{"id":10819,"date":"2023-07-05T11:36:45","date_gmt":"2023-07-05T04:36:45","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=10819"},"modified":"2024-09-25T10:30:28","modified_gmt":"2024-09-25T03:30:28","slug":"tang-loi-the-canh-tranh-thong-qua-cham-soc-khach-hang","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/tang-loi-the-canh-tranh-thong-qua-cham-soc-khach-hang\/","title":{"rendered":"Gain competitive advantage through customer care"},"content":{"rendered":"

N\u1ebfu doanh nghi\u1ec7p ch\u1ec9 t\u1eadp trung v\u00e0o vi\u1ec7c t\u00ecm ki\u1ebfm kh\u00e1ch h\u00e0ng m\u1edbi m\u00e0 b\u1ecf qu\u00ean kh\u00e1ch h\u00e0ng c\u0169, h\u1ecd c\u00f3 th\u1ec3 b\u1ecf ph\u00ed r\u1ea5t nhi\u1ec1u c\u01a1 h\u1ed9i gia t\u0103ng doanh s\u1ed1. M\u1ed9t chi\u1ebfn l\u01b0\u1ee3c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00f4n kh\u00e9o s\u1ebd t\u1ea1o \u0111\u01b0\u1ee3c s\u1ef1 kh\u00e1c bi\u1ec7t v\u00e0 n\u00e2ng s\u1ee9c c\u1ea1nh tranh tr\u00ean th\u1ecb tr\u01b0\u1eddng v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7 kh\u00e1c.<\/p>\n

Ch\u1ec9 h\u1eadu m\u00e3i th\u00f4i ch\u01b0a \u0111\u1ee7<\/h2>\n

Nghi\u00ean c\u1ee9u c\u1ee7a Tr\u01b0\u1eddng Kinh doanh Harvard (Harvard School of Business) \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng, t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng t\u0103ng 5% s\u1ebd mang l\u1ea1i l\u1ee3i nhu\u1eadn 25 – 95%. Chi phi\u0301 cho vi\u00ea\u0323c gi\u01b0\u0303 ch\u00e2n kha\u0301ch ha\u0300ng cu\u0303 se\u0303 \u0111\u01a1\u0303 t\u00f4\u0301n h\u01a1n khoa\u0309ng t\u01b0\u0300 5 – 25 l\u00e2\u0300n so v\u01a1\u0301i vi\u00ea\u0323c ta\u0323o ra kha\u0301ch ha\u0300ng m\u01a1\u0301i. Do \u0111o\u0301, vi\u00ea\u0323c \u0111\u1ea7u t\u01b0 \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi t\u1ed1n k\u00e9m h\u01a1n r\u1ea5t nhi\u1ec1u so v\u1edbi vi\u1ec7c ph\u00e1t tri\u1ec3n t\u1eeb c\u00e1c t\u1ec7p kh\u00e1ch h\u00e0ng c\u0169.<\/p>\n

\"\"<\/p>\n

Doanh nghi\u00ea\u0323p se\u0303 pha\u0309i bo\u0309 ra chi phi\u0301 r\u00e2\u0301t l\u01a1\u0301n cho vi\u00ea\u0323c ti\u0300m kha\u0301ch ha\u0300ng m\u01a1\u0301i so v\u01a1\u0301i chi phi\u0301 duy tri\u0300 kha\u0301ch ha\u0300ng cu\u0303. <\/em>Y\u0301 th\u01b0\u0301c \u0111\u01b0\u01a1\u0323c \u0111i\u00ea\u0300u na\u0300y, nhi\u00ea\u0300u doanh nghi\u1ec7p ng\u00e0y nay \u0111\u00e3 t\u1eadp trung h\u01a1n cho vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, b\u1edfi h\u1ecd nh\u00ecn th\u1ea5y r\u00f5 th\u1ef1c t\u1ebf l\u00e0 m\u1ee9c \u0111\u1ed9 c\u1ea1nh tranh tr\u00ean th\u1ecb tr\u01b0\u1eddng ng\u00e0y c\u00e0ng kh\u1ed1c li\u1ec7t v\u00e0 kh\u00e1ch h\u00e0ng c\u0169ng ng\u00e0y c\u00e0ng kh\u00f3 t\u00ednh h\u01a1n do s\u1ef1 l\u1ef1a ch\u1ecdn c\u0169ng ng\u00e0y c\u00e0ng phong ph\u00fa h\u01a1n tr\u01b0\u1edbc, \u0111\u1eb7c bi\u1ec7t l\u00e0 nh\u00f3m kh\u00e1ch h\u00e0ng c\u00f3 thu nh\u1eadp cao.<\/p>\n

Xe\u0301t \u0111\u00ea\u0301n y\u00ea\u0301u t\u00f4\u0301 Product – Sa\u0309n ph\u00e2\u0309m, t\u00e2\u0301t ca\u0309 ca\u0301c sa\u0309n ph\u00e2\u0309m va\u0300 di\u0323ch vu\u0323\u2026 v\u00ea\u0300 c\u01a1 ba\u0309n la\u0300 g\u00e2\u0300n nh\u01b0 nhau trong m\u00f4\u0303i ph\u00e2n khu\u0301c. Do \u0111o\u0301, n\u00ea\u0301u \u0111\u01b0\u01a1\u0323c \u0111\u00ea\u0309 kha\u0301ch ha\u0300ng l\u01b0\u0323a cho\u0323n va\u0300 g\u0103\u0301n bo\u0301, doanh nghi\u00ea\u0323p c\u00e2\u0300n pha\u0309i quan t\u00e2m \u0111\u00ea\u0301n kha\u0301ch ha\u0300ng nhi\u00ea\u0300u h\u01a1n. Quan t\u00e2m \u0111\u00ea\u0301n kha\u0301ch ha\u0300ng kh\u00f4ng chi\u0309 sau khi ba\u0301n ha\u0300ng xong ma\u0300 co\u0300n pha\u0309i ch\u0103m so\u0301c tr\u01b0\u01a1\u0301c – trong – sau khi ba\u0301n. Ho\u0103\u0323c \u01a1\u0309 m\u1ee9c \u0111\u1ed9 cao h\u01a1n n\u1eefa: Kh\u00f4ng ch\u1ec9 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng b\u00ean ngo\u00e0i m\u00e0 c\u00f2n quan t\u00e2m h\u01a1n \u0111\u1ebfn v\u1ea5n \u0111\u1ec1 n\u1ed9i b\u1ed9. Vi\u0300 khi doanh nghi\u00ea\u0323p n\u1ed7 l\u1ef1c l\u00e0m nh\u00e2n vi\u00ean h\u1ea1nh ph\u00fac va\u0300 h\u00e0i l\u00f2ng th\u00ec h\u1ecd c\u0169ng s\u1ebd ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n.<\/p>\n

T\u01b0\u01a1ng ta\u0301c v\u01a1\u0301i kha\u0301ch ha\u0300ng la\u0300 chi\u0300a kho\u0301a va\u0300ng<\/h2>\n

Trong m\u00f4 hi\u0300nh 4C cu\u0309a Marketing: Customer, Cost, Convenience v\u00e0 Communication, ng\u01b0\u1eddi ta ph\u1ea3i quan t\u00e2m \u0111\u1ebfn vi\u1ec7c s\u1ea3n ph\u1ea9m \u0111\u00f3 \u0111em l\u1ea1i gi\u00e1 tr\u1ecb g\u00ec ho\u1eb7c gi\u1ea3i quy\u1ebft nhu c\u1ea7u g\u00ec cho kh\u00e1ch h\u00e0ng, \u0111\u00e2y l\u00e0 ch\u1eef C \u0111\u1ea7u ti\u00ean: Customer need.<\/p>\n

\"\"<\/p>\n

M\u00f4 hi\u0300nh 4C Trong Marketing<\/em><\/p>\n

Theo \u0111o\u0301, thay vi\u0300 ng\u01b0\u1eddi ta ch\u1ec9 quan t\u00e2m \u0111\u1ebfn vi\u1ec7c qu\u1ea3ng b\u00e1 sao cho r\u1ed9ng r\u00e3i (Commnunication), thi\u0300 ng\u00e0y nay doanh nghi\u1ec7p c\u1ea7n ch\u00fa tr\u1ecdng nhi\u1ec1u h\u01a1n khi t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. Th\u00e2\u0301u hi\u00ea\u0309u, xuy\u00ean su\u1ed1t v\u00e0 \u0111\u1ed3ng nh\u1ea5t tr\u00ean c\u00e1c k\u00eanh truy\u1ec1n th\u00f4ng v\u00ea\u0300 ca\u0301c \u0111\u00f4\u0301i t\u01b0\u01a1\u0323ng kha\u0301ch ha\u0300ng cu\u0309a mi\u0300nh. Vi\u0301 du\u0323, \u0111\u1eb7c th\u00f9 c\u1ee7a ph\u00e2\u0300n \u0111\u00f4ng kh\u00e1ch h\u00e0ng tre\u0309 hi\u00ea\u0323n nay – ca\u0301c ba\u0323n genZ l\u00e0 ng\u1ea1i chia s\u1ebb tr\u1ef1c ti\u1ebfp, do \u0111\u00f3 doanh nghi\u1ec7p c\u00f3 th\u1ec3 th\u00f4ng qua m\u1ea1ng x\u00e3 h\u1ed9i ho\u0103\u0323c ca\u0301c k\u00eanh chat \u0111\u1ec3 l\u1eafng nghe v\u00e0 th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh h\u01a1n.<\/p>\n

R\u00f5 r\u00e0ng, s\u1ef1 c\u1ea1nh tranh v\u00e0 kh\u00e1c bi\u1ec7t ng\u00e0y nay kh\u00f4ng ch\u1ec9 n\u1eb1m \u1edf s\u1ea3n ph\u1ea9m m\u00e0 ph\u1ee5 thu\u1ed9c r\u1ea5t nhi\u1ec1u v\u00e0o ph\u01b0\u01a1ng th\u1ee9c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/p>\n

Ch\u0103m so\u0301c kha\u0301ch ha\u0300ng la\u0300 m\u00f4\u0323t ph\u00e2\u0300n cu\u0309a sa\u0309n ph\u00e2\u0309m ch\u01b0\u0301 kh\u00f4ng pha\u0309i la\u0300 kh\u00e2u ta\u0301ch r\u01a1\u0300i<\/h2>\n

6 c\u00e2\u0301p \u0111\u00f4\u0323 di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng trong doanh nghi\u00ea\u0323p no\u0301i l\u00ean \u0111i\u00ea\u0300u na\u0300y:<\/p>\n

C\u00e2\u0301p \u0111\u00f4\u0323 1: T\u00f4\u0300i t\u00ea\u0323<\/h3>\n

L\u00e0 nh\u1eefng d\u1ecbch v\u1ee5 b\u1ecb kh\u00f4ng \u0111\u00e1p \u1ee9ng nh\u1eefng k\u1ef3 v\u1ecdng nh\u1ecf nh\u1ea5t c\u1ee7a kh\u00e1ch h\u00e0ng, ph\u00e1 v\u1ee1 nh\u1eefng cam k\u1ebft tr\u01b0\u01a1\u0301c \u0111o\u0301. Kha\u0301ch ha\u0300ng lu\u0301c na\u0300y co\u0301 th\u00ea\u0309 t\u01b0\u0301c gi\u00e2\u0323n \u0111\u00ea\u0301n m\u01b0\u0301c pha\u0309i go\u0323i \u0111i\u00ea\u0323n \u0111\u00ea\u0309 pha\u0300n na\u0300n, khi\u00ea\u0301u na\u0323i, th\u00e2\u0323m chi\u0301 bo\u0301c ph\u00f4\u0301t tr\u00ean ma\u0323ng xa\u0303 h\u00f4\u0323i ho\u0103\u0323c ca\u0301c k\u00eanh reivew.<\/p>\n

C\u1ea5p \u0111\u1ed9 2: C\u01a1 b\u1ea3n<\/h3>\n

\u0110\u00e2y la\u0300 m\u01b0\u0301c ma\u0300 d\u1ecbch v\u1ee5 ch\u1ec9 ph\u1ee5c v\u1ee5 t\u1ed1i thi\u1ec3u nhu c\u1ea7u c\u1ee7a h\u00e0nh kh\u00e1ch. Ho\u0323 se\u0303 co\u0301 th\u00ea\u0309 kh\u00f4ng pha\u0300n na\u0300n tr\u01b0\u0323c ti\u00ea\u0301p v\u01a1\u0301i c\u00f4ng ty, nh\u01b0ng se\u0303 kh\u00f4ng ha\u0300i lo\u0300ng va\u0300 kh\u00f4ng bao gi\u01a1\u0300 s\u01b0\u0309 du\u0323ng la\u0323i di\u0323ch vu\u0323 cu\u0309a ba\u0323n n\u01b0\u0303a.<\/p>\n

C\u1ea5p \u0111\u1ed9 3. \u0110\u00fang nh\u01b0 mong \u0111\u1ee3i<\/h3>\n

\u0110\u00e2y l\u00e0 lo\u1ea1i d\u1ecbch v\u1ee5 \u0111\u1ea1t \u1edf m\u1ee9c \u0111\u1ed9 trung b\u00ecnh, ch\u1ea5p nh\u1eadn \u0111\u01b0\u1ee3c. \u0110\u1ed3ng ngh\u0129a v\u1edbi n\u00f3 l\u00e0 kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 s\u1ebd quay l\u1ea1i v\u1edbi b\u1ea1n, nh\u01b0ng ch\u1ec9 khi h\u1ecd kh\u00f4ng c\u00f2n l\u1ef1a ch\u1ecdn n\u00e0o t\u1ed1t h\u01a1n.<\/p>\n

C\u1ea5p \u0111\u1ed9 4. Theo mong mu\u1ed1n<\/h3>\n

L\u00e0 d\u1ecbch v\u1ee5 b\u1ea1n l\u00e0m m\u1ecdi th\u1ee9 theo \u0111\u00fang c\u00e1ch m\u00e0 h\u1ecd y\u00eau th\u00edch. \u1ede c\u1ea5p \u0111\u1ed9 n\u00e0y l\u00e0 nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng mong ch\u1edd v\u00e0 y\u00eau th\u00edch \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng v\u00e0 kh\u1ea3 n\u0103ng cao h\u1ecd s\u1ebd quay l\u1ea1i s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n. \u0110\u00e2y \u0111\u01b0\u01a1\u0323c coi la\u0300 c\u00e2\u0301p \u0111\u00f4\u0323 t\u00f4\u0301i thi\u00ea\u0309u va\u0300 \u0111\u01b0\u01a1\u0323c coi la\u0300 tha\u0300nh c\u00f4ng khi cung c\u00e2\u0301p b\u00e2\u0301t ky\u0300 m\u00f4\u0323t di\u0323ch vu\u0323 na\u0300o.<\/p>\n

C\u1ea5p \u0111\u1ed9 5. \u0110\u00e1ng ng\u1ea1c nhi\u00ean<\/h3>\n

L\u00e0 kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c nhi\u1ec1u h\u01a1n nh\u1eefng g\u00ec h\u1ecd mong \u0111\u1ee3i, gi\u1ed1ng nh\u01b0 m\u1ed9t m\u00f3n qu\u00e0 b\u1ea5t ng\u1edd kh\u00f4ng b\u00e1o tr\u01b0\u1edbc v\u1eady. M\u1ed9t \u1ea5n t\u01b0\u1ee3ng t\u1ed1t \u0111\u1eb9p \u0111\u1ec3 l\u1ea1i trong kh\u00e1ch h\u00e0ng sau khi s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 v\u00e0 ch\u1eafc ch\u1eafn s\u1ebd quay l\u1ea1i s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n.<\/p>\n

C\u1ea5p \u0111\u1ed9 6. T\u1ed1t kh\u00f4ng ng\u1edd t\u1edbi<\/h3>\n

L\u00e0 khi d\u1ecbch v\u1ee5 kha\u0301ch ha\u0300ng ca\u0309m th\u00e2\u0301y tuy\u00ea\u0323t v\u01a1\u0300i, v\u00f4 c\u00f9ng t\u1ed1t, t\u1ed1t \u0111\u1ebfn m\u1ee9c h\u1ecd kh\u00f4ng th\u1ec3 tin n\u1ed5i. M\u1ed9t s\u1ef1 h\u00e0i l\u00f2ng kh\u00f4ng th\u1ec3 t\u1ed1t h\u01a1n n\u1eefa, ho\u0323 se\u0303 kh\u00f4ng th\u00ea\u0309 qu\u00ean th\u01b0\u01a1ng hi\u00ea\u0323u c\u1ee7a b\u1ea1n v\u00e0 \u0111\u00f4\u0300ng th\u01a1\u0300i se\u0303 lan to\u1ea3 tra\u0309i nghi\u00ea\u0323m xu\u1ea5t s\u1eafc \u0111\u00ea\u0301n v\u01a1\u0301i nhi\u00ea\u0300u ng\u01b0\u01a1\u0300i.<\/p>\n

\"\"<\/p>\n

6 c\u00e2\u0301p \u0111\u00f4\u0323 di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng (A\u0309nh: Bellsystem24 Vietnam)<\/em><\/p>\n

Ro\u0303 ra\u0300ng, vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c coi l\u00e0 m\u1ed9t ph\u1ea7n c\u1ee7a s\u1ea3n ph\u1ea9m ch\u1ee9 kh\u00f4ng ph\u1ea3i l\u00e0 kh\u00e2u t\u00e1ch r\u1eddi.<\/p>\n

Ha\u0303y \u0111\u00ea\u0309 kha\u0301ch ha\u0300ng gi\u01a1\u0301i thi\u00ea\u0323u kha\u0301ch ha\u0300ng!<\/h2>\n

Hi\u1ec7n nay, v\u1edbi s\u1ef1 h\u1ed7 tr\u1ee3 c\u1ee7a c\u00e1c c\u00f4ng c\u1ee5 truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i, doanh nghi\u1ec7p \u0111\u00e3 c\u00f3 th\u00eam nhi\u1ec1u c\u00e1ch \u0111\u1ec3 gia t\u0103ng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 ghi l\u1ea1i c\u00e1c h\u00ecnh \u1ea3nh, video clip v\u1ec1 c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng khi h\u1ecd tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5.<\/p>\n

\u0110\u1ec3 co\u0301 \u0111\u01b0\u01a1\u0323c nh\u01b0\u0303ng kh\u00e1ch h\u00e0ng ch\u1ee7 \u0111\u1ed9ng chia s\u1ebb nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u00f3, doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i mang \u0111\u1ebfn cho h\u1ecd nh\u1eefng \u0111i\u1ec1u khi\u1ebfn h\u1ecd ng\u1ea1c nhi\u00ean, v\u01b0\u1ee3t tr\u00ean c\u1ea3 s\u1ef1 mong \u0111\u1ee3i c\u1ee7a h\u1ecd. Vi\u0301 du\u0323 nhi\u00ea\u0300u doanh nghi\u1ec7p \u0111\u00e3 khai th\u00e1c \u0111\u01b0\u1ee3c gi\u00e1 tr\u1ecb t\u1eeb kh\u00e1ch h\u00e0ng c\u0169 th\u00f4ng qua nh\u1eefng ho\u1ea1t \u0111\u1ed9ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng mang t\u00ednh c\u00e1 nh\u00e2n h\u00f3a ho\u1eb7c t\u1ed5 ch\u1ee9c nh\u1eefng ch\u01b0\u01a1ng tr\u00ecnh nh\u01b0: chi\u1ebfu phim qu\u1ea3ng c\u00e1o, h\u00f2a nh\u1ea1c, h\u00e1t m\u00faa\u2026 \u0111\u1ec3 mang l\u1ea1i c\u1ea3m x\u00fac cho kh\u00e1ch h\u00e0ng. Khi \u0111\u00f3 ch\u00ednh h\u1ecd s\u1ebd chia s\u1ebb c\u1ea3m x\u00fac v\u1edbi ng\u01b0\u1eddi kh\u00e1c.<\/p>\n

Doanh nghi\u00ea\u0323p \u0111ang co\u0301 nhu c\u00e2\u0300u c\u00e2\u0300n \u0111\u01b0\u01a1\u0323c t\u01b0 v\u00e2\u0301n v\u00ea\u0300 ca\u0301c gia\u0309i pha\u0301p di\u0323ch vu\u0323 va\u0300 nh\u00e2n s\u01b0\u0323 cu\u0309a ch\u0103m so\u0301c kha\u0301ch ha\u0300ng, li\u00ean h\u00ea\u0323 Bellsystem24 Vietnam \u0111\u00ea\u0309 \u0111\u01b0\u01a1\u0323c t\u01b0 v\u00e2\u0301n chi ti\u00ea\u0301t nh\u00e2\u0301t:<\/em><\/p>\n

Hotline: 1900 1739<\/span>\u00a0 <\/strong>|\u00a0 Email: contact@bell24vietnam.vn<\/strong><\/span><\/p><\/blockquote>\n

<\/div>","protected":false},"excerpt":{"rendered":"

N\u1ebfu doanh nghi\u1ec7p ch\u1ec9 t\u1eadp trung v\u00e0o vi\u1ec7c t\u00ecm ki\u1ebfm kh\u00e1ch h\u00e0ng m\u1edbi m\u00e0 b\u1ecf qu\u00ean kh\u00e1ch h\u00e0ng c\u0169, h\u1ecd 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