t th\u1ef1c t\u1ebf chung cho to\u00e0n t\u1ed5 ch\u1ee9c.<\/p>\n

    \n
  • Ng\u00f4n ng\u1eef chung:<\/strong> N\u00f3 cung c\u1ea5p m\u1ed9t t\u1eeb v\u1ef1ng chung cho c\u00e1c \u0111\u1ed9i ng\u0169 li\u00ean ch\u1ee9c n\u0103ng th\u1ea3o lu\u1eadn v\u1ec1 kh\u00e1ch h\u00e0ng m\u00e0 kh\u00f4ng g\u00e2y hi\u1ec3u l\u1ea7m.<\/li>\n
  • \u0110\u1ed9ng c\u01a1 \u0110\u1ed3ng c\u1ea3m:<\/strong> N\u00f3 bu\u1ed9c c\u00e1c \u0111\u1ed9i ng\u0169 ph\u1ea3i r\u1eddi kh\u1ecfi vai tr\u00f2 ch\u1ee9c n\u0103ng c\u1ee7a m\u00ecnh v\u00e0 nh\u00ecn th\u1ebf gi\u1edbi qua g\u00f3c nh\u00ecn c\u1ee7a ng\u01b0\u1eddi d\u00f9ng.<\/li>\n
  • T\u1ed5ng h\u1ee3p D\u1eef li\u1ec7u:<\/strong> N\u00f3 t\u00edch h\u1ee3p c\u00e1c nh\u1eadn \u0111\u1ecbnh \u0111\u1ecbnh t\u00ednh v\u1edbi c\u00e1c ch\u1ec9 s\u1ed1 \u0111\u1ecbnh l\u01b0\u1ee3ng, mang l\u1ea1i c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n v\u1ec1 hi\u1ec7u su\u1ea5t.<\/li>\n
  • Tr\u00e1ch nhi\u1ec7m:<\/strong> N\u00f3 x\u00e1c \u0111\u1ecbnh ng\u01b0\u1eddi ch\u1ecbu tr\u00e1ch nhi\u1ec7m c\u1ee5 th\u1ec3 cho t\u1eebng giai \u0111o\u1ea1n h\u00e0nh tr\u00ecnh, l\u00e0m r\u00f5 ai l\u00e0 ng\u01b0\u1eddi ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u1ec1 tr\u1ea3i nghi\u1ec7m.<\/li>\n<\/ul>\n

    Kh\u00f4ng c\u00f3 s\u1ef1 hi\u1ec3u bi\u1ebft chung n\u00e0y, c\u00e1c ph\u00f2ng ban th\u01b0\u1eddng t\u1ed1i \u01b0u h\u00f3a cho KPI ri\u00eang c\u1ee7a m\u00ecnh m\u00e0 b\u1ecf qua l\u1ee3i \u00edch chung. Marketing c\u00f3 th\u1ec3 th\u00fac \u0111\u1ea9y l\u01b0\u1ee3ng truy c\u1eadp m\u00e0 b\u1ed9 ph\u1eadn H\u1ed7 tr\u1ee3 kh\u00f4ng th\u1ec3 x\u1eed l\u00fd, ho\u1eb7c b\u00e1n h\u00e0ng c\u00f3 th\u1ec3 h\u1ee9a h\u1eb9n c\u00e1c t\u00ednh n\u0103ng m\u00e0 b\u1ed9 ph\u1eadn K\u1ef9 thu\u1eadt kh\u00f4ng th\u1ec3 cung c\u1ea5p. B\u1ea3n \u0111\u1ed3 h\u00f3a gi\u00fap \u0111\u1ed3ng b\u1ed9 h\u00f3a c\u00e1c \u0111\u1ed9ng l\u1ef1c n\u00e0y h\u01b0\u1edbng \u0111\u1ebfn m\u1ed9t k\u1ebft qu\u1ea3 duy nh\u1ea5t: tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng li\u1ec1n m\u1ea1ch.<\/p>\n

    \ud83c\udfd7\ufe0f B\u1ed1n tr\u1ee5 c\u1ed9t c\u1ee7a Khung H\u01b0\u1edbng \u0111\u1ebfn Kh\u00e1ch h\u00e0ng<\/h2>\n

    \u0110\u1ec3 c\u1ea5y gh\u00e9p tinh th\u1ea7n h\u01b0\u1edbng \u0111\u1ebfn kh\u00e1ch h\u00e0ng v\u00e0o DNA t\u1ed5 ch\u1ee9c, qu\u00e1 tr\u00ecnh b\u1ea3n \u0111\u1ed3 h\u00f3a ph\u1ea3i d\u1ef1a tr\u00ean b\u1ed1n tr\u1ee5 c\u1ed9t n\u1ec1n t\u1ea3ng. Nh\u1eefng tr\u1ee5 c\u1ed9t n\u00e0y \u0111\u1ea3m b\u1ea3o c\u00f4ng vi\u1ec7c \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n h\u00f4m nay s\u1ebd \u0111\u1ecbnh h\u01b0\u1edbng chi\u1ebfn l\u01b0\u1ee3c cho ng\u00e0y mai.<\/p>\n

    1. \u0110\u1ed3ng c\u1ea3m v\u00e0 Nh\u00ecn th\u1ea5u<\/h3>\n

    M\u1ed9t b\u1ea3n \u0111\u1ed3 \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng tr\u00ean gi\u1ea3 \u0111\u1ecbnh l\u00e0 m\u1ed9t b\u1ea3n \u0111\u1ed3 \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng tr\u00ean c\u00e1t. N\u1ec1n t\u1ea3ng c\u1ee7a b\u1ea5t k\u1ef3 b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh hi\u1ec7u qu\u1ea3 n\u00e0o l\u00e0 nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc v\u00e0 \u0111\u01b0\u1ee3c x\u00e1c th\u1ef1c. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi ph\u1ea3i v\u01b0\u1ee3t ra ngo\u00e0i d\u1eef li\u1ec7u nh\u00e2n kh\u1ea9u h\u1ecdc (tu\u1ed5i, \u0111\u1ecba \u0111i\u1ec3m) \u0111\u1ec3 \u0111i v\u00e0o d\u1eef li\u1ec7u t\u00e2m l\u00fd h\u1ecdc (\u0111\u1ed9ng l\u1ef1c, n\u1ed7i s\u1ee3, gi\u00e1 tr\u1ecb). C\u00e1c cu\u1ed9c ph\u1ecfng v\u1ea5n, quan s\u00e1t v\u00e0 c\u00e1c v\u00f2ng ph\u1ea3n h\u1ed3i tr\u1ef1c ti\u1ebfp l\u00e0 thi\u1ebft y\u1ebfu \u1edf \u0111\u00e2y. M\u1ee5c ti\u00eau l\u00e0 hi\u1ec3u kh\u00f4ng ch\u1ec9 kh\u00e1ch h\u00e0ng l\u00e0m g\u00ec, m\u00e0 c\u00f2n v\u00ec sao h\u1ecd l\u00e0m \u0111i\u1ec1u \u0111\u00f3.<\/p>\n

    2. H\u1ee3p t\u00e1c Li\u00ean ch\u1ee9c n\u0103ng<\/h3>\n

    N\u1ebfu ch\u1ec9 m\u1ed9t ph\u00f2ng ban t\u1ea1o b\u1ea3n \u0111\u1ed3, n\u00f3 s\u1ebd ch\u1ec9 ph\u1ea3n \u00e1nh quan \u0111i\u1ec3m c\u1ee7a ph\u00f2ng ban \u0111\u00f3. M\u1ed9t v\u0103n h\u00f3a th\u1ef1c s\u1ef1 h\u01b0\u1edbng \u0111\u1ebfn kh\u00e1ch h\u00e0ng \u0111\u00f2i h\u1ecfi m\u00f4i tr\u01b0\u1eddng l\u00e0m vi\u1ec7c nh\u00f3m n\u01a1i Marketing, B\u00e1n h\u00e0ng, S\u1ea3n ph\u1ea9m, H\u1ed7 tr\u1ee3 v\u00e0 V\u1eadn h\u00e0nh h\u1ee3p t\u00e1c v\u1edbi nhau. S\u1ef1 h\u1ee3p t\u00e1c n\u00e0y ph\u00e1 v\u1ee1 c\u00e1c r\u00e0o c\u1ea3n ch\u1ee9c n\u0103ng v\u00e0 \u0111\u1ea3m b\u1ea3o b\u1ea3n \u0111\u1ed3 ph\u1ea3n \u00e1nh \u0111\u00fang th\u1ef1c t\u1ebf c\u1ee7a to\u00e0n t\u1ed5 ch\u1ee9c, ch\u1ee9 kh\u00f4ng ch\u1ec9 ri\u00eang m\u1ed9t ch\u1ee9c n\u0103ng.<\/p>\n

    3. C\u1ea3i ti\u1ebfn Li\u00ean t\u1ee5c<\/h3>\n

    Th\u1ecb tr\u01b0\u1eddng thay \u0111\u1ed5i, h\u00e0nh vi kh\u00e1ch h\u00e0ng ph\u00e1t tri\u1ec3n, v\u00e0 chi\u1ebfn l\u01b0\u1ee3c kinh doanh thay \u0111\u1ed5i. M\u1ed9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \u0111\u01b0\u1ee3c t\u1ea1o ra m\u1ed9t l\u1ea7n m\u1ed7i n\u0103m s\u1ebd tr\u1edf n\u00ean l\u1ed7i th\u1eddi v\u00e0o qu\u00fd ti\u1ebfp theo. X\u00e2y d\u1ef1ng v\u0103n h\u00f3a ngh\u0129a l\u00e0 cam k\u1ebft v\u1edbi quy tr\u00ecnh xem x\u00e9t v\u00e0 c\u1eadp nh\u1eadt li\u00ean t\u1ee5c. B\u1ea3n \u0111\u1ed3 l\u00e0 m\u1ed9t t\u00e0i li\u1ec7u s\u1ed1ng \u0111\u1ed9ng, ph\u00e1t tri\u1ec3n c\u00f9ng v\u1edbi s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p.<\/p>\n

    4. K\u1ebft qu\u1ea3 C\u00f3 th\u1ec3 H\u00e0nh \u0111\u1ed9ng<\/h3>\n

    Nh\u1eadn \u0111\u1ecbnh m\u00e0 kh\u00f4ng h\u00e0nh \u0111\u1ed9ng ch\u1ec9 l\u00e0 gi\u1ea3i tr\u00ed. M\u1ed7i bu\u1ed5i h\u1ecdp b\u1ea3n \u0111\u1ed3 h\u00f3a ph\u1ea3i k\u1ebft th\u00fac b\u1eb1ng danh s\u00e1ch c\u00e1c h\u00e0nh \u0111\u1ed9ng \u0111\u01b0\u1ee3c \u01b0u ti\u00ean. Nh\u1eefng h\u00e0nh \u0111\u1ed9ng n\u00e0y c\u00f3 th\u1ec3 bao g\u1ed3m s\u1eeda ch\u1eefa m\u1ed9t quy tr\u00ecnh b\u1ecb h\u1ecfng, thay \u0111\u1ed5i k\u1ecbch b\u1ea3n, ho\u1eb7c thi\u1ebft k\u1ebf l\u1ea1i m\u1ed9t t\u00ednh n\u0103ng. V\u0103n h\u00f3a \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng b\u1eb1ng c\u00e1ch h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean b\u1ea3n \u0111\u1ed3, ch\u1ee9 kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n t\u1ea1o ra n\u00f3.<\/p>\n

    \ud83d\udd04 B\u01b0\u1edbc theo B\u01b0\u1edbc: Tri\u1ec3n khai Quy tr\u00ecnh B\u1ea3n \u0111\u1ed3 h\u00f3a<\/h2>\n

    Tri\u1ec3n khai m\u1ed9t s\u00e1ng ki\u1ebfn b\u1ea3n \u0111\u1ed3 h\u00f3a \u0111\u00f2i h\u1ecfi c\u00e1ch ti\u1ebfp c\u1eadn c\u00f3 c\u1ea5u tr\u00fac \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o t\u00ednh nh\u1ea5t qu\u00e1n v\u00e0 chi\u1ec1u s\u00e2u. C\u00e1c b\u01b0\u1edbc sau \u0111\u00e2y n\u00eau r\u00f5 c\u00e1ch v\u1eadn h\u00e0nh quy tr\u00ecnh n\u00e0y tr\u00ean to\u00e0n t\u1ed5 ch\u1ee9c.<\/p>\n

    B\u01b0\u1edbc 1: X\u00e1c \u0111\u1ecbnh Ph\u1ea1m vi v\u00e0 Nh\u00e2n v\u1eadt Kh\u00e1ch h\u00e0ng<\/h3>\n

    Kh\u00f4ng ph\u1ea3i kh\u00e1ch h\u00e0ng n\u00e0o c\u0169ng gi\u1ed1ng nhau, v\u00e0 kh\u00f4ng ph\u1ea3i h\u00e0nh tr\u00ecnh n\u00e0o c\u0169ng b\u1eb1ng nhau. B\u1eaft \u0111\u1ea7u b\u1eb1ng c\u00e1ch x\u00e1c \u0111\u1ecbnh nh\u00e2n v\u1eadt kh\u00e1ch h\u00e0ng c\u1ee5 th\u1ec3 m\u00e0 b\u1ea1n \u0111ang b\u1ea3n \u0111\u1ed3 h\u00f3a. \u0110\u00f3 l\u00e0 kh\u00e1ch h\u00e0ng doanh nghi\u1ec7p m\u1edbi? Ng\u01b0\u1eddi d\u00f9ng chuy\u00ean s\u00e2u? Ng\u01b0\u1eddi ti\u00eau d\u00f9ng c\u00f3 \u00fd th\u1ee9c chi ph\u00ed? H\u1ea1n ch\u1ebf ph\u1ea1m vi s\u1ebd \u0111\u1ea3m b\u1ea3o b\u1ea3n \u0111\u1ed3 v\u1eabn li\u00ean quan v\u00e0 c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng \u0111\u01b0\u1ee3c. \u0110\u1ed3ng th\u1eddi, h\u00e3y x\u00e1c \u0111\u1ecbnh giai \u0111o\u1ea1n h\u00e0nh tr\u00ecnh c\u1ee5 th\u1ec3, ch\u1eb3ng h\u1ea1n nh\u01b0 \u201cTh\u1eed nghi\u1ec7m ban \u0111\u1ea7u\u201d ho\u1eb7c \u201cGia h\u1ea1n\u201d.<\/p>\n

    B\u01b0\u1edbc 2: Thu th\u1eadp D\u1eef li\u1ec7u \u0110\u1ecbnh t\u00ednh v\u00e0 \u0110\u1ecbnh l\u01b0\u1ee3ng<\/h3>\n

    Thu th\u1eadp d\u1eef li\u1ec7u t\u1eeb nhi\u1ec1u ngu\u1ed3n kh\u00e1c nhau. S\u1eed d\u1ee5ng kh\u1ea3o s\u00e1t \u0111\u1ec3 hi\u1ec3u \u0111i\u1ec3m h\u00e0i l\u00f2ng (NPS ho\u1eb7c CSAT). S\u1eed d\u1ee5ng ph\u00e2n t\u00edch \u0111\u1ec3 hi\u1ec3u t\u1ef7 l\u1ec7 b\u1ecf cu\u1ed9c. S\u1eed d\u1ee5ng v\u00e9 h\u1ed7 tr\u1ee3 \u0111\u1ec3 hi\u1ec3u c\u00e1c \u0111i\u1ec3m \u0111au. Quan tr\u1ecdng nh\u1ea5t, ti\u1ebfn h\u00e0nh ph\u1ecfng v\u1ea5n \u0111\u1ec3 hi\u1ec3u b\u1ed1i c\u1ea3nh c\u1ea3m x\u00fac. Vi\u1ec7c k\u1ebft h\u1ee3p d\u1eef li\u1ec7u t\u1eeb nhi\u1ec1u ngu\u1ed3n n\u00e0y t\u1ea1o n\u00ean n\u1ec1n t\u1ea3ng v\u1eefng ch\u1eafc.<\/p>\n

    B\u01b0\u1edbc 3: 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 m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. Bao g\u1ed3m c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac k\u1ef9 thu\u1eadt s\u1ed1 (trang web, email, \u1ee9ng d\u1ee5ng) v\u00e0 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u1eadt l\u00fd (trong c\u1eeda h\u00e0ng, cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i, bao b\u00ec). B\u1ea3n \u0111\u1ed3 h\u00f3a ch\u00fang theo c\u00e1c giai \u0111o\u1ea1n trong h\u00e0nh tr\u00ecnh. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u00ecm hi\u1ec3u th\u00f4ng tin tr\u1ef1c tuy\u1ebfn, mua h\u00e0ng t\u1ea1i c\u1eeda h\u00e0ng v\u00e0 t\u00ecm h\u1ed7 tr\u1ee3 qua tr\u00f2 chuy\u1ec7n.<\/p>\n

    B\u01b0\u1edbc 4: B\u1ea3n \u0111\u1ed3 h\u00f3a cung c\u1ea3m x\u00fac<\/h3>\n

    V\u1ebd m\u1ed9t \u0111\u01b0\u1eddng bi\u1ec3u di\u1ec5n tr\u1ea1ng th\u00e1i c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng trong su\u1ed1t h\u00e0nh tr\u00ecnh. H\u1ecd lo l\u1eafng \u1edf \u0111\u00e2u? H\u00e0o h\u1ee9ng \u1edf \u0111\u00e2u? B\u1ef1c b\u1ed9i \u1edf \u0111\u00e2u? \u0110\u01b0\u1eddng cong c\u1ea3m x\u00fac n\u00e0y th\u01b0\u1eddng l\u00e0 n\u01a1i ch\u1ee9a nh\u1eefng c\u01a1 h\u1ed9i c\u1ea3i thi\u1ec7n l\u1edbn nh\u1ea5t. M\u1ed9t th\u00e0nh c\u00f4ng v\u1ec1 m\u1eb7t ch\u1ee9c n\u0103ng v\u1eabn c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn th\u1ea5t b\u1ea1i v\u1ec1 m\u1eb7t c\u1ea3m x\u00fac.<\/p>\n

    B\u01b0\u1edbc 5: X\u00e1c \u0111\u1ecbnh kho\u1ea3ng tr\u1ed1ng v\u00e0 c\u01a1 h\u1ed9i<\/h3>\n

    So s\u00e1nh tr\u1ea1ng th\u00e1i hi\u1ec7n t\u1ea1i (nh\u01b0 hi\u1ec7n t\u1ea1i) v\u1edbi tr\u1ea1ng th\u00e1i l\u00fd t\u01b0\u1edfng (t\u01b0\u01a1ng lai). T\u00ecm ki\u1ebfm nh\u1eefng kho\u1ea3ng tr\u1ed1ng n\u01a1i k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng kh\u1edbp v\u1edbi tr\u1ea3i nghi\u1ec7m th\u1ef1c t\u1ebf. Nh\u1eefng kho\u1ea3ng tr\u1ed1ng n\u00e0y \u0111\u1ea1i di\u1ec7n cho c\u01a1 h\u1ed9i \u0111\u1ed5i m\u1edbi v\u00e0 c\u1ea3i ti\u1ebfn.<\/p>\n

    B\u01b0\u1edbc 6: Giao tr\u00e1ch nhi\u1ec7m v\u00e0 h\u00e0nh \u0111\u1ed9ng<\/h3>\n

    V\u1edbi m\u1ed7i kho\u1ea3ng tr\u1ed1ng \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh, giao ng\u01b0\u1eddi ch\u1ecbu tr\u00e1ch nhi\u1ec7m. \u0110i\u1ec1u n\u00e0y \u0111\u1ea3m b\u1ea3o t\u00ednh minh b\u1ea1ch. X\u00e2y d\u1ef1ng l\u1ecbch tr\u00ecnh \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 n\u00e0y. B\u1ea3n \u0111\u1ed3 tr\u1edf th\u00e0nh c\u00f4ng c\u1ee5 qu\u1ea3n l\u00fd d\u1ef1 \u00e1n, th\u00fac \u0111\u1ea9y s\u1ef1 thay \u0111\u1ed5i th\u1ef1c s\u1ef1.<\/p>\n

    \ud83e\udd1d X\u00f3a b\u1ecf c\u00e1c r\u00e0o c\u1ea3n n\u1ed9i b\u1ed9<\/h2>\n

    M\u1ed9t trong nh\u1eefng r\u00e0o c\u1ea3n l\u1edbn nh\u1ea5t \u0111\u1ed1i v\u1edbi s\u1ef1 t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng l\u00e0 c\u1ea5u tr\u00fac n\u1ed9i b\u1ed9 c\u1ee7a t\u1ed5 ch\u1ee9c. C\u00e1c ph\u00f2ng ban th\u01b0\u1eddng ho\u1ea1t \u0111\u1ed9ng nh\u01b0 nh\u1eefng l\u00e3nh \u0111\u1ecba ri\u00eang, t\u1ed1i \u01b0u h\u00f3a cho c\u00e1c ch\u1ec9 s\u1ed1 c\u1ee7a ri\u00eang m\u00ecnh thay v\u00ec th\u00e0nh c\u00f4ng c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1ea3n \u0111\u1ed3 h\u00f3a cung c\u1ea5p m\u1ed9t n\u1ec1n t\u1ea3ng trung l\u1eadp \u0111\u1ec3 x\u00f3a b\u1ecf nh\u1eefng r\u00e0o c\u1ea3n n\u00e0y.<\/p>\n

    Khi m\u1ed9t tr\u01b0\u1edfng nh\u00f3m h\u1ed7 tr\u1ee3 th\u1ea5y chi\u1ebfn d\u1ecbch ti\u1ebfp th\u1ecb \u0111\u00e3 t\u1ea1o ra t\u01b0\u01a1ng t\u00e1c kh\u00f3 kh\u0103n, h\u1ecd hi\u1ec3u \u0111\u01b0\u1ee3c b\u1ed1i c\u1ea3nh. Khi m\u1ed9t tr\u01b0\u1edfng nh\u00f3m s\u1ea3n ph\u1ea9m th\u1ea5y kh\u1ed1i l\u01b0\u1ee3ng h\u1ed7 tr\u1ee3 ph\u00e1t sinh t\u1eeb m\u1ed9t t\u00ednh n\u0103ng m\u1edbi, h\u1ecd hi\u1ec3u \u0111\u01b0\u1ee3c t\u00e1c \u0111\u1ed9ng c\u1ee7a quy\u1ebft \u0111\u1ecbnh thi\u1ebft k\u1ebf c\u1ee7a m\u00ecnh. S\u1ef1 minh b\u1ea1ch n\u00e0y th\u00fac \u0111\u1ea9y s\u1ef1 th\u1ea5u c\u1ea3m gi\u1eefa c\u00e1c \u0111\u1ed9i nh\u00f3m.<\/p>\n

    \u0110\u1ec3 h\u1ed7 tr\u1ee3 \u0111i\u1ec1u n\u00e0y, h\u00e3y c\u00e2n nh\u1eafc c\u00e1c chi\u1ebfn l\u01b0\u1ee3c sau:<\/p>\n

      \n
    • Ch\u01b0\u01a1ng tr\u00ecnh lu\u00e2n chuy\u1ec3n:<\/strong>Cho ph\u00e9p th\u00e0nh vi\u00ean nh\u00f3m theo d\u00f5i vai tr\u00f2 \u1edf c\u00e1c ph\u00f2ng ban kh\u00e1c. Nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng c\u00f3 th\u1ec3 tham gia c\u00e1c cu\u1ed9c g\u1ecdi h\u1ed7 tr\u1ee3.<\/li>\n
    • Ch\u1ec9 s\u1ed1 KPI chung:<\/strong>T\u1ea1o ra c\u00e1c ch\u1ec9 s\u1ed1 y\u00eau c\u1ea7u s\u1ef1 h\u1ee3p t\u00e1c li\u00ean ph\u00f2ng ban \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c. V\u00ed d\u1ee5: m\u1ed9t ch\u1ec9 s\u1ed1 th\u01b0\u1edfng cho c\u1ea3 b\u1ed9 ph\u1eadn B\u00e1n h\u00e0ng v\u00e0 H\u1ed7 tr\u1ee3 v\u00ec t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/li>\n
    • C\u00e1c bu\u1ed5i l\u00e0m vi\u1ec7c chung:<\/strong>T\u1ed5 ch\u1ee9c \u0111\u1ecbnh k\u1ef3 c\u00e1c bu\u1ed5i h\u1ecdp nh\u00f3m \u0111\u1ec3 c\u00f9ng xem x\u00e9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh, \u0111\u1ea3m b\u1ea3o m\u1ecdi ng\u01b0\u1eddi lu\u00f4n th\u1ed1ng nh\u1ea5t v\u1ec1 t\u1ea7m nh\u00ecn.<\/li>\n<\/ul>\n

      \ud83d\udcca X\u00e1c \u0111\u1ecbnh c\u00e1c ch\u1ec9 s\u1ed1 th\u00e0nh c\u00f4ng<\/h2>\n

      L\u00e0m sao \u0111\u1ec3 bi\u1ebft v\u0103n h\u00f3a \u0111ang thay \u0111\u1ed5i? B\u1ea1n c\u1ea7n c\u00e1c ch\u1ec9 s\u1ed1 ph\u1ea3n \u00e1nh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, ch\u1ee9 kh\u00f4ng ch\u1ec9 k\u1ebft qu\u1ea3 kinh doanh. D\u00f9 doanh thu quan tr\u1ecdng, nh\u01b0ng \u0111\u00f3 l\u00e0 ch\u1ec9 s\u1ed1 ch\u1eadm. C\u00e1c ch\u1ec9 s\u1ed1 d\u1eabn \u0111\u1ea7u \u0111o l\u01b0\u1eddng s\u1ee9c kh\u1ecfe m\u1ed1i quan h\u1ec7.<\/p>\n\n\n\n\n\n\n\n\n\n
      Lo\u1ea1i<\/th>\nCh\u1ec9 s\u1ed1<\/th>\nT\u1ea1i sao \u0111i\u1ec1u \u0111\u00f3 quan tr\u1ecdng<\/th>\n<\/tr>\n<\/thead>\n
      Tr\u1ea3i nghi\u1ec7m<\/td>\nCh\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c kh\u00e1ch h\u00e0ng (CES)<\/td>\n\u0110o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 d\u1ec5 d\u00e0ng \u0111\u1ec3 kh\u00e1ch h\u00e0ng gi\u1ea3i quy\u1ebft m\u1ed9t v\u1ea5n \u0111\u1ec1.<\/td>\n<\/tr>\n
      M\u1ed1i quan h\u1ec7<\/td>\nCh\u1ec9 s\u1ed1 NPS (Net Promoter Score)<\/td>\n\u0110o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 trung th\u00e0nh v\u00e0 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u.<\/td>\n<\/tr>\n
      Hi\u1ec7u qu\u1ea3<\/td>\nGi\u1ea3i quy\u1ebft l\u1ea7n \u0111\u1ea7u ti\u00ean<\/td>\n\u0110o l\u01b0\u1eddng t\u1ed1c \u0111\u1ed9 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 m\u00e0 kh\u00f4ng c\u1ea7n chuy\u1ec3n ti\u1ebfp.<\/td>\n<\/tr>\n
      S\u1ef1 tham gia<\/td>\nTh\u1eddi gian t\u1ea1o gi\u00e1 tr\u1ecb<\/td>\n\u0110o l\u01b0\u1eddng th\u1eddi gian c\u1ea7n thi\u1ebft \u0111\u1ec3 kh\u00e1ch h\u00e0ng nh\u1eadn ra l\u1ee3i \u00edch c\u1ee7a s\u1ea3n ph\u1ea9m.<\/td>\n<\/tr>\n
      Gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/td>\nT\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf<\/td>\n\u0110o l\u01b0\u1eddng t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng ng\u1eebng s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

      C\u00e1c ch\u1ec9 s\u1ed1 n\u00e0y c\u1ea7n \u0111\u01b0\u1ee3c theo d\u00f5i theo th\u1eddi gian \u0111\u1ec3 ph\u00e1t hi\u1ec7n xu h\u01b0\u1edbng. N\u1ebfu CES c\u1ea3i thi\u1ec7n trong khi NPS gi\u1ea3m, \u0111i\u1ec1u \u0111\u00f3 cho th\u1ea5y quy tr\u00ecnh hi\u1ec7u qu\u1ea3 nh\u01b0ng k\u1ebft n\u1ed1i c\u1ea3m x\u00fac l\u1ea1i y\u1ebfu. S\u1ef1 chi ti\u1ebft n\u00e0y cho ph\u00e9p c\u1ea3i ti\u1ebfn theo h\u01b0\u1edbng c\u1ee5 th\u1ec3.<\/p>\n

      \ud83d\uded1 Nh\u1eefng r\u00e0o c\u1ea3n ph\u1ed5 bi\u1ebfn c\u1ea7n tr\u00e1nh<\/h2>\n

      X\u00e2y d\u1ef1ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m l\u00e0 \u0111i\u1ec1u kh\u00f3 kh\u0103n. Ngay c\u1ea3 khi c\u00f3 khung n\u1ec1n t\u1ea3ng v\u1eefng ch\u1eafc, c\u00e1c t\u1ed5 ch\u1ee9c th\u01b0\u1eddng v\u1ea5p ph\u1ea3i nh\u1eefng c\u00e1i b\u1eaby ph\u1ed5 bi\u1ebfn l\u00e0m suy y\u1ebfu n\u1ed7 l\u1ef1c c\u1ee7a h\u1ecd. Nh\u1eadn di\u1ec7n nh\u1eefng \u0111i\u1ec3m nguy hi\u1ec3m n\u00e0y s\u1edbm l\u00e0 \u0111i\u1ec1u then ch\u1ed1t cho th\u00e0nh c\u00f4ng l\u00e2u d\u00e0i.<\/p>\n

      1. H\u1ed9i ch\u1ee9ng ‘Anh h\u00f9ng’<\/h3>\n

      M\u1ed9t ng\u01b0\u1eddi kh\u00f4ng th\u1ec3 x\u00e2y d\u1ef1ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. N\u1ebfu ch\u1ec9 m\u1ed9t nh\u00e0 l\u00e3nh \u0111\u1ea1o th\u00fac \u0111\u1ea9y s\u00e1ng ki\u1ebfn m\u00e0 kh\u00f4ng c\u00f3 s\u1ef1 \u1ee7ng h\u1ed9 t\u1eeb ph\u1ea7n c\u00f2n l\u1ea1i c\u1ee7a t\u1ed5 ch\u1ee9c, n\u1ed7 l\u1ef1c n\u00e0y s\u1ebd d\u1ea7n m\u1ea5t \u0111i khi ng\u01b0\u1eddi \u0111\u00f3 r\u1eddi \u0111i. V\u0103n h\u00f3a ph\u1ea3i \u0111\u01b0\u1ee3c lan t\u1ecfa, ch\u1ee9 kh\u00f4ng th\u1ec3 giao ph\u00f3.<\/p>\n

      2. Nh\u1ea7m l\u1eabn b\u1ea3n \u0111\u1ed3 v\u1edbi th\u1ef1c t\u1ebf<\/h3>\n

      D\u1ec5 d\u00e0ng y\u00eau th\u00edch b\u1ea3n \u0111\u1ed3 h\u01a1n l\u00e0 th\u1ef1c t\u1ebf. C\u00e1c \u0111\u1ed9i c\u00f3 th\u1ec3 d\u00e0nh h\u00e0ng tu\u1ea7n ho\u00e0n thi\u1ec7n h\u00ecnh \u1ea3nh m\u00e0 kh\u00f4ng th\u1ef1c s\u1ef1 tri\u1ec3n khai thay \u0111\u1ed5i. B\u1ea3n \u0111\u1ed3 l\u00e0 c\u00f4ng c\u1ee5, ch\u1ee9 kh\u00f4ng ph\u1ea3i \u0111\u00edch \u0111\u1ebfn. M\u1ee5c ti\u00eau l\u00e0 h\u00e0nh \u0111\u1ed9ng, ch\u1ee9 kh\u00f4ng ph\u1ea3i t\u00ednh th\u1ea9m m\u1ef9.<\/p>\n

      3. B\u1ecf qua tr\u1ea3i nghi\u1ec7m c\u1ee7a nh\u00e2n vi\u00ean<\/h3>\n

      Kh\u00e1ch h\u00e0ng kh\u00f4ng th\u1ec3 c\u00f3 tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c n\u1ebfu nh\u00e2n vi\u00ean c\u1ee7a h\u1ecd c\u1ea3m th\u1ea5y b\u1ef1c b\u1ed9i. S\u1ef1 c\u0103ng th\u1eb3ng n\u1ed9i b\u1ed9 th\u01b0\u1eddng th\u1ec3 hi\u1ec7n ra b\u00ean ngo\u00e0i. Vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh nh\u00e2n vi\u00ean song song v\u1edbi h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 ti\u1ebft l\u1ed9 n\u01a1i c\u00e1c quy tr\u00ecnh n\u1ed9i b\u1ed9 \u0111ang c\u1ea3n tr\u1edf vi\u1ec7c cung c\u1ea5p d\u1ecbch v\u1ee5.<\/p>\n

      4. Thi\u1ebfu s\u1ef1 h\u1ed7 tr\u1ee3 t\u1eeb l\u00e3nh \u0111\u1ea1o<\/h3>\n

      Thi\u1ebfu s\u1ef1 tham gia t\u00edch c\u1ef1c t\u1eeb l\u00e3nh \u0111\u1ea1o, c\u00e1c s\u00e1ng ki\u1ebfn th\u01b0\u1eddng b\u1ecb \u0111\u00ecnh tr\u1ec7. L\u00e3nh \u0111\u1ea1o ph\u1ea3i l\u00e0m g\u01b0\u01a1ng cho h\u00e0nh vi mong \u0111\u1ee3i. H\u1ecd ph\u1ea3i \u0111\u1eb7t c\u00e2u h\u1ecfi v\u1ec1 ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng trong c\u00e1c cu\u1ed9c h\u1ecdp v\u00e0 \u01b0u ti\u00ean c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m h\u01a1n l\u00e0 nh\u1eefng chi\u1ebfn th\u1eafng chi\u1ebfn thu\u1eadt ng\u1eafn h\u1ea1n.<\/p>\n

      \ud83d\udd04 Duy tr\u00ec v\u0103n h\u00f3a<\/h2>\n

      Duy tr\u00ec v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u00f2i h\u1ecfi n\u1ed7 l\u1ef1c li\u00ean t\u1ee5c. \u0110\u00f3 kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t \u0111i\u1ec3m \u0111\u1ebfn m\u00e0 l\u00e0 m\u1ed9t h\u00e0nh tr\u00ecnh. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1c chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o t\u00ednh b\u1ec1n v\u1eefng.<\/p>\n

        \n
      • V\u00f2ng ki\u1ec3m tra \u0111\u1ecbnh k\u1ef3:<\/strong>L\u00ean l\u1ecbch ki\u1ec3m tra \u0111\u1ecbnh k\u1ef3 m\u1ed7i qu\u00fd \u0111\u1ed1i v\u1edbi b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \u0111\u1ec3 t\u00edch h\u1ee3p d\u1eef li\u1ec7u m\u1edbi v\u00e0 nh\u1eefng thay \u0111\u1ed5i th\u1ecb tr\u01b0\u1eddng.<\/li>\n
      • Ghi nh\u1eadn th\u00e0nh c\u00f4ng:<\/strong>C\u00f4ng khai ghi nh\u1eadn c\u00e1c \u0111\u1ed9i nh\u00f3m ho\u1eb7c c\u00e1 nh\u00e2n \u0111\u00e3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. S\u1ef1 khen th\u01b0\u1edfng t\u00edch c\u1ef1c s\u1ebd th\u00fac \u0111\u1ea9y h\u00e0nh vi.<\/li>\n
      • H\u1ed9i \u0111\u1ed3ng t\u01b0 v\u1ea5n kh\u00e1ch h\u00e0ng:<\/strong>T\u1ea1o m\u1ed9t k\u00eanh ch\u00ednh th\u1ee9c \u0111\u1ec3 kh\u00e1ch h\u00e0ng cung c\u1ea5p ph\u1ea3n h\u1ed3i tr\u1ef1c ti\u1ebfp \u0111\u1ebfn l\u00e3nh \u0111\u1ea1o.<\/li>\n
      • Ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o:<\/strong>\u0110\u1ea7u t\u01b0 v\u00e0o c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o d\u1ea1y s\u1ef1 th\u1ea5u c\u1ea3m v\u00e0 t\u01b0 duy l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m cho t\u1ea5t c\u1ea3 nh\u00e2n vi\u00ean m\u1edbi.<\/li>\n<\/ul>\n

        \ud83c\udf0d T\u00e1c \u0111\u1ed9ng lan t\u1ecfa c\u1ee7a vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3<\/h2>\n

        Khi m\u1ed9t t\u1ed5 ch\u1ee9c th\u1ef1c s\u1ef1 cam k\u1ebft v\u00e0o vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 v\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, l\u1ee3i \u00edch s\u1ebd v\u01b0\u1ee3t ra ngo\u00e0i kh\u00e1ch h\u00e0ng. N\u00f3 c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n nh\u00e2n vi\u00ean, v\u00ec nh\u00e2n vi\u00ean c\u1ea3m th\u1ea5y g\u1eafn k\u1ebft h\u01a1n v\u1edbi t\u00e1c \u0111\u1ed9ng c\u1ee7a c\u00f4ng vi\u1ec7c m\u00ecnh l\u00e0m. N\u00f3 th\u00fac \u0111\u1ea9y \u0111\u1ed5i m\u1edbi, khi nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc ti\u1ebft l\u1ed9 nh\u1eefng nhu c\u1ea7u ch\u01b0a \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng. N\u00f3 x\u00e2y d\u1ef1ng kh\u1ea3 n\u0103ng th\u00edch \u1ee9ng, khi t\u1ed5 ch\u1ee9c nhanh ch\u00f3ng th\u00edch nghi v\u1edbi nh\u1eefng thay \u0111\u1ed5i tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/p>\n

        B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1edf th\u00e0nh la b\u00e0n cho to\u00e0n b\u1ed9 doanh nghi\u1ec7p. N\u00f3 \u0111\u1ecbnh h\u01b0\u1edbng c\u00e1c quy\u1ebft \u0111\u1ecbnh s\u1ea3n ph\u1ea9m, cung c\u1ea5p th\u00f4ng tin cho th\u00f4ng \u0111i\u1ec7p marketing, \u0111\u1ecbnh h\u00ecnh c\u00e1c quy tr\u00ecnh h\u1ed7 tr\u1ee3 v\u00e0 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn l\u1eadp k\u1ebf ho\u1ea1ch chi\u1ebfn l\u01b0\u1ee3c. Khi m\u1ecdi ng\u01b0\u1eddi c\u00f9ng nh\u00ecn v\u00e0o b\u1ea3n \u0111\u1ed3 gi\u1ed1ng nhau, m\u1ecdi ng\u01b0\u1eddi s\u1ebd c\u00f9ng \u0111i theo m\u1ed9t h\u01b0\u1edbng.<\/p>\n

        \ud83d\udd0d Kh\u00e1m ph\u00e1 s\u00e2u: H\u00e0nh tr\u00ecnh c\u1ea3m x\u00fac so v\u1edbi h\u00e0nh tr\u00ecnh ch\u1ee9c n\u0103ng<\/h2>\n

        \u0110\u1ec3 tinh ch\u1ec9nh v\u0103n h\u00f3a th\u00eam, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i ph\u00e2n bi\u1ec7t gi\u1eefa h\u00e0nh tr\u00ecnh ch\u1ee9c n\u0103ng v\u00e0 h\u00e0nh tr\u00ecnh c\u1ea3m x\u00fac. H\u00e0nh tr\u00ecnh ch\u1ee9c n\u0103ng l\u00e0 chu\u1ed7i c\u00e1c b\u01b0\u1edbc m\u00e0 kh\u00e1ch h\u00e0ng th\u1ef1c hi\u1ec7n \u0111\u1ec3 ho\u00e0n th\u00e0nh m\u1ed9t nhi\u1ec7m v\u1ee5. H\u00e0nh tr\u00ecnh c\u1ea3m x\u00fac l\u00e0 c\u1ea3m gi\u00e1c h\u1ecd tr\u1ea3i qua \u1edf m\u1ed7i b\u01b0\u1edbc.<\/p>\n\n\n\n\n\n\n\n\n\n
        Giai \u0111o\u1ea1n<\/th>\nH\u00e0nh \u0111\u1ed9ng ch\u1ee9c n\u0103ng<\/th>\nTr\u1ea1ng th\u00e1i c\u1ea3m x\u00fac<\/th>\n<\/tr>\n<\/thead>\n
        Nh\u1eadn th\u1ee9c<\/td>\nTh\u1ea5y m\u1ed9t qu\u1ea3ng c\u00e1o ho\u1eb7c b\u00e0i \u0111\u0103ng<\/td>\nT\u00f2 m\u00f2, nghi ng\u1edd<\/td>\n<\/tr>\n
        Xem x\u00e9t<\/td>\nSo s\u00e1nh c\u00e1c l\u1ef1a ch\u1ecdn<\/td>\nLo l\u1eafng, mong \u0111\u1ee3i<\/td>\n<\/tr>\n
        Mua h\u00e0ng<\/td>\nHo\u00e0n t\u1ea5t thanh to\u00e1n<\/td>\nTh\u1edf ph\u00e0o, h\u00e0o h\u1ee9ng<\/td>\n<\/tr>\n
        S\u1eed d\u1ee5ng<\/td>\nS\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m<\/td>\nH\u00e0i l\u00f2ng, b\u1ef1c b\u1ed9i<\/td>\n<\/tr>\n
        Th\u00e2n thi\u1ec7n, \u1ee7ng h\u1ed9<\/td>\nG\u1ee3i \u00fd cho ng\u01b0\u1eddi kh\u00e1c<\/td>\nT\u1ef1 h\u00e0o, trung th\u00e0nh<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

        Ch\u1ec9 t\u1eadp trung v\u00e0o c\u00e1c h\u00e0nh \u0111\u1ed9ng ch\u1ee9c n\u0103ng c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m ‘\u0111\u00fang nh\u01b0ng l\u1ea1nh l\u1ebdo’. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 ho\u00e0n th\u00e0nh quy tr\u00ecnh thanh to\u00e1n (th\u00e0nh c\u00f4ng v\u1ec1 m\u1eb7t ch\u1ee9c n\u0103ng) nh\u01b0ng c\u1ea3m th\u1ea5y v\u1ed9i v\u00e3 ho\u1eb7c b\u1ed1i r\u1ed1i (th\u1ea5t b\u1ea1i v\u1ec1 m\u1eb7t c\u1ea3m x\u00fac). M\u1ed9t v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u01b0u ti\u00ean tr\u1ea1ng th\u00e1i c\u1ea3m x\u00fac, \u0111\u1ea3m b\u1ea3o c\u00e1c b\u01b0\u1edbc ch\u1ee9c n\u0103ng h\u1ed7 tr\u1ee3, ch\u1ee9 kh\u00f4ng c\u1ea3n tr\u1edf, c\u1ea3m gi\u00e1c mong mu\u1ed1n.<\/p>\n

        \ud83d\udee0\ufe0f T\u00edch h\u1ee3p c\u00e1c v\u00f2ng ph\u1ea3n h\u1ed3i<\/h2>\n

        Vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t s\u1ef1 ki\u1ec7n duy nh\u1ea5t. N\u00f3 \u0111\u00f2i h\u1ecfi d\u00f2ng ph\u1ea3n h\u1ed3i li\u00ean t\u1ee5c \u0111\u1ec3 duy tr\u00ec \u0111\u1ed9 ch\u00ednh x\u00e1c. Vi\u1ec7c t\u00edch h\u1ee3p c\u00e1c v\u00f2ng ph\u1ea3n h\u1ed3i v\u00e0o quy tr\u00ecnh l\u00e0m vi\u1ec7c h\u00e0ng ng\u00e0y \u0111\u1ea3m b\u1ea3o b\u1ea3n \u0111\u1ed3 ph\u1ea3n \u00e1nh \u0111\u00fang th\u1ef1c t\u1ebf.<\/p>\n

          \n
        • Ph\u1ea3n h\u1ed3i t\u1ee9c th\u00ec:<\/strong>S\u1eed d\u1ee5ng c\u00e1c l\u1eddi nh\u1eafc trong \u1ee9ng d\u1ee5ng \u0111\u1ec3 ghi nh\u1eadn c\u1ea3m x\u00fac ngay sau khi giao d\u1ecbch.<\/li>\n
        • Kh\u1ea3o s\u00e1t sau t\u01b0\u01a1ng t\u00e1c:<\/strong>G\u1eedi kh\u1ea3o s\u00e1t ng\u1eafn sau c\u00e1c cu\u1ed9c g\u1ecdi h\u1ed7 tr\u1ee3 ho\u1eb7c cu\u1ed9c h\u1ecdp b\u00e1n h\u00e0ng.<\/li>\n
        • L\u1eafng nghe x\u00e3 h\u1ed9i:<\/strong>Theo d\u00f5i c\u00e1c k\u00eanh truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i \u0111\u1ec3 nh\u1eadn ph\u1ea3n h\u1ed3i kh\u00f4ng mong mu\u1ed1n v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u.<\/li>\n
        • Ph\u1ea3n h\u1ed3i n\u1ed9i b\u1ed9:<\/strong>H\u1ecfi nh\u00e2n vi\u00ean nh\u1eefng r\u00e0o c\u1ea3n h\u1ecd g\u1eb7p ph\u1ea3i khi ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n

          C\u00e1c lu\u1ed3ng d\u1eef li\u1ec7u n\u00e0y \u0111\u01b0\u1ee3c \u0111\u01b0a tr\u1edf l\u1ea1i qu\u00e1 tr\u00ecnh l\u1eadp b\u1ea3n \u0111\u1ed3. Khi m\u1ed9t xu h\u01b0\u1edbng xu\u1ea5t hi\u1ec7n, b\u1ea3n \u0111\u1ed3 s\u1ebd \u0111\u01b0\u1ee3c c\u1eadp nh\u1eadt. Khi m\u1ed9t quy tr\u00ecnh b\u1ecb l\u1ed7i, b\u1ea3n \u0111\u1ed3 s\u1ebd l\u00e0m n\u1ed5i b\u1eadt n\u00f3. \u0110i\u1ec1u n\u00e0y t\u1ea1o ra m\u1ed9t t\u1ed5 ch\u1ee9c linh ho\u1ea1t, c\u00f3 kh\u1ea3 n\u0103ng th\u00edch \u1ee9ng v\u1edbi nhu c\u1ea7u kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch th\u1ef1c th\u1eddi.<\/p>\n

          \ud83d\ude80 Nh\u1eefng suy ngh\u0129 cu\u1ed1i c\u00f9ng v\u1ec1 th\u1ef1c hi\u1ec7n<\/h2>\n

          X\u00e2y d\u1ef1ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m th\u00f4ng qua vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 l\u00e0 m\u1ed9t h\u00e0nh tr\u00ecnh ri\u00eang bi\u1ec7t. N\u00f3 \u0111\u00f2i h\u1ecfi s\u1ef1 ki\u00ean nh\u1eabn, k\u1ef7 lu\u1eadt v\u00e0 tinh th\u1ea7n s\u1eb5n s\u00e0ng l\u1eafng nghe. N\u00f3 y\u00eau c\u1ea7u c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o ph\u1ea3i g\u00e1c l\u1ea1i nh\u1eefng gi\u1ea3 \u0111\u1ecbnh c\u1ee7a m\u00ecnh v\u00e0 \u0111\u00f3n nh\u1eadn th\u1ef1c t\u1ebf v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Khi \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n \u0111\u00fang c\u00e1ch, \u0111i\u1ec1u n\u00e0y s\u1ebd bi\u1ebfn t\u1ed5 ch\u1ee9c t\u1eeb m\u1ed9t t\u1eadp h\u1ee3p c\u00e1c ph\u00f2ng ban th\u00e0nh m\u1ed9t l\u1ef1c l\u01b0\u1ee3ng th\u1ed1ng nh\u1ea5t, t\u1eadn t\u00e2m ph\u1ee5c v\u1ee5 con ng\u01b0\u1eddi.<\/p>\n

          B\u1ea3n \u0111\u1ed3 l\u00e0 c\u00f4ng c\u1ee5, nh\u01b0ng v\u0103n h\u00f3a ch\u00ednh l\u00e0 k\u1ebft qu\u1ea3. B\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o s\u1ef1 th\u1ea5u c\u1ea3m, h\u1ee3p t\u00e1c v\u00e0 h\u00e0nh \u0111\u1ed9ng, c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 t\u1ea1o ra m\u00f4i tr\u01b0\u1eddng m\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m kh\u00f4ng ch\u1ec9 l\u00e0 kh\u1ea9u hi\u1ec7u, m\u00e0 l\u00e0 c\u00e1ch h\u1ecd v\u1eadn h\u00e0nh. S\u1ef1 cam k\u1ebft n\u00e0y mang l\u1ea1i l\u1ee3i \u00edch r\u00f5 r\u1ec7t v\u1ec1 l\u00f2ng trung th\u00e0nh, t\u0103ng tr\u01b0\u1edfng v\u00e0 s\u1ef1 b\u1ec1n v\u1eefng. Con \u0111\u01b0\u1eddng \u0111\u00e3 r\u00f5 r\u00e0ng; bi\u1ebfn s\u1ed1 duy nh\u1ea5t c\u00f2n l\u1ea1i l\u00e0 s\u1ef1 s\u1eb5n s\u00e0ng \u0111\u1ec3 b\u01b0\u1edbc \u0111i.<\/p>\n

          B\u1eaft \u0111\u1ea7u ngay h\u00f4m nay. T\u1eadp h\u1ee3p \u0111\u1ed9i ng\u0169 c\u1ee7a b\u1ea1n. Nh\u00ecn v\u00e0o h\u00e0nh tr\u00ecnh qua \u0111\u00f4i m\u1eaft c\u1ee7a h\u1ecd. B\u1ea3n \u0111\u1ed3 s\u1ebd ch\u1ec9 \u0111\u01b0\u1eddng cho b\u1ea1n.<\/p>\n","protected":false},"excerpt":{"rendered":"

          Trong b\u1ed1i c\u1ea3nh kinh doanh hi\u1ec7n \u0111\u1ea1i, s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa m\u1ed9t c\u00f4ng ty ch\u1ec9 t\u1ed3n t\u1ea1i v\u00e0 m\u1ed9t c\u00f4ng ty ph\u00e1t tri\u1ec3n m\u1ea1nh th\u01b0\u1eddng n\u1eb1m \u1edf m\u1ee9c \u0111\u1ed9 hi\u1ec3u…<\/p>\n","protected":false},"author":1,"featured_media":137,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_title":"X\u00e2y d\u1ef1ng V\u0103n h\u00f3a l\u1ea5y Kh\u00e1ch h\u00e0ng l\u00e0m Trung t\u00e2m th\u00f4ng qua B\u1ea3n \u0111\u1ed3 H\u00e0nh tr\u00ecnh","_yoast_wpseo_metadesc":"H\u1ecdc c\u00e1ch x\u00e2y d\u1ef1ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh. 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