{"id":168,"date":"2026-04-02T17:12:40","date_gmt":"2026-04-02T17:12:40","guid":{"rendered":"https:\/\/www.hi-posts.com\/vn\/common-pitfalls-customer-journey-mapping\/"},"modified":"2026-04-02T17:12:40","modified_gmt":"2026-04-02T17:12:40","slug":"common-pitfalls-customer-journey-mapping","status":"publish","type":"post","link":"https:\/\/www.hi-posts.com\/vn\/common-pitfalls-customer-journey-mapping\/","title":{"rendered":"Nh\u1eefng sai l\u1ea7m ph\u1ed5 bi\u1ebfn trong vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1ch tr\u00e1nh ch\u00fang"},"content":{"rendered":"

Vi\u1ec7c x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 v\u1ebd nh\u1eefng \u0111\u01b0\u1eddng tr\u00ean b\u1ea3ng tr\u1eafng. \u0110\u00f3 l\u00e0 v\u1ec1 vi\u1ec7c th\u1ea5u hi\u1ec3u tr\u1ea3i nghi\u1ec7m con ng\u01b0\u1eddi \u0111\u1eb1ng sau m\u1ed7i t\u01b0\u01a1ng t\u00e1c. Khi l\u00e0m \u0111\u00fang, n\u00f3 s\u1ebd ti\u1ebft l\u1ed9 nh\u1eefng \u0111i\u1ec3m ngh\u1ebdn \u1ea9n v\u00e0 c\u01a1 h\u1ed9i k\u1ebft n\u1ed1i th\u1ef1c s\u1ef1. Tuy nhi\u00ean, nhi\u1ec1u t\u1ed5 ch\u1ee9c v\u1ea5p ng\u00e3 khi c\u1ed1 g\u1eafng chuy\u1ec3n \u0111\u1ed5i c\u00e1c h\u00e0nh vi ph\u1ee9c t\u1ea1p th\u00e0nh nh\u1eefng s\u01a1 \u0111\u1ed3 tr\u1ef1c quan. S\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa m\u1ed9t b\u1ea3n \u0111\u1ed3 b\u1ecb b\u1ecf qu\u00ean v\u00e0 m\u1ed9t b\u1ea3n \u0111\u1ed3 th\u00fac \u0111\u1ea9y chi\u1ebfn l\u01b0\u1ee3c n\u1eb1m \u1edf chi ti\u1ebft.<\/p>\n

H\u01b0\u1edbng d\u1eabn n\u00e0y kh\u00e1m ph\u00e1 nh\u1eefng l\u1ed7i ph\u1ed5 bi\u1ebfn nh\u1ea5t m\u00e0 c\u00e1c \u0111\u1ed9i ng\u0169 m\u1eafc ph\u1ea3i trong qu\u00e1 tr\u00ecnh l\u1eadp b\u1ea3n \u0111\u1ed3. Ch\u00fang ta s\u1ebd xem l\u00fd do t\u1ea1i sao c\u00e1c gi\u1ea3 \u0111\u1ecbnh th\u1ea5t b\u1ea1i, c\u00e1ch kho\u1ea3ng tr\u1ed1ng d\u1eef li\u1ec7u t\u1ea1o ra nh\u1eefng \u0111i\u1ec3m m\u00f9, v\u00e0 nh\u1eefng thay \u0111\u1ed5i c\u1ea5u tr\u00fac c\u1ea7n thi\u1ebft \u0111\u1ec3 b\u1ea3n \u0111\u1ed3 c\u1ee7a b\u1ea1n tr\u1edf n\u00ean kh\u1ea3 thi. B\u1eb1ng c\u00e1ch hi\u1ec3u r\u00f5 nh\u1eefng \u0111i\u1ec3m sai l\u1ea7m n\u00e0y, b\u1ea1n c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng m\u1ed9t c\u00f4ng c\u1ee5 ph\u1ea3n \u00e1nh \u0111\u00fang th\u1ef1c t\u1ebf.<\/p>\n

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\"Line<\/figure>\n<\/div>\n

T\u1ea1i sao vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng th\u01b0\u1eddng th\u1ea5t b\u1ea1i \ud83d\udcc9<\/h2>\n

M\u1ed9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh l\u00e0 m\u1ed9t gi\u1ea3 thuy\u1ebft. \u0110\u00f3 l\u00e0 m\u1ed9t b\u1ee9c \u1ea3nh ch\u1ee5p l\u1ea1i qu\u00e1 tr\u00ecnh d\u1ef1a tr\u00ean th\u00f4ng tin hi\u1ec7n c\u00f3. Khi c\u00e1c \u0111\u1ed9i ng\u0169 coi n\u00f3 nh\u01b0 m\u1ed9t s\u1ef1 th\u1eadt c\u1ed1 \u0111\u1ecbnh thay v\u00ec m\u1ed9t t\u00e0i li\u1ec7u s\u1ed1ng \u0111\u1ed9ng, v\u1ea5n \u0111\u1ec1 s\u1ebd n\u1ea3y sinh. M\u1ee5c ti\u00eau kh\u00f4ng ch\u1ec9 l\u00e0 tr\u1ef1c quan h\u00f3a con \u0111\u01b0\u1eddng, m\u00e0 c\u00f2n l\u00e0 t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn k\u1ebft qu\u1ea3. Nhi\u1ec1u t\u1ed5 ch\u1ee9c b\u1ecf qua c\u00f4ng vi\u1ec7c n\u1ec1n t\u1ea3ng nghi\u00eam ng\u1eb7t c\u1ea7n thi\u1ebft \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o s\u1ef1 tr\u1ef1c quan h\u00f3a n\u00e0y ch\u00ednh x\u00e1c.<\/p>\n

Nh\u1eefng l\u00fd do ph\u1ed5 bi\u1ebfn d\u1eabn \u0111\u1ebfn th\u1ea5t b\u1ea1i bao g\u1ed3m:<\/p>\n

    \n
  • Thi\u1ebfu s\u1ef1 tham gia t\u1eeb nhi\u1ec1u b\u1ed9 ph\u1eadn:<\/strong>B\u1ed9 ph\u1eadn Marketing t\u1ea1o b\u1ea3n \u0111\u1ed3 m\u00e0 kh\u00f4ng c\u00f3 s\u1ef1 tham gia t\u1eeb B\u00e1n h\u00e0ng ho\u1eb7c H\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng.<\/li>\n
  • Thi\u1ebfu h\u1ee5t d\u1eef li\u1ec7u:<\/strong>D\u1ef1a v\u00e0o nh\u1eefng c\u00e2u chuy\u1ec7n c\u00e1 nh\u00e2n thay v\u00ec d\u1eef li\u1ec7u h\u00e0nh vi.<\/li>\n
  • T\u1eadp trung n\u1ed9i b\u1ed9:<\/strong>Thi\u1ebft k\u1ebf v\u00ec s\u1ef1 thu\u1eadn ti\u1ec7n c\u1ee7a doanh nghi\u1ec7p thay v\u00ec nhu c\u1ea7u c\u1ee7a ng\u01b0\u1eddi d\u00f9ng.<\/li>\n
  • Qu\u00e1 t\u1ea3i \u0111\u1ed9 ph\u1ee9c t\u1ea1p:<\/strong>C\u1ed1 g\u1eafng l\u1eadp b\u1ea3n \u0111\u1ed3 t\u1eebng \u0111i\u1ec3m ti\u1ebfp x\u00fac m\u1ed9t m\u00e0 kh\u00f4ng c\u00f3 s\u1ef1 \u01b0u ti\u00ean.<\/li>\n<\/ul>\n

    Sai l\u1ea7m th\u1ee9 1: Gi\u1ea3 \u0111\u1ecbnh tuy\u1ebfn t\u00ednh \ud83d\udccf<\/h2>\n

    M\u1ed9t trong nh\u1eefng sai l\u1ea7m dai d\u1eb3ng nh\u1ea5t l\u00e0 coi h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng nh\u01b0 m\u1ed9t \u0111\u01b0\u1eddng th\u1eb3ng. H\u00e0nh vi tr\u00ean th\u1ef1c t\u1ebf hi\u1ebfm khi tuy\u1ebfn t\u00ednh. Kh\u00e1ch h\u00e0ng nh\u1ea3y qua c\u00e1c k\u00eanh, quay l\u1ea1i c\u00e1c b\u01b0\u1edbc tr\u01b0\u1edbc \u0111\u00f3, ho\u1eb7c b\u1ecf qua ho\u00e0n to\u00e0n m\u1ed9t giai \u0111o\u1ea1n. Vi\u1ec7c gi\u1ea3 \u0111\u1ecbnh m\u1ed9t \u1ed1ng d\u1eabn ho\u00e0n h\u1ea3o s\u1ebd b\u1ecf qua b\u1ea3n ch\u1ea5t h\u1ed7n lo\u1ea1n c\u1ee7a t\u01b0\u01a1ng t\u00e1c hi\u1ec7n \u0111\u1ea1i.<\/p>\n

    H\u1eadu qu\u1ea3<\/h3>\n

    Khi b\u1ea1n gi\u1ea3 \u0111\u1ecbnh t\u00ednh tuy\u1ebfn t\u00ednh, b\u1ea1n s\u1ebd b\u1ecf l\u1ee1 nh\u1eefng th\u1eddi \u0111i\u1ec3m quan tr\u1ecdng khi kh\u00e1ch h\u00e0ng quay l\u1ea1i. M\u1ed9t ng\u01b0\u1eddi d\u00f9ng c\u00f3 th\u1ec3 b\u1ecf gi\u1ecf h\u00e0ng, r\u1eddi \u0111i v\u00e0 quay l\u1ea1i m\u1ed9t tu\u1ea7n sau \u0111\u00f3 qua thi\u1ebft b\u1ecb kh\u00e1c. N\u1ebfu b\u1ea3n \u0111\u1ed3 c\u1ee7a b\u1ea1n kh\u00f4ng t\u00ednh \u0111\u1ebfn v\u00f2ng l\u1eb7p n\u00e0y, b\u1ea1n s\u1ebd kh\u00f4ng th\u1ec3 t\u1ed1i \u01b0u h\u00f3a h\u00e0nh tr\u00ecnh quay l\u1ea1i.<\/p>\n

    C\u00e1ch kh\u1eafc ph\u1ee5c<\/h3>\n
      \n
    • L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh nh\u01b0 m\u1ed9t v\u00f2ng tr\u00f2n, ch\u1ee9 kh\u00f4ng ph\u1ea3i \u0111\u01b0\u1eddng th\u1eb3ng.<\/li>\n
    • X\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m quy\u1ebft \u0111\u1ecbnh n\u01a1i ng\u01b0\u1eddi d\u00f9ng t\u00e1ch nh\u00e1nh.<\/li>\n
    • S\u1eed d\u1ee5ng d\u1eef li\u1ec7u \u0111\u1ec3 t\u00ecm ra c\u00e1c \u0111i\u1ec3m quay l\u1ea1i ph\u1ed5 bi\u1ebfn.<\/li>\n
    • Ch\u1ea5p nh\u1eadn r\u1eb1ng c\u00e1c h\u00e0nh tr\u00ecnh kh\u00f4ng tuy\u1ebfn t\u00ednh l\u00e0 \u0111i\u1ec1u b\u00ecnh th\u01b0\u1eddng.<\/li>\n<\/ul>\n

      Sai l\u1ea7m th\u1ee9 2: B\u1eaby thi\u00ean v\u1ecb n\u1ed9i b\u1ed9 \ud83c\udfe2<\/h2>\n

      R\u1ea5t d\u1ec5 \u0111\u1ec3 l\u1eadp b\u1ea3n \u0111\u1ed3 quy tr\u00ecnh t\u1eeb g\u00f3c nh\u00ecn c\u1ee7a t\u1ed5 ch\u1ee9c. \u0110i\u1ec1u \u0111\u00f3 c\u00f3 ngh\u0129a l\u00e0 li\u1ec7t k\u00ea c\u00e1c b\u01b0\u1edbc nh\u01b0 \u201cN\u1ed9p \u0111\u01a1n\u201d, \u201cPh\u00ea duy\u1ec7t b\u1edfi Qu\u1ea3n l\u00fd\u201d, v\u00e0 \u201cEmail ph\u00ea duy\u1ec7t\u201d. M\u1eb7c d\u00f9 nh\u1eefng b\u01b0\u1edbc n\u00e0y ch\u00ednh x\u00e1c v\u1edbi doanh nghi\u1ec7p, nh\u01b0ng ch\u00fang ho\u00e0n to\u00e0n v\u00f4 ngh\u0129a v\u1edbi kh\u00e1ch h\u00e0ng. Kh\u00e1ch h\u00e0ng kh\u00f4ng quan t\u00e2m \u0111\u1ebfn quy tr\u00ecnh ph\u00ea duy\u1ec7t n\u1ed9i b\u1ed9 c\u1ee7a b\u1ea1n.<\/p>\n

      H\u1eadu qu\u1ea3<\/h3>\n

      \u0110i\u1ec1u n\u00e0y t\u1ea1o ra s\u1ef1 t\u00e1ch bi\u1ec7t. B\u1ea3n \u0111\u1ed3 cho th\u1ea5y s\u1ef1 hi\u1ec7u qu\u1ea3 \u1edf n\u01a1i kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y b\u1ed1i r\u1ed1i. N\u00f3 nh\u1ea5n m\u1ea1nh c\u00e1c m\u1ed1c n\u1ed9i b\u1ed9 thay v\u00ec m\u1ee5c ti\u00eau c\u1ee7a ng\u01b0\u1eddi d\u00f9ng. Cu\u1ed1i c\u00f9ng, b\u1ea1n ch\u1ec9 t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh l\u00e0m vi\u1ec7c c\u1ee7a m\u00ecnh, ch\u1ee9 kh\u00f4ng ph\u1ea3i tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd.<\/p>\n

      C\u00e1ch kh\u1eafc ph\u1ee5c<\/h3>\n
        \n
      • T\u1eadp trung v\u00e0o m\u1ee5c ti\u00eau c\u1ee7a kh\u00e1ch h\u00e0ng, ch\u1ee9 kh\u00f4ng ph\u1ea3i c\u00e1c b\u01b0\u1edbc c\u1ee7a doanh nghi\u1ec7p.<\/li>\n
      • S\u1eed d\u1ee5ng ng\u00f4n ng\u1eef m\u00e0 kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng, ch\u1ee9 kh\u00f4ng ph\u1ea3i t\u1eeb ng\u1eef n\u1ed9i b\u1ed9.<\/li>\n
      • Bao g\u1ed3m c\u00e1c tr\u1ea1ng th\u00e1i c\u1ea3m x\u00fac \u1edf m\u1ed7i giai \u0111o\u1ea1n.<\/li>\n
      • X\u00e1c th\u1ef1c b\u1ea3n \u0111\u1ed3 b\u1eb1ng c\u00e1c cu\u1ed9c ph\u1ecfng v\u1ea5n kh\u00e1ch h\u00e0ng th\u1ef1c t\u1ebf.<\/li>\n<\/ul>\n

        Sai l\u1ea7m 3: B\u1ecf qua b\u1ed1i c\u1ea3nh c\u1ea3m x\u00fac \ud83d\ude14<\/h2>\n

        Nhi\u1ec1u b\u1ea3n \u0111\u1ed3 li\u1ec7t k\u00ea c\u00e1c h\u00e0nh \u0111\u1ed9ng v\u00e0 \u0111i\u1ec3m ti\u1ebfp x\u00fac nh\u01b0ng b\u1ecf qua c\u1ea3m x\u00fac li\u00ean quan \u0111\u1ebfn ch\u00fang. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 ho\u00e0n t\u1ea5t vi\u1ec7c mua h\u00e0ng, nh\u01b0ng h\u1ecd c\u00f3 c\u1ea3m th\u1ea5y nh\u1eb9 nh\u00f5m, lo \u00e2u hay ph\u1ea5n kh\u00edch kh\u00f4ng? Kh\u00f4ng c\u00f3 d\u1eef li\u1ec7u c\u1ea3m x\u00fac, b\u1ea3n \u0111\u1ed3 ch\u1ec9 l\u00e0 s\u01a1 \u0111\u1ed3 lu\u1ed3ng quy tr\u00ecnh.<\/p>\n

        H\u1eadu qu\u1ea3<\/h3>\n

        Kh\u00f4ng c\u00f3 b\u1ed1i c\u1ea3nh c\u1ea3m x\u00fac, b\u1ea1n kh\u00f4ng th\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m \u0111au khi\u1ebfn kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 ch\u1ecbu \u0111\u1ef1ng m\u1ed9t quy tr\u00ecnh ch\u1eadm v\u00ec h\u1ecd h\u00e0o h\u1ee9ng v\u1edbi s\u1ea3n ph\u1ea9m, ho\u1eb7c h\u1ecd c\u00f3 th\u1ec3 t\u1eeb b\u1ecf m\u1ed9t quy tr\u00ecnh nhanh v\u00ec c\u1ea3m th\u1ea5y kh\u00f4ng an to\u00e0n. C\u1ea3m x\u00fac chi ph\u1ed1i quy\u1ebft \u0111\u1ecbnh nhi\u1ec1u h\u01a1n l\u00fd tr\u00ed.<\/p>\n

        C\u00e1ch kh\u1eafc ph\u1ee5c<\/h3>\n
          \n
        • Bao g\u1ed3m \u0111\u01b0\u1eddng cong c\u1ea3m x\u00fac tr\u00ean b\u1ea3n \u0111\u1ed3 c\u1ee7a b\u1ea1n.<\/li>\n
        • Ghi ch\u00fa c\u00e1c \u0111i\u1ec3m cao v\u00e0 th\u1ea5p v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng.<\/li>\n
        • Thu th\u1eadp ph\u1ea3n h\u1ed3i \u0111\u1ecbnh t\u00ednh v\u1ec1 c\u1ea3m x\u00fac trong qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c.<\/li>\n
        • H\u1ecfi \u2018\u0110i\u1ec1u n\u00e0y khi\u1ebfn b\u1ea1n c\u1ea3m th\u1ea5y th\u1ebf n\u00e0o?\u2019 trong m\u1ed7i b\u00e0i ki\u1ec3m th\u1eed ng\u01b0\u1eddi d\u00f9ng.<\/li>\n<\/ul>\n

          Sai l\u1ea7m 4: D\u1ef1a v\u00e0o gi\u1ea3 \u0111\u1ecbnh thay v\u00ec d\u1eef li\u1ec7u \ud83d\udd2e<\/h2>\n

          C\u00e1c \u0111\u1ed9i th\u01b0\u1eddng t\u1ea1o b\u1ea3n \u0111\u1ed3 d\u1ef1a tr\u00ean nh\u1eefng g\u00ec h\u1ecd ngh\u0129 kh\u00e1ch h\u00e0ng l\u00e0m, ch\u1ee9 kh\u00f4ng ph\u1ea3i nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 l\u00e0m. \u0110\u00e2y l\u00e0 sai l\u1ea7m \u2018\u00fd ki\u1ebfn chuy\u00ean gia\u2019. L\u00e3nh \u0111\u1ea1o cho r\u1eb1ng h\u1ecd hi\u1ec3u kh\u00e1ch h\u00e0ng, nh\u01b0ng n\u1ebfu kh\u00f4ng c\u00f3 d\u1eef li\u1ec7u, nh\u1eefng gi\u1ea3 \u0111\u1ecbnh n\u00e0y ch\u1ec9 l\u00e0 ph\u1ecfng \u0111o\u00e1n.<\/p>\n

          H\u1eadu qu\u1ea3<\/h3>\n

          Chi\u1ebfn l\u01b0\u1ee3c x\u00e2y d\u1ef1ng tr\u00ean gi\u1ea3 \u0111\u1ecbnh d\u1eabn \u0111\u1ebfn l\u00e3ng ph\u00ed ngu\u1ed3n l\u1ef1c. B\u1ea1n c\u00f3 th\u1ec3 \u0111\u1ea7u t\u01b0 v\u00e0o m\u1ed9t k\u00eanh m\u00e0 kh\u00f4ng ai s\u1eed d\u1ee5ng, ho\u1eb7c b\u1ecf qua m\u1ed9t \u0111i\u1ec3m ngh\u1ebdn g\u00e2y ra 50% t\u1ef7 l\u1ec7 t\u1eeb ch\u1ed1i. \u0110i\u1ec1u n\u00e0y d\u1eabn \u0111\u1ebfn s\u1ef1 t\u00e1ch r\u1eddi gi\u1eefa chi\u1ebfn l\u01b0\u1ee3c v\u00e0 th\u1ef1c thi.<\/p>\n

          C\u00e1ch kh\u1eafc ph\u1ee5c<\/h3>\n
            \n
          • S\u1eed d\u1ee5ng ph\u00e2n t\u00edch \u0111\u1ec3 x\u00e1c th\u1ef1c c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac.<\/li>\n
          • Ti\u1ebfn h\u00e0nh ki\u1ec3m th\u1eed ng\u01b0\u1eddi d\u00f9ng \u0111\u1ec3 x\u00e1c nh\u1eadn c\u00e1c h\u00e0nh tr\u00ecnh.<\/li>\n
          • Ph\u1ecfng v\u1ea5n kh\u00e1ch h\u00e0ng tr\u1ef1c ti\u1ebfp.<\/li>\n
          • K\u1ebft h\u1ee3p d\u1eef li\u1ec7u \u0111\u1ecbnh l\u01b0\u1ee3ng v\u1edbi th\u00f4ng tin \u0111\u1ecbnh t\u00ednh.<\/li>\n<\/ul>\n

            Sai l\u1ea7m 5: C\u00e1ch ti\u1ebfp c\u1eadn bi\u1ec7t l\u1eadp \ud83e\uddf1<\/h2>\n

            H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng tr\u1ea3i d\u00e0i qua nhi\u1ec1u b\u1ed9 ph\u1eadn. Ti\u1ebfp th\u1ecb th\u00fac \u0111\u1ea9y nh\u1eadn th\u1ee9c, B\u00e1n h\u00e0ng x\u1eed l\u00fd chuy\u1ec3n \u0111\u1ed5i, v\u00e0 H\u1ed7 tr\u1ee3 qu\u1ea3n l\u00fd duy tr\u00ec kh\u00e1ch h\u00e0ng. Th\u01b0\u1eddng xuy\u00ean, c\u00e1c \u0111\u1ed9i n\u00e0y l\u00e0m vi\u1ec7c t\u00e1ch bi\u1ec7t. Ti\u1ebfp th\u1ecb l\u1eadp b\u1ea3n \u0111\u1ed3 ph\u1ea7n \u0111\u1ea7u \u1ed1ng d\u1eabn, trong khi H\u1ed7 tr\u1ee3 l\u1eadp b\u1ea3n \u0111\u1ed3 ph\u1ea7n cu\u1ed1i, kh\u00f4ng c\u00f3 k\u1ebft n\u1ed1i n\u00e0o gi\u1eefa hai b\u00ean.<\/p>\n

            H\u1eadu qu\u1ea3<\/h3>\n

            \u0110i\u1ec1u n\u00e0y t\u1ea1o ra tr\u1ea3i nghi\u1ec7m r\u1eddi r\u1ea1c cho kh\u00e1ch h\u00e0ng. H\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c th\u00f4ng \u0111i\u1ec7p kh\u00f4ng nh\u1ea5t qu\u00e1n ho\u1eb7c m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5 kh\u00e1c nhau t\u00f9y theo \u0111\u1ed9i ng\u0169 h\u1ecd t\u01b0\u01a1ng t\u00e1c. \u0110i\u1ec1u n\u00e0y ph\u00e1 v\u1ee1 t\u00ednh li\u00ean t\u1ee5c c\u1ee7a h\u00e0nh tr\u00ecnh.<\/p>\n

            C\u00e1ch kh\u1eafc ph\u1ee5c<\/h3>\n
              \n
            • T\u1ed5 ch\u1ee9c bu\u1ed5i l\u00e0m vi\u1ec7c li\u00ean ch\u1ee9c n\u0103ng \u0111\u1ec3 x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3.<\/li>\n
            • Giao tr\u00e1ch nhi\u1ec7m cho c\u00e1c giai \u0111o\u1ea1n h\u00e0nh tr\u00ecnh c\u1ee5 th\u1ec3 cho c\u00e1c b\u1ed9 ph\u1eadn kh\u00e1c nhau.<\/li>\n
            • Chia s\u1ebb b\u1ea3n \u0111\u1ed3 cho t\u1ea5t c\u1ea3 c\u00e1c \u0111\u1ed9i, ch\u1ee9 kh\u00f4ng ch\u1ec9 m\u1ed9t \u0111\u1ed9i.<\/li>\n
            • Thi\u1ebft l\u1eadp c\u00e1c bu\u1ed5i h\u1ecdp \u0111\u1ecbnh k\u1ef3 \u0111\u1ec3 th\u1ea3o lu\u1eadn v\u1ec1 thay \u0111\u1ed5i h\u00e0nh tr\u00ecnh.<\/li>\n<\/ul>\n

              Sai l\u1ea7m 6: T\u1ea1o t\u00e0i li\u1ec7u t\u0129nh \ud83d\udcc4<\/h2>\n

              B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh l\u00e0 m\u1ed9t b\u1ee9c \u1ea3nh ch\u1ee5p l\u1ea1i v\u00e0o m\u1ed9t th\u1eddi \u0111i\u1ec3m nh\u1ea5t \u0111\u1ecbnh. Th\u1ecb tr\u01b0\u1eddng thay \u0111\u1ed5i, s\u1ea3n ph\u1ea9m ph\u00e1t tri\u1ec3n v\u00e0 k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng thay \u0111\u1ed5i theo. Nhi\u1ec1u \u0111\u1ed9i ng\u0169 t\u1ea1o b\u1ea3n \u0111\u1ed3 m\u1ed9t l\u1ea7n r\u1ed3i b\u1ecf v\u00e0o t\u1ee7 h\u1ed3 s\u01a1. H\u1ecd coi \u0111\u00e2y l\u00e0 m\u1ed9t nhi\u1ec7m v\u1ee5 tu\u00e2n th\u1ee7 thay v\u00ec m\u1ed9t c\u00f4ng c\u1ee5 chi\u1ebfn l\u01b0\u1ee3c.<\/p>\n

              H\u1eadu qu\u1ea3<\/h3>\n

              B\u1ea3n \u0111\u1ed3 nhanh ch\u00f3ng tr\u1edf n\u00ean l\u1ed7i th\u1eddi. N\u00f3 kh\u00f4ng c\u00f2n ph\u1ea3n \u00e1nh \u0111\u00fang th\u1ef1c t\u1ebf hi\u1ec7n t\u1ea1i c\u1ee7a doanh nghi\u1ec7p. C\u00e1c quy\u1ebft \u0111\u1ecbnh \u0111\u01b0\u1ee3c \u0111\u01b0a ra d\u1ef1a tr\u00ean th\u00f4ng tin c\u0169, d\u1eabn \u0111\u1ebfn b\u1ecf l\u1ee1 c\u01a1 h\u1ed9i v\u00e0 nh\u1eefng c\u0103ng th\u1eb3ng dai d\u1eb3ng.<\/p>\n

              C\u00e1ch kh\u1eafc ph\u1ee5c<\/h3>\n
                \n
              • L\u00ean l\u1ecbch ki\u1ec3m tra b\u1ea3n \u0111\u1ed3 theo qu\u00fd.<\/li>\n
              • C\u1eadp nh\u1eadt b\u1ea3n \u0111\u1ed3 m\u1ed7i khi c\u00f3 s\u1ea3n ph\u1ea9m m\u1edbi ra m\u1eaft.<\/li>\n
              • Ki\u1ec3m so\u00e1t phi\u00ean b\u1ea3n cho c\u00e1c b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a b\u1ea1n.<\/li>\n
              • T\u00edch h\u1ee3p c\u00e1c c\u1eadp nh\u1eadt v\u00e0o chu k\u1ef3 l\u1eadp k\u1ebf ho\u1ea1ch th\u01b0\u1eddng xuy\u00ean.<\/li>\n<\/ul>\n

                So s\u00e1nh c\u00e1c l\u1ed7i ph\u1ed5 bi\u1ebfn v\u1edbi c\u00e1c gi\u1ea3i ph\u00e1p \ud83d\udcca<\/h2>\n\n\n\n\n\n\n\n\n\n\n
                M\u1eafc k\u1eb9t<\/th>\nT\u00e1c \u0111\u1ed9ng \u0111\u1ebfn chi\u1ebfn l\u01b0\u1ee3c<\/th>\nH\u00e0nh \u0111\u1ed9ng kh\u1eafc ph\u1ee5c<\/th>\n<\/tr>\n<\/thead>\n
                Gi\u1ea3 \u0111\u1ecbnh tuy\u1ebfn t\u00ednh<\/td>\nB\u1ecf qua c\u00e1c \u0111i\u1ec3m quay l\u1ea1i v\u00e0 v\u00f2ng l\u1eb7p<\/td>\nThi\u1ebft k\u1ebf nh\u01b0 m\u1ed9t v\u00f2ng l\u1eb7p v\u1edbi c\u00e1c nh\u00e1nh \u0111\u01b0\u1eddng \u0111i<\/td>\n<\/tr>\n
                Thi\u00ean l\u1ec7ch n\u1ed9i b\u1ed9<\/td>\nT\u1ed1i \u01b0u h\u00f3a cho quy tr\u00ecnh, ch\u1ee9 kh\u00f4ng ph\u1ea3i cho ng\u01b0\u1eddi d\u00f9ng<\/td>\nT\u1eadp trung v\u00e0o m\u1ee5c ti\u00eau v\u00e0 c\u1ea3m x\u00fac c\u1ee7a ng\u01b0\u1eddi d\u00f9ng<\/td>\n<\/tr>\n
                Kh\u00f4ng c\u00f3 d\u1eef li\u1ec7u c\u1ea3m x\u00fac<\/td>\nKh\u00f4ng nh\u1eadn ra c\u00e1c y\u1ebfu t\u1ed1 d\u1eabn \u0111\u1ebfn kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf<\/td>\nBao g\u1ed3m c\u00e1c \u0111\u01b0\u1eddng cong c\u1ea3m x\u00fac v\u00e0 ph\u1ea3n h\u1ed3i<\/td>\n<\/tr>\n
                Ph\u1ee5 thu\u1ed9c v\u00e0o gi\u1ea3 \u0111\u1ecbnh<\/td>\nV\u1ed1n b\u1ecb l\u00e3ng ph\u00ed v\u00e0o c\u00e1c k\u00eanh sai<\/td>\nX\u00e1c minh b\u1eb1ng d\u1eef li\u1ec7u ng\u01b0\u1eddi d\u00f9ng th\u1ef1c t\u1ebf<\/td>\n<\/tr>\n
                C\u00e1c ph\u00f2ng ban t\u00e1ch bi\u1ec7t<\/td>\nTr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng nh\u1ea5t qu\u00e1n<\/td>\nC\u00e1c bu\u1ed5i l\u00e0m vi\u1ec7c h\u1ee3p t\u00e1c v\u00e0 chia s\u1ebb tr\u00e1ch nhi\u1ec7m<\/td>\n<\/tr>\n
                T\u00e0i li\u1ec7u t\u0129nh<\/td>\nQuy\u1ebft \u0111\u1ecbnh l\u1ed7i th\u1eddi<\/td>\nC\u1eadp nh\u1eadt \u0111\u1ecbnh k\u1ef3 v\u00e0 ki\u1ec3m so\u00e1t phi\u00ean b\u1ea3n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

                Tri\u1ec3n khai c\u00e1c th\u00f4ng tin \u0111\u01b0\u1ee3c d\u1eabn d\u1eaft b\u1edfi d\u1eef li\u1ec7u \ud83d\udcc8<\/h2>\n

                \u0110\u1ec3 tr\u00e1nh nh\u1eefng sai l\u1ea7m \u1edf tr\u00ean, b\u1ea1n ph\u1ea3i d\u1ef1a b\u1ea3n \u0111\u1ed3 c\u1ee7a m\u00ecnh v\u00e0o b\u1eb1ng ch\u1ee9ng. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi ph\u1ea3i t\u00edch h\u1ee3p d\u1eef li\u1ec7u t\u1eeb nhi\u1ec1u ngu\u1ed3n kh\u00e1c nhau. B\u1ea1n kh\u00f4ng th\u1ec3 ph\u1ee5 thu\u1ed9c v\u00e0o m\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t duy nh\u1ea5t hay m\u1ed9t c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch duy nh\u1ea5t. C\u1ea7n c\u00f3 c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n \u0111\u1ec3 hi\u1ec3u r\u00f5 ph\u1ea1m vi to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh.<\/p>\n

                C\u00e1c ngu\u1ed3n d\u1eef li\u1ec7u ch\u00ednh<\/h3>\n
                  \n
                • Ph\u00e2n t\u00edch web:<\/strong> Hi\u1ec3n th\u1ecb n\u01a1i ng\u01b0\u1eddi d\u00f9ng r\u1eddi b\u1ecf ho\u1eb7c di chuy\u1ec3n.<\/li>\n
                • D\u1eef li\u1ec7u CRM:<\/strong>B\u1ed9c l\u1ed9 gi\u00e1 tr\u1ecb d\u00e0i h\u1ea1n v\u00e0 c\u00e1c m\u1eabu gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/li>\n
                • V\u00e9 h\u1ed7 tr\u1ee3:<\/strong>Nh\u1ea5n m\u1ea1nh c\u00e1c \u0111i\u1ec3m g\u00e2y kh\u00f3 ch\u1ecbu v\u00e0 khi\u1ebfu n\u1ea1i.<\/li>\n
                • Theo d\u00f5i m\u1ea1ng x\u00e3 h\u1ed9i:<\/strong>Ph\u00e1t hi\u1ec7n c\u1ea3m x\u00fac v\u00e0 nh\u1eadn th\u1ee9c c\u00f4ng ch\u00fang.<\/li>\n
                • Ph\u1ecfng v\u1ea5n:<\/strong>Cung c\u1ea5p chi\u1ec1u s\u00e2u v\u00e0 b\u1ed1i c\u1ea3nh cho c\u00e1c con s\u1ed1.<\/li>\n<\/ul>\n

                  \u0110o l\u01b0\u1eddng t\u00e1c \u0111\u1ed9ng c\u1ee7a b\u1ea3n \u0111\u1ed3 c\u1ee7a b\u1ea1n \ud83c\udfaf<\/h2>\n

                  M\u1ed9t khi b\u1ea3n \u0111\u1ed3 \u0111\u00e3 \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng v\u00e0 nh\u1eefng sai l\u1ea7m \u0111\u00e3 \u0111\u01b0\u1ee3c tr\u00e1nh, b\u1ea1n ph\u1ea3i \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 c\u1ee7a n\u00f3. M\u1ed9t b\u1ea3n \u0111\u1ed3 s\u1ebd v\u00f4 d\u1ee5ng n\u1ebfu n\u00f3 kh\u00f4ng d\u1eabn \u0111\u1ebfn h\u00e0nh \u0111\u1ed9ng. B\u1ea1n c\u1ea7n theo d\u00f5i s\u1ef1 thay \u0111\u1ed5i c\u1ee7a c\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t ch\u00ednh li\u00ean quan \u0111\u1ebfn c\u00e1c giai \u0111o\u1ea1n h\u00e0nh tr\u00ecnh.<\/p>\n

                  C\u00e1c ch\u1ec9 s\u1ed1 c\u1ea7n theo d\u00f5i<\/h3>\n
                    \n
                  • Ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT):<\/strong>\u0110o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng t\u1ea1i c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee5 th\u1ec3.<\/li>\n
                  • Ch\u1ec9 s\u1ed1 ng\u01b0\u1eddi \u0111\u1ec1 c\u1eed thu\u1ea7n (NPS):<\/strong>\u0110o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 trung th\u00e0nh t\u1ed5ng th\u1ec3 v\u00e0 tinh th\u1ea7n \u1ee7ng h\u1ed9.<\/li>\n
                  • T\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i:<\/strong>Ch\u1ec9 ra m\u1ee9c \u0111\u1ed9 th\u00e0nh c\u00f4ng trong vi\u1ec7c \u0111\u01b0a ng\u01b0\u1eddi d\u00f9ng qua c\u00e1c giai \u0111o\u1ea1n.<\/li>\n
                  • T\u1ef7 l\u1ec7 b\u1ecf cu\u1ed9c:<\/strong>X\u00e1c \u0111\u1ecbnh n\u01a1i kh\u00e1ch h\u00e0ng r\u1eddi kh\u1ecfi h\u00e0nh tr\u00ecnh.<\/li>\n
                  • Th\u1eddi gian th\u1ef1c hi\u1ec7n nhi\u1ec7m v\u1ee5:<\/strong>Cho th\u1ea5y m\u1ee9c \u0111\u1ed9 hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u1ee5 th\u1ec3.<\/li>\n<\/ul>\n

                    Vai tr\u00f2 c\u1ee7a l\u00e3nh \u0111\u1ea1o trong vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \ud83d\udc54<\/h2>\n

                    L\u00e3nh \u0111\u1ea1o th\u01b0\u1eddng giao nhi\u1ec7m v\u1ee5 n\u00e0y cho m\u1ed9t \u0111\u1ed9i ng\u0169 duy nh\u1ea5t. Tuy nhi\u00ean, vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 th\u00e0nh c\u00f4ng \u0111\u00f2i h\u1ecfi s\u1ef1 \u0111\u1ed3ng thu\u1eadn t\u1eeb c\u1ea5p cao. Khi l\u00e3nh \u0111\u1ea1o hi\u1ec3u r\u00f5 b\u1ea3n \u0111\u1ed3, h\u1ecd c\u00f3 th\u1ec3 ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c \u0111\u1ec3 kh\u1eafc ph\u1ee5c c\u00e1c \u0111i\u1ec3m g\u00e2y kh\u00f3 ch\u1ecbu \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh. Thi\u1ebfu s\u1ef1 h\u1ed7 tr\u1ee3, b\u1ea3n \u0111\u1ed3 s\u1ebd ch\u1ec9 l\u00e0 m\u1ed9t b\u00e0i t\u1eadp l\u00fd thuy\u1ebft.<\/p>\n

                    Tr\u00e1ch nhi\u1ec7m c\u1ee7a l\u00e3nh \u0111\u1ea1o<\/h3>\n
                      \n
                    • B\u1ed5 nhi\u1ec7m m\u1ed9t ng\u01b0\u1eddi ti\u00ean phong \u0111\u1ec3 ch\u1ecbu tr\u00e1ch nhi\u1ec7m cho h\u00e0nh tr\u00ecnh.<\/li>\n
                    • Ph\u00e2n b\u1ed5 ng\u00e2n s\u00e1ch cho c\u00e1c c\u1ea3i ti\u1ebfn \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh.<\/li>\n
                    • Khuy\u1ebfn kh\u00edch v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m.<\/li>\n
                    • Xem x\u00e9t c\u00e1c ch\u1ec9 s\u1ed1 h\u00e0nh tr\u00ecnh th\u01b0\u1eddng xuy\u00ean.<\/li>\n
                    • Lo\u1ea1i b\u1ecf nh\u1eefng r\u00e0o c\u1ea3n ng\u0103n c\u1ea3n c\u00f4ng vi\u1ec7c li\u00ean ch\u1ee9c n\u0103ng.<\/li>\n<\/ul>\n

                      X\u1eed l\u00fd c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac ti\u00eau c\u1ef1c \u26a0\ufe0f<\/h2>\n

                      R\u1ea5t d\u1ec5 b\u1ecb c\u00e1m d\u1ed7 khi ch\u1ec9 t\u1eadp trung v\u00e0o nh\u1eefng kho\u1ea3nh kh\u1eafc t\u00edch c\u1ef1c trong h\u00e0nh tr\u00ecnh. Tuy nhi\u00ean, nh\u1eefng kho\u1ea3nh kh\u1eafc th\u1ea5t b\u1ea1i th\u01b0\u1eddng l\u00e0 nh\u1eefng \u0111i\u1ec3m c\u1ea7n \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft c\u1ea5p b\u00e1ch nh\u1ea5t. M\u1ed9t tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c c\u00f3 th\u1ec3 x\u00f3a b\u1ecf gi\u00e1 tr\u1ecb c\u1ee7a m\u01b0\u1eddi tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c.<\/p>\n

                      T\u1ea1i sao c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac ti\u00eau c\u1ef1c l\u1ea1i quan tr\u1ecdng<\/h3>\n
                        \n
                      • Ch\u00fang l\u00e0 nguy\u00ean nh\u00e2n ch\u00ednh d\u1eabn \u0111\u1ebfn vi\u1ec7c kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf.<\/li>\n
                      • Ch\u00fang t\u1ea1o ra t\u1ed5n h\u1ea1i t\u1eeb l\u1eddi truy\u1ec1n mi\u1ec7ng.<\/li>\n
                      • Ch\u00fang ph\u01a1i b\u00e0y nh\u1eefng v\u1ea5n \u0111\u1ec1 h\u1ec7 th\u1ed1ng trong doanh nghi\u1ec7p.<\/li>\n
                      • Ch\u00fang mang l\u1ea1i l\u1ee3i nhu\u1eadn cao nh\u1ea5t cho vi\u1ec7c c\u1ea3i thi\u1ec7n.<\/li>\n<\/ul>\n

                        Chi\u1ebfn l\u01b0\u1ee3c c\u1ea3i thi\u1ec7n<\/h3>\n
                          \n
                        • X\u00e1c \u0111\u1ecbnh nguy\u00ean nh\u00e2n g\u1ed1c r\u1ec5 c\u1ee7a m\u1ecdi t\u01b0\u01a1ng t\u00e1c ti\u00eau c\u1ef1c.<\/li>\n
                        • X\u00e2y d\u1ef1ng c\u00e1c k\u1ebf ho\u1ea1ch \u1ee9ng ph\u00f3 cho c\u00e1c tr\u01b0\u1eddng h\u1ee3p th\u1ea5t b\u1ea1i d\u1ecbch v\u1ee5.<\/li>\n
                        • \u0110\u00e0o t\u1ea1o nh\u00e2n vi\u00ean c\u00e1ch kh\u1eafc ph\u1ee5c sai s\u00f3t.<\/li>\n
                        • Theo d\u00f5i s\u00e1t sao nh\u1eefng \u0111i\u1ec3m n\u00e0y sau khi c\u00f3 thay \u0111\u1ed5i.<\/li>\n<\/ul>\n

                          M\u1edf r\u1ed9ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \ud83d\udd04<\/h2>\n

                          > Khi t\u1ed5 ch\u1ee9c c\u1ee7a b\u1ea1n ph\u00e1t tri\u1ec3n, m\u1ee9c \u0111\u1ed9 ph\u1ee9c t\u1ea1p trong t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng c\u0169ng t\u0103ng theo. M\u1ed9t b\u1ea3n \u0111\u1ed3 duy nh\u1ea5t c\u00f3 th\u1ec3 kh\u00f4ng \u0111\u1ee7. B\u1ea1n c\u00f3 th\u1ec3 c\u1ea7n ph\u00e2n \u0111o\u1ea1n h\u00e0nh tr\u00ecnh theo nh\u00e2n v\u1eadt kh\u00e1ch h\u00e0ng, khu v\u1ef1c ho\u1eb7c d\u00f2ng s\u1ea3n ph\u1ea9m.<\/p>\n

                          Chi\u1ebfn l\u01b0\u1ee3c ph\u00e2n \u0111o\u1ea1n<\/h3>\n
                            \n
                          • D\u1ef1a tr\u00ean nh\u00e2n v\u1eadt kh\u00e1ch h\u00e0ng:<\/strong>C\u00e1c b\u1ea3n \u0111\u1ed3 kh\u00e1c nhau cho c\u00e1c lo\u1ea1i kh\u00e1ch h\u00e0ng kh\u00e1c nhau.<\/li>\n
                          • D\u1ef1a tr\u00ean k\u00eanh:<\/strong>C\u00e1c b\u1ea3n \u0111\u1ed3 ri\u00eang bi\u1ec7t cho di \u0111\u1ed9ng, m\u00e1y t\u00ednh \u0111\u1ec3 b\u00e0n v\u00e0 t\u1ea1i c\u1eeda h\u00e0ng.<\/li>\n
                          • D\u1ef1a tr\u00ean v\u00f2ng \u0111\u1eddi:<\/strong>B\u1ea3n \u0111\u1ed3 cho giai \u0111o\u1ea1n thu h\u00fat, gi\u1eef ch\u00e2n v\u00e0 m\u1edf r\u1ed9ng.<\/li>\n<\/ul>\n

                            \u0110\u1ea3m b\u1ea3o t\u00ednh kh\u1ea3 d\u1ee5ng \ud83c\udf10<\/h2>\n

                            B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ea7n ph\u1ea3i kh\u1ea3 d\u1ee5ng v\u1edbi m\u1ecdi ng\u01b0\u1eddi trong t\u1ed5 ch\u1ee9c. N\u1ebfu n\u00f3 b\u1ecb kh\u00f3a trong m\u1ed9t \u1ed5 \u0111\u0129a ri\u00eang t\u01b0, th\u00ec ch\u1eb3ng ai c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng \u0111\u01b0\u1ee3c. T\u00ednh kh\u1ea3 d\u1ee5ng bao g\u1ed3m c\u1ea3 kh\u1ea3 d\u1ee5ng v\u1ec1 m\u1eb7t k\u1ef9 thu\u1eadt s\u1ed1 l\u1eabn s\u1ef1 hi\u1ec3u bi\u1ebft.<\/p>\n

                            C\u00e1c th\u1ef1c h\u00e0nh t\u1ed1t nh\u1ea5t v\u1ec1 kh\u1ea3 d\u1ee5ng<\/h3>\n
                              \n
                            • L\u01b0u tr\u1eef b\u1ea3n \u0111\u1ed3 tr\u00ean m\u1ed9t n\u1ec1n t\u1ea3ng n\u1ed9i b\u1ed9 chia s\u1ebb.<\/li>\n
                            • S\u1eed d\u1ee5ng h\u00ecnh \u1ea3nh minh h\u1ecda r\u00f5 r\u00e0ng, \u0111\u01a1n gi\u1ea3n.<\/li>\n
                            • Chuy\u1ec3n \u0111\u1ed5i b\u1ea3n \u0111\u1ed3 sang c\u00e1c \u0111\u1ecbnh d\u1ea1ng kh\u00e1c nhau (PDF, k\u1ef9 thu\u1eadt s\u1ed1, in \u1ea5n).<\/li>\n
                            • \u0110\u00e0o t\u1ea1o nh\u00e2n vi\u00ean v\u1ec1 c\u00e1ch \u0111\u1ecdc v\u00e0 s\u1eed d\u1ee5ng b\u1ea3n \u0111\u1ed3.<\/li>\n<\/ul>\n

                              V\u00f2ng l\u1eb7p c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c \ud83d\udd01<\/h2>\n

                              H\u00e0nh tr\u00ecnh c\u1ea3i ti\u1ebfn kh\u00f4ng bao gi\u1edd k\u1ebft th\u00fac. Mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng thay \u0111\u1ed5i, v\u00e0 b\u1ea3n \u0111\u1ed3 c\u1ee7a b\u1ea1n c\u0169ng ph\u1ea3i thay \u0111\u1ed5i theo. X\u00e2y d\u1ef1ng v\u0103n h\u00f3a c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c \u0111\u1ea3m b\u1ea3o b\u1ea3n \u0111\u1ed3 lu\u00f4n gi\u1eef \u0111\u01b0\u1ee3c t\u00ednh ph\u00f9 h\u1ee3p v\u00e0 hi\u1ec7u qu\u1ea3 theo th\u1eddi gian.<\/p>\n

                              V\u00f2ng l\u1eb7p<\/h3>\n
                                \n
                              1. B\u1ea3n \u0111\u1ed3:<\/strong>T\u1ea1o ho\u1eb7c c\u1eadp nh\u1eadt h\u00e0nh tr\u00ecnh.<\/li>\n
                              2. \u0110o l\u01b0\u1eddng:<\/strong>Thu th\u1eadp d\u1eef li\u1ec7u v\u1ec1 hi\u1ec7u su\u1ea5t hi\u1ec7n t\u1ea1i.<\/li>\n
                              3. X\u00e1c \u0111\u1ecbnh:<\/strong>T\u00ecm ra kho\u1ea3ng tr\u1ed1ng v\u00e0 c\u00e1c \u0111i\u1ec3m g\u00e2y kh\u00f3 ch\u1ecbu.<\/li>\n
                              4. H\u00e0nh \u0111\u1ed9ng:<\/strong>Tri\u1ec3n khai c\u00e1c thay \u0111\u1ed5i \u0111\u1ec3 kh\u1eafc ph\u1ee5c v\u1ea5n \u0111\u1ec1.<\/li>\n
                              5. Xem x\u00e9t l\u1ea1i:<\/strong>Ki\u1ec3m tra xem c\u00e1c thay \u0111\u1ed5i c\u00f3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m hay kh\u00f4ng.<\/li>\n<\/ol>\n

                                Suy ngh\u0129 cu\u1ed1i c\u00f9ng v\u1ec1 b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \ud83e\udded<\/h2>\n

                                X\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 \u0111\u00f2i h\u1ecfi s\u1ef1 ki\u00ean nh\u1eabn, d\u1eef li\u1ec7u v\u00e0 s\u1ef1 h\u1ee3p t\u00e1c. \u0110\u00e2y kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t d\u1ef1 \u00e1n m\u1ed9t l\u1ea7n m\u00e0 l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh li\u00ean t\u1ee5c. B\u1eb1ng c\u00e1ch tr\u00e1nh nh\u1eefng sai l\u1ea7m ph\u1ed5 bi\u1ebfn nh\u01b0 thi\u00ean v\u1ecb n\u1ed9i b\u1ed9, gi\u1ea3 \u0111\u1ecbnh tuy\u1ebfn t\u00ednh v\u00e0 kho\u1ea3ng tr\u1ed1ng d\u1eef li\u1ec7u, b\u1ea1n s\u1ebd t\u1ea1o ra m\u1ed9t c\u00f4ng c\u1ee5 mang l\u1ea1i gi\u00e1 tr\u1ecb th\u1ef1c s\u1ef1 cho doanh nghi\u1ec7p. B\u1ea3n \u0111\u1ed3 tr\u1edf th\u00e0nh la b\u00e0n cho t\u1ed5 ch\u1ee9c c\u1ee7a b\u1ea1n, \u0111\u1ecbnh h\u01b0\u1edbng c\u00e1c quy\u1ebft \u0111\u1ecbnh h\u01b0\u1edbng \u0111\u1ebfn k\u1ebft qu\u1ea3 kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n.<\/p>\n

                                H\u00e3y nh\u1edb, m\u1ee5c ti\u00eau kh\u00f4ng ph\u1ea3i l\u00e0 s\u1ef1 ho\u00e0n h\u1ea3o. \u0110\u00f3 l\u00e0 ti\u1ebfn b\u1ed9. M\u1ed7i l\u1ea7n l\u1eb7p l\u1ea1i s\u1ebd \u0111\u01b0a b\u1ea1n g\u1ea7n h\u01a1n \u0111\u1ebfn vi\u1ec7c hi\u1ec3u kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. T\u1eadp trung v\u00e0o y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi, x\u00e1c minh b\u1eb1ng d\u1eef li\u1ec7u th\u1ef1c t\u1ebf, v\u00e0 gi\u1eef cho b\u1ea3n \u0111\u1ed3 lu\u00f4n s\u1ed1ng \u0111\u1ed9ng. C\u00e1ch ti\u1ebfp c\u1eadn n\u00e0y \u0111\u1ea3m b\u1ea3o chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n lu\u00f4n v\u1eefng ch\u1eafc v\u00e0 linh ho\u1ea1t tr\u01b0\u1edbc nh\u1eefng thay \u0111\u1ed5i.<\/p>\n","protected":false},"excerpt":{"rendered":"

                                Vi\u1ec7c x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 v\u1ebd nh\u1eefng \u0111\u01b0\u1eddng tr\u00ean b\u1ea3ng tr\u1eafng. \u0110\u00f3 l\u00e0 v\u1ec1 vi\u1ec7c th\u1ea5u hi\u1ec3u tr\u1ea3i nghi\u1ec7m con ng\u01b0\u1eddi…<\/p>\n","protected":false},"author":1,"featured_media":169,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_title":"Nh\u1eefng sai l\u1ea7m ph\u1ed5 bi\u1ebfn trong b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1ch kh\u1eafc ph\u1ee5c \ud83d\uddfa\ufe0f","_yoast_wpseo_metadesc":"Kh\u00e1m ph\u00e1 nh\u1eefng l\u1ed7i th\u01b0\u1eddng g\u1eb7p trong b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 h\u1ecdc c\u00e1c chi\u1ebfn l\u01b0\u1ee3c th\u1ef1c t\u1ebf \u0111\u1ec3 x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 tr\u1ea3i nghi\u1ec7m ch\u00ednh x\u00e1c, c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng nh\u1eb1m c\u1ea3i thi\u1ec7n CX.","inline_featured_image":false,"fifu_image_url":"","fifu_image_alt":"","footnotes":""},"categories":[17],"tags":[6,16],"class_list":["post-168","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-journey-mapping","tag-academic","tag-customer-journey-mapping"],"yoast_head":"\nNh\u1eefng sai l\u1ea7m ph\u1ed5 bi\u1ebfn trong b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1ch kh\u1eafc ph\u1ee5c \ud83d\uddfa\ufe0f<\/title>\n<meta name=\"description\" content=\"Kh\u00e1m ph\u00e1 nh\u1eefng l\u1ed7i th\u01b0\u1eddng g\u1eb7p trong b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 h\u1ecdc c\u00e1c chi\u1ebfn l\u01b0\u1ee3c th\u1ef1c t\u1ebf \u0111\u1ec3 x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 tr\u1ea3i nghi\u1ec7m ch\u00ednh x\u00e1c, c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng nh\u1eb1m c\u1ea3i thi\u1ec7n CX.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.hi-posts.com\/vn\/common-pitfalls-customer-journey-mapping\/\" \/>\n<meta property=\"og:locale\" content=\"vi_VN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Nh\u1eefng sai l\u1ea7m ph\u1ed5 bi\u1ebfn trong b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1ch kh\u1eafc ph\u1ee5c \ud83d\uddfa\ufe0f\" \/>\n<meta property=\"og:description\" content=\"Kh\u00e1m ph\u00e1 nh\u1eefng l\u1ed7i th\u01b0\u1eddng g\u1eb7p trong b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 h\u1ecdc c\u00e1c chi\u1ebfn l\u01b0\u1ee3c th\u1ef1c t\u1ebf \u0111\u1ec3 x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 tr\u1ea3i nghi\u1ec7m ch\u00ednh x\u00e1c, c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng nh\u1eb1m c\u1ea3i thi\u1ec7n CX.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.hi-posts.com\/vn\/common-pitfalls-customer-journey-mapping\/\" \/>\n<meta property=\"og:site_name\" content=\"Hi Posts Ti\u1ebfng Vi\u1ec7t\u2013 Artificial Intelligence News, Guides & Knowledge\" \/>\n<meta property=\"article:published_time\" content=\"2026-04-02T17:12:40+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.hi-posts.com\/vn\/wp-content\/uploads\/sites\/24\/2026\/04\/customer-journey-mapping-pitfalls-infographic-line-art.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1664\" \/>\n\t<meta property=\"og:image:height\" content=\"928\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"vpadmin\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u0110\u01b0\u1ee3c vi\u1ebft b\u1edfi\" \/>\n\t<meta name=\"twitter:data1\" content=\"\" \/>\n\t<meta name=\"twitter:label2\" content=\"\u01af\u1edbc t\u00ednh th\u1eddi gian \u0111\u1ecdc\" \/>\n\t<meta name=\"twitter:data2\" content=\"22 ph\u00fat\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.hi-posts.com\/vn\/common-pitfalls-customer-journey-mapping\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.hi-posts.com\/vn\/common-pitfalls-customer-journey-mapping\/\"},\"author\":{\"name\":\"vpadmin\",\"@id\":\"https:\/\/www.hi-posts.com\/vn\/#\/schema\/person\/fb2c68d968e9062d9687a3664f4defcc\"},\"headline\":\"Nh\u1eefng sai l\u1ea7m ph\u1ed5 bi\u1ebfn trong vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1ch tr\u00e1nh 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