{"id":19462,"date":"2018-05-18T10:33:16","date_gmt":"2018-05-18T03:33:16","guid":{"rendered":"https:\/\/thitruongsi.com\/kinh-nghiem\/?p=19462"},"modified":"2018-05-18T10:33:16","modified_gmt":"2018-05-18T03:33:16","slug":"bi-quyet-cham-soc-khach-hang-giup-tang-doanh-thu-len-gap-4-lan","status":"publish","type":"post","link":"https:\/\/thitruongsi.com\/kinh-nghiem\/bi-quyet-cham-soc-khach-hang-giup-tang-doanh-thu-len-gap-4-lan\/","title":{"rendered":"B\u00ed Quy\u1ebft Ch\u0103m S\u00f3c Kh\u00e1ch H\u00e0ng Gi\u00fap T\u0103ng Doanh Thu L\u00ean G\u1ea5p 4 L\u1ea7n."},"content":{"rendered":"

\u1ee8ng d\u1ee5ng vi\u1ec7c n\u00e0y trong ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, m\u1ed9t c\u1eeda h\u00e0ng nh\u1ecf \u0111\u00e3 t\u0103ng doanh thu l\u00ean g\u1ea7n 4 l\u1ea7n, danh b\u1ea1 kh\u00e1ch h\u00e0ng t\u0103ng g\u1ea5p 5.<\/h1>\n

Tr\u01b0\u1edbc khi \u00e1p d\u1ee5ng t\u1ef1 \u0111\u1ed9ng h\u00f3a m\u1ed9t c\u00f4ng \u0111o\u1ea1n, c\u1eeda h\u00e0ng nh\u1ecf c\u1ee7a 2 v\u1ee3 ch\u1ed3ng n\u00e0y ch\u1ec9 c\u00f3 kho\u1ea3ng 5.800 danh b\u1ea1 trong danh s\u00e1ch kh\u00e1ch h\u00e0ng v\u00e0 ti\u1ebfp nh\u1eadn 200 \u0111\u01a1n h\u00e0ng\/th\u00e1ng. Sau m\u1ed9t th\u1eddi gian tri\u1ec3n khai, ng\u01b0\u1eddi v\u1ee3 ph\u1ea3i ph\u1eabu thu\u1eadt v\u00e0 kh\u00f4ng tham gia v\u00e0o vi\u1ec7c kinh doanh trong v\u00e0i tu\u1ea7n, nh\u01b0ng m\u1ecdi vi\u1ec7c v\u1eabn kh\u00f4ng b\u1ecb ng\u01b0ng tr\u1ec7\u2026<\/p>\n

\"\u1ee8ng<\/center><\/p>\n
\u1ea2nh minh h\u1ecda. Ngu\u1ed3n: WiseGEEK.<\/em><\/div>\n
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“C\u00f3 m\u1ed9t th\u1ef1c tr\u1ea1ng l\u00e0 g\u1ea7n 90%\u00a0ch\u1ee7 doanh nghi\u1ec7p\u00a0\u1edf Vi\u1ec7t Nam \u0111i l\u00ean t\u1eeb ngh\u1ec1. H\u1ecd l\u00e0 nh\u1eefng k\u1ef9 s\u01b0, l\u00e0 b\u00e1c s\u1ef9, k\u1ebf to\u00e1n, ca s\u1ef9, lu\u1eadt s\u01b0\u2026 r\u1ea5t \u0111am m\u00ea v\u00e0 th\u1ea1o ngh\u1ec1, hi\u1ec3u ngh\u1ec1, t\u1ef1 t\u00edch l\u0169y \u0111\u01b0\u1ee3c m\u1ed9t s\u1ed1 kinh nghi\u1ec7m qu\u1ea3n l\u00fd trong qu\u00e1 tr\u00ecnh l\u00e0m vi\u1ec7c, c\u00f3 m\u1ed1i quan h\u1ec7 t\u1ed1t v\u1edbi kh\u00e1ch h\u00e0ng ru\u1ed9t\u2026, t\u1eeb \u0111\u00f3 \u0111\u1ee9ng ra l\u1eadp c\u00f4ng ty ri\u00eang”, \u00f4ng Ho\u00e0ng \u0110\u00ecnh Tr\u1ecdng – Ch\u1ee7 t\u1ecbch H\u0110QT C\u00f4ng ty TNHH \u0111\u00e0o t\u1ea1o t\u01b0 v\u1ea5n PDCA chia s\u1ebb t\u1ea1i s\u1ef1 ki\u1ec7n 1000 CEO m\u1edbi \u0111\u00e2y.<\/p>\n

M\u1ed9t v\u1ea5n \u0111\u1ec1 \u1edf nh\u1eefng doanh nghi\u1ec7p n\u00e0y, theo \u00f4ng Tr\u1ecdng, l\u00e0 \u00f4ng s\u1ebfp c\u00f3 th\u1ec3 r\u1ea5t gi\u1ecfi trong chuy\u00ean m\u00f4n, nh\u01b0ng trong qu\u1ea3n l\u00fd c\u00f4ng ty th\u00ec h\u1ecd m\u1edbi \u1edf giai \u0111o\u1ea1n nh\u1eadp m\u00f4n.<\/p>\n

C\u00e1c CEO \u0111i l\u00ean t\u1eeb ngh\u1ec1 c\u00f3 \u0111i\u1ec3m chung l\u00e0 thi\u1ebfu t\u01b0 duy l\u00e0m doanh nghi\u1ec7p b\u00e0i b\u1ea3n. H\u1ecd x\u00e2y d\u1ef1ng c\u00f4ng ty m\u1ed9t c\u00e1ch b\u1ea3n n\u0103ng, ch\u1eafp v\u00e1, ch\u01b0a bi\u1ebft c\u00e1ch \u0111i\u1ec1u h\u00e0nh c\u00f4ng ty theo \u0111\u00fang ngh\u0129a m\u00e0 ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 “s\u0103n” c\u00e1c \u0111\u1ea7u vi\u1ec7c v\u00e0 giao xu\u1ed1ng cho nh\u00e2n vi\u00ean.<\/p>\n

R\u1ed3i t\u1eeb \u0111\u00f3 m\u00e0 c\u00e1c s\u1ef1 v\u1ee5 ph\u00e1t sinh. C\u00e1c CEO v\u00f4 c\u00f9ng b\u1eadn r\u1ed9n, h\u1ebft l\u00e0m vi\u1ec7c chuy\u00ean m\u00f4n l\u1ea1i r\u01a1i v\u00e0o s\u1ef1 v\u1ee5: Th\u00e2n l\u00e0 CEO m\u00e0 l\u00fac n\u00e0o c\u0169ng ph\u1ea3i tr\u1ef1c ti\u1ebfp ch\u1ec9 \u0111\u1ea1o th\u1eadm ch\u00ed l\u00e0 ph\u1ea3i tr\u1ef1c ti\u1ebfp b\u1eaft tay v\u00e0o gi\u1ea3i quy\u1ebft t\u1ea5t c\u1ea3 m\u1ecdi vi\u1ec7c to nh\u1ecf, \u0111\u1ed1i n\u1ed9i \u0111\u1ed1i ngo\u1ea1i c\u1ee7a c\u00f4ng ty; tuy\u1ec3n d\u1ee5ng nh\u00e2n vi\u00ean nh\u01b0ng r\u1ed3i lu\u00f4n b\u1ea5t an, m\u1ec7t m\u1ecfi v\u00ec t\u00ecnh tr\u1ea1ng nh\u00e2n vi\u00ean li\u00ean t\u1ee5c ngh\u1ec9 vi\u1ec7c; giao vi\u1ec7c nh\u01b0ng nh\u00e2n vi\u00ean kh\u00f4ng hi\u1ec3u, kh\u00f4ng bi\u1ebft l\u00e0m ho\u1eb7c l\u00e0m kh\u00f4ng hi\u1ec7u qu\u1ea3\u2026<\/p>\n

C\u00e1c \u00f4ng ch\u1ee7 doanh nghi\u1ec7p \u0111ang t\u1ef1 \u00f4m t\u1ea5t t\u1ea7n t\u1eadt bao nhi\u00eau c\u00f4ng vi\u1ec7c?<\/b><\/span><\/p>\n

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\"\u1ee8ng<\/div>\n
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\u1ea2nh minh h\u1ecda. Ngu\u1ed3n: Velvet Chainsaw.<\/em><\/p>\n<\/div>\n<\/div>\n

Trong cu\u1ed1n s\u00e1ch “Chinh ph\u1ee5c s\u1ef1 h\u1ed7n lo\u1ea1n”, hai nh\u00e0 s\u00e1ng l\u1eadp c\u1ee7a Infusionsoft \u2013 Clate Mask v\u00e0 Scott Martineau – cho bi\u1ebft r\u1ea5t nhi\u1ec1u \u00f4ng ch\u1ee7 \u0111ang t\u1ef1 \u00f4m c\u1ea3 \u0111\u1ed1ng vi\u1ec7c v\u00e0o m\u00ecnh, v\u00e0 r\u1ea5t nhi\u1ec1u vi\u1ec7c h\u1ecd \u0111ang x\u1eed l\u00fd m\u1ed9t c\u00e1ch th\u1ee7 c\u00f4ng, bao g\u1ed3m:<\/p>\n

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B\u1ea1n n\u00ean l\u00e0m vi\u1ec7c \u1ede TR\u00caN c\u00e1c v\u1ea5n \u0111\u1ec1 trong kinh doanh c\u1ee7a b\u1ea1n, ch\u1ee9 kh\u00f4ng ph\u1ea3i ch\u00ecm TRONG c\u00e1c v\u1ea5n \u0111\u1ec1 \u0111\u00f3”, Michael Gerber.<\/p>\n<\/div>\n<\/div>\n

– X\u1eed l\u00fd quy tr\u00ecnh b\u00e1n h\u00e0ng.<\/p>\n

– Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, nh\u00e0 cung c\u1ea5p v\u00e0 \u0111\u1ed1i t\u00e1c.<\/p>\n

– T\u00ednh to\u00e1n c\u00e1c \u0111\u01a1n h\u00e0ng.<\/p>\n

– Tr\u1ea3 l\u1eddi email, th\u01b0, c\u00e1c cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i v\u00e0 nh\u1eefng y\u00eau c\u1ea7u kh\u00e1c.<\/p>\n

– Qu\u1ea3n l\u00fd nh\u00e2n vi\u00ean.<\/p>\n

– Duy tr\u00ec kho h\u00e0ng.<\/p>\n

– X\u1eed l\u00fd \u0111\u01a1n h\u00e0ng.<\/p>\n

– X\u00e2y d\u1ef1ng c\u00e1c ho\u1ea1t \u0111\u1ed9ng Marketing.<\/p>\n

“Trong h\u1ea7u h\u1ebft c\u00e1c tr\u01b0\u1eddng h\u1ee3p, h\u1ecd \u0111\u1ec1u th\u1ea5t b\u1ea1i v\u1edbi h\u1ea7u h\u1ebft c\u00e1c c\u00f4ng vi\u1ec7c<\/b>“, t\u00e1c gi\u1ea3 cho bi\u1ebft.<\/p>\n

T\u1ea1i sao? Tr\u1eeb khi l\u00e0 m\u1ed9t b\u1eadc th\u1ea7y kh\u1edfi nghi\u1ec7p, h\u1ecd c\u00f3 th\u1ec3 l\u00e0m t\u1ea5t c\u1ea3 nh\u1eefng vi\u1ec7c tr\u00ean m\u00e0 kh\u00f4ng c\u1ea7n ph\u1ea3i l\u00e0 m\u1ed9t ng\u01b0\u1eddi Marketer, m\u1ed9t ng\u01b0\u1eddi Sales, m\u1ed9t chuy\u00ean gia x\u1eed l\u00fd v\u00e0 ho\u00e0n t\u1ea5t c\u00e1c h\u00f3a \u0111\u01a1n g\u1eedi kh\u00e1ch h\u00e0ng hay m\u1ed9t nh\u00e2n vi\u00ean v\u0103n ph\u00f2ng.<\/p>\n

L\u1eddi khuy\u00ean c\u1ee7a 2 nh\u00e0 s\u00e1ng l\u1eadp n\u00e0y l\u00e0 b\u1ea1n h\u00e3y t\u00ecm gi\u1ea3i ph\u00e1p ph\u1ea7n m\u1ec1m t\u1ef1 \u0111\u1ed9ng h\u00f3a nh\u1eefng quy tr\u00ecnh kinh doanh c\u1ee7a b\u1ea1n. B\u1ea1n c\u1ea7n m\u1ed9t ph\u1ea7n m\u1ec1m \u0111\u00f2i h\u1ecfi s\u1ef1 hi\u1ec7n di\u1ec7n v\u00e0 can thi\u1ec7p c\u1ee7a b\u1ea1n \u00edt nh\u1ea5t c\u00f3 th\u1ec3.<\/p>\n

L\u1ea5y v\u00ed d\u1ee5 v\u1ec1 vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, ngay c\u1ea3 khi b\u1ea1n l\u00e0 chuy\u00ean gia v\u1ec1 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, b\u1ea1n kh\u00f4ng th\u1ec3 l\u00e0m m\u1ed9t c\u00f4ng vi\u1ec7c ho\u00e0n t\u1ea5t v\u00e0 tr\u1ecdn v\u1eb9n nh\u01b0 h\u1ec7 th\u1ed1ng ch\u0103m s\u00f3c t\u1ef1 \u0111\u1ed9ng. N\u1ebfu chi\u1ebfn d\u1ecbch marketing\u00a0c\u1ee7a b\u1ea1n c\u00f3 r\u1ea5t nhi\u1ec1u b\u01b0\u1edbc \u0111\u1ec3 tri\u1ec3n khai, b\u1ea1n ch\u1eafc ch\u1eafn s\u1ebd l\u00e0m sai \u1edf m\u1ed9t ch\u1ed7 n\u00e0o \u0111\u00f3. L\u00e0m sao b\u1ea1n bi\u1ebft \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng n\u00e0o trong danh s\u00e1ch nh\u1eadn \u0111\u01b0\u1ee3c c\u00e1i g\u00ec, v\u00e0 nh\u1eadn v\u00e0o ng\u00e0y n\u00e0o?<\/p>\n

\u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng n\u1ebfu b\u1ea1n \u0111ang qu\u1ea3n l\u00fd m\u1ed9t nh\u00f3m kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, nh\u01b0ng m\u1ed9t khi b\u1ea1n qu\u1ea3n l\u00fd m\u1ed9t s\u1ed1 l\u01b0\u1ee3ng l\u1edbn, h\u00e0ng tr\u0103m, th\u1eadm ch\u00ed h\u00e0ng ngh\u00ecn kh\u00e1ch h\u00e0ng, b\u1ea1n kh\u00f4ng th\u1ec3 n\u00e0o l\u00e0m \u0111\u01b0\u1ee3c.<\/p>\n

Trong khi \u0111\u00f3, \u0111\u00e2y l\u00e0 quy tr\u00ecnh m\u00e0 m\u1ed9t h\u1ec7 th\u1ed1ng t\u1ef1 \u0111\u1ed9ng h\u00f3a s\u1ebd l\u00e0m trong vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng:<\/p>\n

– Ng\u00e0y 1 – Email: C\u1ea3m \u01a1n b\u1ea1n \u0111\u00e3 mua h\u00e0ng. T\u00f4i tr\u00e2n tr\u1ecdng b\u1ea1n<\/i><\/p>\n

– Ng\u00e0y 8 \u2013 Email: C\u1ea3m \u01a1n b\u1ea1n m\u1ed9t l\u1ea7n n\u1eefa \u0111\u00e3 mua h\u00e0ng.<\/i><\/p>\n

B\u1edfi v\u00ec b\u1ea1n mua h\u00e0ng t\u1eeb t\u00f4i, t\u00f4i mu\u1ed1n g\u1eedi b\u1ea1n m\u1ed9t \u0111i\u1ec1u \u0111\u1eb7c bi\u1ec7t. H\u00e3y theo d\u00f5i h\u1ed9p th\u01b0 c\u1ee7a b\u1ea1n.<\/i><\/p>\n

– Ng\u00e0y 15 \u2013 Th\u01b0 g\u1eedi tr\u1ef1c ti\u1ebfp:\u00a0<\/i>C\u1ea3m \u01a1n b\u1ea1n m\u1ed9t l\u1ea7n n\u1eefa, v\u00e0 \u0111\u00e2y l\u00e0 m\u00f3n qu\u00e0 mi\u1ec5n ph\u00ed d\u00e0nh t\u1eb7ng b\u1ea1n.<\/i><\/p>\n

– Ng\u00e0y 30 \u2013 G\u1ecdi \u0111i\u1ec7n tho\u1ea1i: Ki\u1ec3m tra li\u1ec7u kh\u00e1ch h\u00e0ng c\u00f3 h\u00e0i l\u00f2ng v\u1edbi m\u00f3n h\u00e0ng h\u1ecd mua<\/i><\/p>\n

– Ng\u00e0y 45 \u2013 B\u01b0u thi\u1ebfp:\u00a0<\/i>Gi\u1edbi thi\u1ec7u m\u1ed9t ng\u01b0\u1eddi b\u1ea1n v\u00e0 nh\u1eadn gi\u1ea3m gi\u00e1 cho nh\u1eefng l\u1ea7n mua h\u00e0ng ti\u1ebfp theo.<\/i><\/p>\n

M\u1ed9t v\u00ed d\u1ee5 v\u1ec1 t\u1ef1 \u0111\u1ed9ng h\u00f3a \u0111\u01b0\u1ee3c Clate v\u00e0 Scott \u0111\u01b0a ra l\u00e0 m\u1ed9t c\u1eeda h\u00e0ng kinh doanh c\u1ee7a m\u1ed9t c\u1eb7p v\u1ee3 ch\u1ed3ng trung ni\u00ean, tr\u01b0\u1edbc khi s\u1eed d\u1ee5ng m\u1ed9t ph\u1ea7n m\u1ec1m marketing t\u1ef1 \u0111\u1ed9ng, c\u1eeda h\u00e0ng c\u00f3 kho\u1ea3ng 5.800 danh b\u1ea1 trong danh s\u00e1ch kh\u00e1ch h\u00e0ng v\u00e0 ti\u1ebfp nh\u1eadn 200 \u0111\u01a1n h\u00e0ng\/th\u00e1ng.<\/p>\n

Sau m\u1ed9t th\u1eddi gian tri\u1ec3n khai h\u1ec7 th\u1ed1ng t\u1ef1 \u0111\u1ed9ng n\u00e0y, ng\u01b0\u1eddi v\u1ee3 ph\u1ea3i ph\u1eabu thu\u1eadt v\u00e0 kh\u00f4ng tham gia v\u00e0o vi\u1ec7c kinh doanh trong v\u00e0i tu\u1ea7n, nh\u01b0ng m\u1ecdi vi\u1ec7c v\u1eabn kh\u00f4ng b\u1ecb ng\u01b0ng tr\u1ec7.<\/p>\n

Sau 1 n\u0103m, danh b\u1ea1 kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd t\u0103ng l\u00ean t\u1edbi 29.600, \u0111\u01a1n h\u00e0ng h\u00e0ng th\u00e1ng t\u0103ng l\u00ean 850 \u0111\u01a1n, doanh thu nh\u1ea3y v\u1ecdt t\u1eeb 13.000 USD\/th\u00e1ng l\u00ean 48.000 USD\/th\u00e1ng. V\u00e0 \u0111i\u1ec1u th\u00fa v\u1ecb nh\u1ea5t l\u00e0: Nh\u00e2n s\u1ef1 gia t\u0103ng trong c\u1eeda h\u00e0ng ch\u1ec9 c\u00f3 1 \u2013 s\u1ef1 h\u1ed7 tr\u1ee3 b\u00e1n th\u1eddi gian c\u1ee7a c\u00f4 con g\u00e1i \u0111ang trong \u0111\u1ed9 tu\u1ed5i sinh vi\u00ean c\u1ee7a h\u1ecd.<\/p>\n

*Ngu\u1ed3n:\u00a0cafebiz.vn<\/em><\/span><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

\u1ee8ng d\u1ee5ng vi\u1ec7c n\u00e0y trong ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, m\u1ed9t c\u1eeda h\u00e0ng nh\u1ecf \u0111\u00e3 t\u0103ng doanh thu l\u00ean g\u1ea7n 4 l\u1ea7n, danh b\u1ea1 kh\u00e1ch h\u00e0ng t\u0103ng g\u1ea5p 5. 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