Nh\u1eefng l\u1eddi khi\u1ebfu n\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 l\u00e0 m\u1ecf v\u00e0ng m\u00e0 b\u1ea1n \u0111ang b\u1ecf qua.<\/p>\n
\u201cM\u1ee5c ti\u00eau c\u1ee7a ch\u00fang t\u00f4i l\u00e0 kh\u00f4ng c\u00f3 khi\u1ebfu n\u1ea1i,\u201d l\u00e0 \u0111i\u1ec1u m\u00e0 m\u1ecdi c\u00f4ng ty tr\u00ean th\u1ebf gi\u1edbi \u0111\u1ec1u n\u00f3i. Nh\u01b0ng \u0111i\u1ec1u g\u00ec s\u1ebd x\u1ea3y ra n\u1ebfu khi\u1ebfu n\u1ea1i ch\u00ednh l\u00e0 l\u1ee3i th\u1ebf c\u1ea1nh tranh b\u00ed m\u1eadt m\u00e0 doanh nghi\u1ec7p b\u1ea1n \u0111ang c\u1ea7n?<\/p>\n
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\u201cKhi\u1ebfu n\u1ea1i mang l\u1ea1i c\u01a1 h\u1ed9i hi\u1ec3u s\u00e2u h\u01a1n v\u1ec1 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n th\u00f4ng qua g\u00f3c nh\u00ecn c\u1ee7a kh\u00e1ch h\u00e0ng,\u201d Ti\u1ebfn s\u0129 Janelle Barlow chia s\u1ebb trong bu\u1ed5i h\u1ed9i th\u1ea3o \u201cTurning Critics into Advocates\u201d t\u1ed5 ch\u1ee9c b\u1edfi Management Strategies v\u00e0o ng\u00e0y 23 th\u00e1ng 9 n\u0103m 2024, t\u1ea1i Discovery Primea, Makati.<\/p>\n
<\/p>\n
S\u1ef1 ki\u1ec7n n\u00e0y \u0111\u00e3 \u0111\u1ec1 xu\u1ea5t m\u1ed9t \u00fd t\u01b0\u1edfng t\u00e1o b\u1ea1o: khi\u1ebfu n\u1ea1i c\u00f3 th\u1ec3 l\u00e0 ngu\u1ed3n cung c\u1ea5p th\u00f4ng tin v\u00e0 doanh thu l\u1edbn nh\u1ea5t c\u1ee7a b\u1ea1n, n\u1ebfu c\u00e1c c\u00f4ng ty d\u00e1m l\u1eafng nghe.<\/p>\n
V\u00e0 h\u1ecd \u0111\u00e3 l\u1eafng nghe. C\u00e1c nh\u00e0 qu\u1ea3n l\u00fd c\u1ea5p cao t\u1eeb c\u00e1c ng\u00e0nh qu\u1ef9 t\u01b0 nh\u00e2n, vi\u1ec5n th\u00f4ng, t\u00e0i ch\u00ednh, b\u1ea5t \u0111\u1ed9ng s\u1ea3n v\u00e0 kh\u00e1ch s\u1ea1n \u0111\u00e3 tham d\u1ef1 s\u1ef1 ki\u1ec7n.<\/p>\n
S\u1ef1 im l\u1eb7ng c\u00f2n t\u1ec7 h\u01a1n<\/p>\n
N\u1ebfu khi\u1ebfu n\u1ea1i kh\u00f4ng ph\u1ea3i l\u00e0 tin x\u1ea5u cho c\u00e1c c\u00f4ng ty, t\u1ea1i sao nhi\u1ec1u kh\u00e1ch h\u00e0ng l\u1ea1i kh\u00f4ng l\u00ean ti\u1ebfng?<\/p>\n
Nhi\u1ec1u ng\u01b0\u1eddi kh\u00f4ng ngh\u0129 r\u1eb1ng vi\u1ec7c khi\u1ebfu n\u1ea1i s\u1ebd mang l\u1ea1i k\u1ebft qu\u1ea3, ho\u1eb7c th\u1eadm ch\u00ed t\u00ecnh h\u00ecnh c\u00f3 th\u1ec3 t\u1ed3i t\u1ec7 h\u01a1n. Ti\u1ebfn s\u0129 Barlow chia s\u1ebb m\u1ed9t c\u00e2u chuy\u1ec7n v\u1ec1 vi\u1ec7c nhi\u1ec1u ng\u01b0\u1eddi s\u1ee3 khi\u1ebfu n\u1ea1i v\u1edbi b\u00e1c s\u0129 c\u1ee7a h\u1ecd, lo ng\u1ea1i r\u1eb1ng b\u00e0y t\u1ecf m\u1ed1i quan t\u00e2m s\u1ebd d\u1eabn \u0111\u1ebfn \u0111i\u1ec1u tr\u1ecb t\u1ec7 h\u01a1n.<\/p>\n
C\u00f9ng m\u1ed9t logic n\u00e0y c\u0169ng \u00e1p d\u1ee5ng cho doanh nghi\u1ec7p: s\u1ef1 im l\u1eb7ng t\u1eeb ph\u00eda kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 c\u00f2n nguy hi\u1ec3m h\u01a1n khi\u1ebfu n\u1ea1i. \u0110\u00e2y l\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng s\u1ebd \u00e2m th\u1ea7m r\u1eddi \u0111i \u2013 v\u00e0 50% trong s\u1ed1 h\u1ecd s\u1ebd kh\u00f4ng bao gi\u1edd quay l\u1ea1i.<\/p>\n
Nh\u01b0ng \u0111\u00e2y l\u00e0 \u0111i\u1ec1u b\u1ea5t ng\u1edd: 60-70% kh\u00e1ch h\u00e0ng sau khi \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft khi\u1ebfu n\u1ea1i th\u1ecfa \u0111\u00e1ng s\u1ebd quay l\u1ea1i mua h\u00e0ng g\u1ea5p n\u0103m l\u1ea7n so v\u1edbi ban \u0111\u1ea7u.<\/p>\n
\u201cN\u1ebfu b\u1ea1n gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd thay v\u00ec ch\u1ec9 xin l\u1ed7i li\u00ean t\u1ee5c, h\u1ecd s\u1ebd quay l\u1ea1i mua h\u00e0ng nhi\u1ec1u g\u1ea5p 5 l\u1ea7n,\u201d Ti\u1ebfn s\u0129 Barlow n\u00f3i. \u201c\u0110\u00e2y l\u00e0 s\u1ee9c m\u1ea1nh c\u1ee7a vi\u1ec7c x\u1eed l\u00fd khi\u1ebfu n\u1ea1i d\u01b0\u1edbi g\u00f3c \u0111\u1ed9 doanh thu v\u00e0 k\u1ebft qu\u1ea3.\u201d<\/p>\n
Ai c\u0169ng ph\u1ea3i ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u1ec1 khi\u1ebfu n\u1ea1i.<\/p>\n
Ch\u1ec9 1 trong s\u1ed1 10.000 khi\u1ebfu n\u1ea1i b\u1eb1ng v\u0103n b\u1ea3n m\u1edbi \u0111\u1ebfn \u0111\u01b0\u1ee3c tay ban l\u00e3nh \u0111\u1ea1o c\u1ea5p cao. T\u1ea1i Hoa K\u1ef3, c\u00e1c c\u00f4ng ty \u0111ang m\u1ea5t 1 ngh\u00ecn t\u1ef7 \u0111\u00f4 la do x\u1eed l\u00fd khi\u1ebfu n\u1ea1i k\u00e9m.<\/p>\n
Ti\u1ebfn s\u0129 Barlow nh\u1ea5n m\u1ea1nh s\u1ef1 c\u1ea7n thi\u1ebft ph\u1ea3i ph\u00e1 v\u1ee1 c\u00e1c r\u00e0o c\u1ea3n n\u1ed9i b\u1ed9. Thay v\u00e0o \u0111\u00f3, c\u00e1c doanh nghi\u1ec7p ph\u1ea3i x\u00e2y d\u1ef1ng v\u0103n h\u00f3a m\u00e0 m\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u c\u1ea3m th\u1ea5y c\u00f3 tr\u00e1ch nhi\u1ec7m trong vi\u1ec7c gi\u1ea3i quy\u1ebft m\u1ed1i lo ng\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng. quy\u1ebft c\u00e1c m\u1ed1i lo ng\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n
Qu\u00e1 nhi\u1ec1u c\u00f4ng ty t\u1eadp trung v\u00e0o vi\u1ec7c thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi, b\u1ecf l\u1ee1 m\u1ecf v\u00e0ng t\u1eeb vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i.<\/p>\n
Gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i r\u1ebb h\u01a1n \u0111\u00e1ng k\u1ec3 so v\u1edbi vi\u1ec7c thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi. V\u00e0 l\u1ee3i \u00edch mang l\u1ea1i l\u00e0 r\u1ea5t l\u1edbn. M\u1ed9t s\u1ef1 t\u0103ng nh\u1eb9 trong vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn s\u1ef1 gia t\u0103ng \u0111\u00e1ng k\u1ec3 trong l\u1ee3i nhu\u1eadn.<\/p>\n
\u201cH\u1ea7u h\u1ebft c\u00e1c c\u00f4ng ty chi ti\u00eau m\u1ed9t n\u1eeda doanh thu \u0111\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi,\u201d Ti\u1ebfn s\u0129 Barlow ti\u1ebft l\u1ed9. \u201cNh\u01b0ng gi\u1eef l\u1ea1i ch\u1ec9 5% kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn t\u0103ng l\u1ee3i nhu\u1eadn l\u00ean \u0111\u1ebfn 95%.\u201d<\/p>\n
Bi\u1ebfn ng\u01b0\u1eddi ch\u1ec9 tr\u00edch th\u00e0nh ng\u01b0\u1eddi \u1ee7ng h\u1ed9.<\/p>\n
V\u1eady c\u00e1c doanh nghi\u1ec7p n\u00ean l\u00e0m g\u00ec khi \u0111\u1ed1i m\u1eb7t v\u1edbi c\u00e1c khi\u1ebfu n\u1ea1i? Ti\u1ebfn s\u0129 Barlow \u0111\u1ec1 xu\u1ea5t ba c\u00f4ng c\u1ee5 m\u1ea1nh m\u1ebd c\u00f3 th\u1ec3 bi\u1ebfn nh\u1eefng ng\u01b0\u1eddi ch\u1ec9 tr\u00edch kh\u1eaft khe nh\u1ea5t th\u00e0nh nh\u1eefng ng\u01b0\u1eddi \u1ee7ng h\u1ed9 nhi\u1ec7t th\u00e0nh.<\/p>\n
\u0110\u1ea7u ti\u00ean, m\u1edf r\u1ed9ng ng\u01b0\u1ee1ng ch\u1ea5p nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng. \u201cKhi kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c th\u1ea5u hi\u1ec3u v\u00e0 \u0111\u01b0\u1ee3c tr\u00e2n tr\u1ecdng, h\u1ecd s\u1ebd d\u1ec5 d\u00e0ng tha th\u1ee9 h\u01a1n nhi\u1ec1u,\u201d Ti\u1ebfn s\u0129 Barlow gi\u1ea3i th\u00edch. M\u1ed9t ch\u00fat th\u00e2n thi\u1ec7n v\u00e0 \u0111\u1ed3ng c\u1ea3m s\u1ebd gi\u00fap gi\u1ea3m c\u0103ng th\u1eb3ng v\u00e0 khi\u1ebfn kh\u00e1ch h\u00e0ng \u0111\u1ee9ng v\u1ec1 ph\u00eda b\u1ea1n. Thay v\u00ec ph\u1ea3n \u1ee9ng ph\u00f2ng th\u1ee7, h\u00e3y t\u1ea1o ra m\u00f4i tr\u01b0\u1eddng m\u00e0 kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c l\u1eafng nghe.<\/p>\n
Th\u1ee9 hai, t\u1ed1c \u0111\u1ed9. \u201cTr\u00ean h\u1ebft, \u0111i\u1ec1u m\u00e0 kh\u00e1ch h\u00e0ng mong mu\u1ed1n t\u1eeb d\u1ecbch v\u1ee5 l\u00e0 s\u1ef1 ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng,\u201d Ti\u1ebfn s\u0129 Barlow nh\u1ea5n m\u1ea1nh. Gi\u1ea3i quy\u1ebft nhanh ch\u00f3ng cho th\u1ea5y b\u1ea1n coi tr\u1ecdng th\u1eddi gian v\u00e0 m\u1ed1i lo ng\u1ea1i c\u1ee7a h\u1ecd. Khi b\u1ea1n h\u00e0nh \u0111\u1ed9ng nhanh ch\u00f3ng, kh\u00f4ng ch\u1ec9 gi\u00fap xoa d\u1ecbu s\u1ef1 t\u1ee9c gi\u1eadn m\u00e0 c\u00f2n th\u1ec3 hi\u1ec7n cam k\u1ebft c\u1ee7a c\u00f4ng ty trong vi\u1ec7c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1.<\/p>\n
D\u1eef li\u1ec7u l\u1edbn c\u00f3 th\u1ec3 gi\u00fap \u0111\u1ea9y nhanh qu\u00e1 tr\u00ecnh gi\u1ea3i quy\u1ebft. \u201cVi\u1ec7c truy c\u1eadp m\u1ecdi \u0111i\u1ec3m d\u1eef li\u1ec7u c\u00f3 th\u1ec3 gi\u00fap gi\u1ea3i quy\u1ebft t\u1eadn g\u1ed1c nguy\u00ean nh\u00e2n c\u1ee7a khi\u1ebfu n\u1ea1i v\u00e0 hi\u1ec3u ch\u00fang v\u01b0\u1ee3t ra ngo\u00e0i gi\u00e1 tr\u1ecb b\u1ec1 m\u1eb7t.\u201d<\/p>\n
Cu\u1ed1i c\u00f9ng, s\u1ef1 c\u00f4ng b\u1eb1ng quan tr\u1ecdng h\u01a1n b\u1ea1n ngh\u0129. Kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 mu\u1ed1n v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft \u2013 h\u1ecd c\u00f2n mu\u1ed1n n\u00f3 \u0111\u01b0\u1ee3c x\u1eed l\u00fd c\u00f4ng b\u1eb1ng. Khi gi\u1ea3i ph\u00e1p c\u1ee7a b\u1ea1n c\u1ea3m th\u1ea5y c\u00e2n b\u1eb1ng v\u00e0 ch\u00ednh \u0111\u00e1ng, kh\u00e1ch h\u00e0ng c\u00f3 xu h\u01b0\u1edbng r\u1eddi \u0111i v\u1edbi \u1ea5n t\u01b0\u1ee3ng t\u1ed1t, ngay c\u1ea3 khi m\u1ecdi th\u1ee9 kh\u00f4ng b\u1eaft \u0111\u1ea7u su\u00f4n s\u1ebb.<\/p>\n
\u0110\u1eb1ng sau m\u1ed7i l\u1eddi ph\u00e0n n\u00e0n l\u00e0 m\u1ed9t m\u00f3n qu\u00e0. C\u00e2u h\u1ecfi l\u00e0: B\u1ea1n \u0111\u00e3 s\u1eb5n s\u00e0ng m\u1edf n\u00f3 ra ch\u01b0a?<\/p>\n","protected":false},"excerpt":{"rendered":"
Nh\u1eefng l\u1eddi khi\u1ebfu n\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 l\u00e0 m\u1ecf v\u00e0ng m\u00e0 b\u1ea1n \u0111ang b\u1ecf qua. \u201cM\u1ee5c ti\u00eau c\u1ee7a ch\u00fang t\u00f4i l\u00e0 kh\u00f4ng c\u00f3 khi\u1ebfu n\u1ea1i,\u201d l\u00e0 \u0111i\u1ec1u m\u00e0 m\u1ecdi c\u00f4ng ty tr\u00ean th\u1ebf gi\u1edbi \u0111\u1ec1u n\u00f3i. Nh\u01b0ng \u0111i\u1ec1u g\u00ec s\u1ebd x\u1ea3y ra n\u1ebfu khi\u1ebfu n\u1ea1i ch\u00ednh l\u00e0 l\u1ee3i th\u1ebf c\u1ea1nh tranh b\u00ed m\u1eadt […]<\/p>\n","protected":false},"author":1,"featured_media":5588,"comment_status":"close","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7],"tags":[],"class_list":["post-5586","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-vietnam"],"_links":{"self":[{"href":"https:\/\/asiajournaux.com\/index.php?rest_route=\/wp\/v2\/posts\/5586","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/asiajournaux.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/asiajournaux.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/asiajournaux.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/asiajournaux.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=5586"}],"version-history":[{"count":1,"href":"https:\/\/asiajournaux.com\/index.php?rest_route=\/wp\/v2\/posts\/5586\/revisions"}],"predecessor-version":[{"id":5587,"href":"https:\/\/asiajournaux.com\/index.php?rest_route=\/wp\/v2\/posts\/5586\/revisions\/5587"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/asiajournaux.com\/index.php?rest_route=\/wp\/v2\/media\/5588"}],"wp:attachment":[{"href":"https:\/\/asiajournaux.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=5586"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/asiajournaux.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=5586"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/asiajournaux.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=5586"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}