{"id":29986,"date":"2024-03-31T15:28:00","date_gmt":"2024-03-31T08:28:00","guid":{"rendered":"https:\/\/kounselly.com\/?p=29986"},"modified":"2024-08-26T22:28:57","modified_gmt":"2024-08-26T15:28:57","slug":"customer-touch-point","status":"publish","type":"post","link":"https:\/\/kounselly.com\/vi\/customer-touch-point\/","title":{"rendered":"X\u00e1c \u0111\u1ecbnh Customer Touchpoint v\u00e0 t\u1eebng b\u01b0\u1edbc chinh ph\u1ee5c kh\u00e1ch h\u00e0ng"},"content":{"rendered":"<p class=\"wp-block-paragraph\">Vi\u1ec7c thu h\u00fat v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean ng\u00e0y c\u00e0ng kh\u00f3 kh\u0103n h\u01a1n bao gi\u1edd h\u1ebft. Doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i c\u00f3 chi\u1ebfn l\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 \u0111\u1ec3 t\u1ea1o d\u1ef1ng s\u1ef1 tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi cho kh\u00e1ch h\u00e0ng. M\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng nh\u1ea5t \u0111\u1ec3 th\u1ef1c hi\u1ec7n \u0111i\u1ec1u n\u00e0y l\u00e0 x\u00e1c \u0111\u1ecbnh Customer Touchpoint (\u0110i\u1ec3m ch\u1ea1m kh\u00e1ch h\u00e0ng). B\u00e0i vi\u1ebft n\u00e0y s\u1ebd chia s\u1ebb \u0111\u1ebfn b\u1ea1n th\u00f4ng tin, \u0111\u1eb7c \u0111i\u1ec3m c\u1ee7a Customer Touchpoint v\u00e0 c\u00e1c b\u01b0\u1edbc chinh ph\u1ee5c kh\u00e1ch h\u00e0ng.<\/p>\n\n\n<style>.kb-table-of-content-nav.kb-table-of-content-id_d2428e-4f .kb-table-of-content-wrap{padding-top:var(--global-kb-spacing-sm, 1.5rem);padding-right:var(--global-kb-spacing-sm, 1.5rem);padding-bottom:var(--global-kb-spacing-sm, 1.5rem);padding-left:var(--global-kb-spacing-sm, 1.5rem);}.kb-table-of-content-nav.kb-table-of-content-id_d2428e-4f .kb-table-of-contents-title-wrap{padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.kb-table-of-content-nav.kb-table-of-content-id_d2428e-4f .kb-table-of-contents-title{font-weight:regular;font-style:normal;}.kb-table-of-content-nav.kb-table-of-content-id_d2428e-4f .kb-table-of-content-wrap .kb-table-of-content-list{font-weight:regular;font-style:normal;margin-top:var(--global-kb-spacing-sm, 1.5rem);margin-right:0px;margin-bottom:0px;margin-left:0px;}<\/style>\n\n\n<h2 class=\"wp-block-heading\">Customer touch point l\u00e0 g\u00ec?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Customer Touch Point, hay \u0111i\u1ec3m ti\u1ebfp x\u00fac kh\u00e1ch h\u00e0ng, l\u00e0 nh\u1eefng \u0111i\u1ec3m t\u01b0\u01a1ng t\u00e1c gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 th\u01b0\u01a1ng hi\u1ec7u, s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p. Nh\u1eefng \u0111i\u1ec3m ti\u1ebfp x\u00fac n\u00e0y c\u00f3 th\u1ec3 x\u1ea3y ra \u1edf nhi\u1ec1u \u0111\u1ecba \u0111i\u1ec3m v\u00e0 th\u1eddi \u0111i\u1ec3m kh\u00e1c nhau, t\u1eeb tr\u1ef1c tuy\u1ebfn \u0111\u1ebfn ngo\u1ea1i tuy\u1ebfn, v\u00e0 ch\u00fang c\u00f3 \u1ea3nh h\u01b0\u1edfng \u0111\u00e1ng k\u1ec3 \u0111\u1ebfn quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p class=\"wp-block-paragraph translation-block\">C\u00e1c Customer Touch Point bao g\u1ed3m m\u1ecdi t\u01b0\u01a1ng t\u00e1c t\u1eeb l\u00fac kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u nh\u1eadn th\u1ee9c v\u1ec1 m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u, qua qu\u00e1 tr\u00ecnh t\u00ecm hi\u1ec3u v\u00e0 mua h\u00e0ng, cho \u0111\u1ebfn sau khi mua h\u00e0ng v\u00e0 tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 bao g\u1ed3m qu\u1ea3ng c\u00e1o, <a href=\"https:\/\/kounselly.com\/vi\/website-doanh-nghiep\/\" target=\"_blank\" rel=\"noreferrer noopener\">trang web c\u1ee7a c\u00f4ng ty<\/a>, nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng, b\u00e0i \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn, v\u00e0 th\u1eadm ch\u00ed l\u00e0 l\u1eddi gi\u1edbi thi\u1ec7u t\u1eeb ng\u01b0\u1eddi quen. M\u1ed7i \u0111i\u1ec3m ti\u1ebfp x\u00fac \u0111\u1ec1u cung c\u1ea5p m\u1ed9t c\u01a1 h\u1ed9i \u0111\u1ec3 doanh nghi\u1ec7p g\u00e2y \u1ea5n t\u01b0\u1ee3ng v\u00e0 t\u1ea1o d\u1ef1ng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u0110\u1eb7c \u0111i\u1ec3m c\u1ee7a Customer TouchPoint<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 \u0111\u1eb7c \u0111i\u1ec3m c\u1ee7a Customer TouchPoint:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>T\u00ednh \u0111a d\u1ea1ng: Customer Touch Point c\u00f3 th\u1ec3 x\u1ea3y ra \u1edf nhi\u1ec1u k\u00eanh kh\u00e1c nhau, bao g\u1ed3m website, m\u1ea1ng x\u00e3 h\u1ed9i, email, chatbot, c\u1eeda h\u00e0ng, \u0111i\u1ec3m b\u00e1n h\u00e0ng, s\u1ef1 ki\u1ec7n\u2026<\/li>\n\n\n\n<li>T\u00ednh t\u01b0\u01a1ng t\u00e1c: Customer Touch Point l\u00e0 nh\u1eefng \u0111i\u1ec3m t\u01b0\u01a1ng t\u00e1c hai chi\u1ec1u gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 ch\u1ee7 \u0111\u1ed9ng t\u00ecm ki\u1ebfm th\u00f4ng tin v\u1ec1 doanh nghi\u1ec7p ho\u1eb7c doanh nghi\u1ec7p c\u00f3 th\u1ec3 ch\u1ee7 \u0111\u1ed9ng ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>T\u00ednh \u1ea3nh h\u01b0\u1edfng: Customer Touch Point c\u00f3 th\u1ec3 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng c\u1ee7a kh\u00e1ch h\u00e0ng. M\u1ed9t tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c t\u1ea1i \u0111i\u1ec3m ch\u1ea1m kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng quay l\u1ea1i mua h\u00e0ng nhi\u1ec1u l\u1ea7n.<\/li>\n\n\n\n<li class=\" translation-block\">T\u00ednh \u0111o l\u01b0\u1eddng: Doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 c\u1ee7a Customer Touch Point b\u1eb1ng c\u00e1ch theo d\u00f5i c\u00e1c ch\u1ec9 s\u1ed1 nh\u01b0 t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i, <a href=\"https:\/\/kounselly.com\/vi\/retention-rate-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/a>, v.v<\/li>\n\n\n\n<li>T\u00ednh li\u00ean t\u1ee5c: Customer Touch Point l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh li\u00ean t\u1ee5c. Doanh nghi\u1ec7p c\u1ea7n li\u00ean t\u1ee5c c\u1ea3i thi\u1ec7n c\u00e1c \u0111i\u1ec3m ch\u1ea1m kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u thay \u0111\u1ed5i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>T\u00ednh c\u00e1 nh\u00e2n h\u00f3a: Doanh nghi\u1ec7p c\u00f3 th\u1ec3 c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ea1i m\u1ed7i Customer Touch Point b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng. Vi\u1ec7c n\u00e0y gi\u00fap t\u0103ng c\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng kh\u1ea3 n\u0103ng h\u1ecd s\u1ebd quay l\u1ea1i mua h\u00e0ng.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">4 b\u01b0\u1edbc x\u00e1c \u0111\u1ecbnh customer touchpoint v\u00e0 chinh ph\u1ee5c kh\u00e1ch h\u00e0ng<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Vi\u1ec7c x\u00e1c \u0111\u1ecbnh v\u00e0 t\u1ed1i \u01b0u h\u00f3a c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng (customer touchpoints) l\u00e0 ch\u00eca kh\u00f3a \u0111\u1ec3 t\u1ea1o d\u1ef1ng m\u1ed1i quan h\u1ec7 b\u1ec1n v\u1eefng v\u00e0 th\u00fac \u0111\u1ea9y s\u1ef1 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 b\u1ed1n b\u01b0\u1edbc c\u01a1 b\u1ea3n gi\u00fap doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 x\u00e1c \u0111\u1ecbnh nh\u1eefng \u0111i\u1ec3m ti\u1ebfp x\u00fac quan tr\u1ecdng m\u00e0 c\u00f2n t\u1eadn d\u1ee5ng ch\u00fang \u0111\u1ec3 chinh ph\u1ee5c tr\u00e1i tim kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">X\u00e1c \u0111\u1ecbnh kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Tr\u01b0\u1edbc h\u1ebft, doanh nghi\u1ec7p c\u1ea7n x\u00e1c \u0111\u1ecbnh r\u00f5 r\u00e0ng nh\u00f3m kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau c\u1ee7a m\u00ecnh. \u0110i\u1ec1u n\u00e0y bao g\u1ed3m vi\u1ec7c hi\u1ec3u r\u00f5 \u0111\u1eb7c \u0111i\u1ec3m, nhu c\u1ea7u, h\u00e0nh vi v\u00e0 s\u1edf th\u00edch c\u1ee7a h\u1ecd. Vi\u1ec7c tri\u1ec3n khai nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng s\u1ebd gi\u00fap doanh nghi\u1ec7p c\u00f3 c\u00e1i nh\u00ecn s\u00e2u s\u1eafc v\u1ec1 kh\u00e1ch h\u00e0ng v\u00e0 t\u1eeb \u0111\u00f3, x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u00f3 ti\u1ec1m n\u0103ng cao trong h\u00e0nh tr\u00ecnh mua s\u1eafm c\u1ee7a h\u1ecd.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Xem x\u00e9t v\u00e0 ph\u00e2n t\u00edch c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac hi\u1ec7n t\u1ea1i<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Sau khi x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau, doanh nghi\u1ec7p c\u1ea7n xem x\u00e9t l\u1ea1i t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac hi\u1ec7n c\u00f3 - t\u1eeb tr\u1ef1c ti\u1ebfp \u0111\u1ebfn tr\u1ef1c tuy\u1ebfn, t\u1eeb qu\u1ea3ng c\u00e1o \u0111\u1ebfn d\u1ecbch v\u1ee5 sau b\u00e1n h\u00e0ng. M\u1ed7i \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ea7n \u0111\u01b0\u1ee3c ph\u00e2n t\u00edch \u0111\u1ec3 hi\u1ec3u r\u00f5 t\u00e1c \u0111\u1ed9ng c\u1ee7a n\u00f3 \u0111\u1ed1i v\u1edbi quy\u1ebft \u0111\u1ecbnh v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">X\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 chi ti\u1ebft v\u1ec1 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n<p class=\"wp-block-paragraph translation-block\"><a href=\"https:\/\/kounselly.com\/vi\/client-journey-map\/\" target=\"_blank\" rel=\"noreferrer noopener\">H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/a> l\u00e0 c\u00f4ng c\u1ee5 h\u1eefu \u00edch gi\u00fap \u0111\u01a1n v\u1ecb b\u1ea1n m\u00f4 t\u1ea3 v\u00e0 ph\u00e2n t\u00edch to\u00e0n b\u1ed9 qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. T\u1eeb \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 nh\u1eadn di\u1ec7n \u0111\u01b0\u1ee3c nh\u1eefng \u0111i\u1ec3m ti\u1ebfp x\u00fac ch\u00ednh v\u00e0 nh\u1eefng kho\u1ea3nh kh\u1eafc quan tr\u1ecdng c\u1ea7n \u0111\u01b0\u1ee3c t\u1ed1i \u01b0u h\u00f3a \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">T\u1ed1i \u01b0u h\u00f3a v\u00e0 \u0111\u1ed5i m\u1edbi<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Cu\u1ed1i c\u00f9ng, sau khi \u0111\u00e3 x\u00e1c \u0111\u1ecbnh v\u00e0 ph\u00e2n t\u00edch c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac, doanh nghi\u1ec7p c\u1ea7n t\u1eadp trung v\u00e0o vi\u1ec7c t\u1ed1i \u01b0u h\u00f3a ch\u00fang. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 bao g\u1ed3m vi\u1ec7c c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, \u0111\u1ed5i m\u1edbi c\u00e1ch th\u1ee9c giao ti\u1ebfp, v\u00e0 t\u1ea1o ra nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u1ed9c \u0111\u00e1o v\u00e0 c\u00e1 nh\u00e2n h\u00f3a cho kh\u00e1ch h\u00e0ng. T\u1ed1i \u01b0u h\u00f3a c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac kh\u00f4ng ch\u1ec9 gi\u00fap t\u0103ng c\u01b0\u1eddng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n g\u00f3p ph\u1ea7n t\u1ea1o ra l\u1ee3i th\u1ebf c\u1ea1nh tranh cho doanh nghi\u1ec7p.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Vi\u1ec7c x\u00e1c \u0111\u1ecbnh Customer Touchpoint v\u00e0 th\u1ef1c hi\u1ec7n t\u1eebng b\u01b0\u1edbc chinh ph\u1ee5c kh\u00e1ch h\u00e0ng \u0111\u00f2i h\u1ecfi s\u1ef1 t\u1ec9 m\u1ec9 v\u00e0 t\u1eadp trung. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap b\u1ea1n thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi m\u00e0 c\u00f2n gi\u1eef ch\u00e2n \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i, t\u1ea1o n\u00ean s\u1ef1 ph\u00e1t tri\u1ec3n b\u1ec1n v\u1eefng cho doanh nghi\u1ec7p c\u1ee7a m\u00ecnh.<\/p>","protected":false},"excerpt":{"rendered":"<p>Attracting and retaining customers is becoming more difficult than ever. Businesses need to have an effective strategy to create a great experience for customers. One of the most important factors in doing this is identifying the Customer Touchpoint. This article will share with you information, characteristics of Customer Touchpoint and steps to conquer customers. 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