{"id":82788,"date":"2023-09-11T04:57:01","date_gmt":"2023-09-11T08:57:01","guid":{"rendered":"https:\/\/ideascale.com\/viblog\/nghien-cuu-tieng-noi-cua-khach-hang-la-gi\/"},"modified":"2024-06-20T05:48:16","modified_gmt":"2024-06-20T09:48:16","slug":"nghien-cuu-tieng-noi-cua-khach-hang-la-gi","status":"publish","type":"post","link":"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-tieng-noi-cua-khach-hang-la-gi\/","title":{"rendered":"Nghi\u00ean c\u1ee9u Ti\u1ebfng n\u00f3i c\u1ee7a Kh\u00e1ch h\u00e0ng (VoC) l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, ph\u01b0\u01a1ng ph\u00e1p, ph\u01b0\u01a1ng ph\u00e1p th\u1ef1c h\u00e0nh t\u1ed1t nh\u1ea5t"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-right-small:0px;--awb-padding-left-small:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1248px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\" style=\"--awb-font-size:22px;\"><p><strong><b>M\u1ee5c l\u1ee5c<\/b><\/strong><\/p>\n<\/div><div class=\"awb-toc-el awb-toc-el--1\" data-awb-toc-id=\"1\" data-awb-toc-options=\"{&quot;allowed_heading_tags&quot;:{&quot;h2&quot;:0},&quot;ignore_headings&quot;:&quot;&quot;,&quot;ignore_headings_words&quot;:&quot;&quot;,&quot;enable_cache&quot;:&quot;yes&quot;,&quot;highlight_current_heading&quot;:&quot;no&quot;,&quot;hide_hidden_titles&quot;:&quot;yes&quot;,&quot;limit_container&quot;:&quot;all&quot;,&quot;select_custom_headings&quot;:&quot;&quot;,&quot;icon&quot;:&quot;fa-flag fas&quot;,&quot;counter_type&quot;:&quot;decimal&quot;}\" style=\"--awb-counter-type:counters(awb-toc, &quot;.&quot;, decimal) &quot;. &quot;;\"><div class=\"awb-toc-el__content\"><\/div><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-blend:overlay;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-2\"><h2 id=\"toc_What_is_Voice_of_Customer_VoC_Research\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">Nghi\u00ean c\u1ee9u Ti\u1ebfng n\u00f3i c\u1ee7a Kh\u00e1ch h\u00e0ng (VoC) l\u00e0 g\u00ec?<\/h2>\n<p><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u Ti\u1ebfng n\u00f3i c\u1ee7a Kh\u00e1ch h\u00e0ng (VoC) \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 m\u1ed9t quy tr\u00ecnh c\u00f3 h\u1ec7 th\u1ed1ng nh\u1eb1m thu th\u1eadp v\u00e0 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i, \u00fd ki\u1ebfn \u200b\u200bv\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 nhu c\u1ea7u, mong \u0111\u1ee3i v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng chung c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c th\u01b0\u01a1ng hi\u1ec7u. M\u1ee5c ti\u00eau ch\u00ednh c\u1ee7a nghi\u00ean c\u1ee9u VoC l\u00e0 hi\u1ec3u quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 s\u1eed d\u1ee5ng th\u00f4ng tin n\u00e0y \u0111\u1ec3 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh s\u00e1ng su\u1ed1t, c\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><b>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 th\u00e0nh ph\u1ea7n v\u00e0 b\u01b0\u1edbc ch\u00ednh li\u00ean quan \u0111\u1ebfn nghi\u00ean c\u1ee9u Ti\u1ebfng n\u00f3i c\u1ee7a Kh\u00e1ch h\u00e0ng:<\/b><\/p>\n<ul>\n<li><b>Thu th\u1eadp d\u1eef li\u1ec7u: <\/b><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u VoC bao g\u1ed3m nhi\u1ec1u ph\u01b0\u01a1ng ph\u00e1p kh\u00e1c nhau \u0111\u1ec3 thu th\u1eadp <a href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-hoi-cua-khach-hang-la-gi\/\">ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> , bao g\u1ed3m kh\u1ea3o s\u00e1t, ph\u1ecfng v\u1ea5n, <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nhom-tap-trung-la-gi\/\">nh\u00f3m t\u1eadp trung<\/a> , gi\u00e1m s\u00e1t ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i, \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn v\u00e0 t\u01b0\u01a1ng t\u00e1c h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng. Nh\u1eefng ph\u01b0\u01a1ng ph\u00e1p n\u00e0y c\u00f3 th\u1ec3 l\u00e0 <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-luong-la-gi\/\">\u0111\u1ecbnh l\u01b0\u1ee3ng<\/a> (d\u1eef li\u1ec7u s\u1ed1) ho\u1eb7c <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-tinh-la-gi\/\">\u0111\u1ecbnh t\u00ednh<\/a> (d\u1eef li\u1ec7u v\u0103n b\u1ea3n ho\u1eb7c t\u01b0\u1eddng thu\u1eadt).<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Ph\u00e2n t\u00edch:<\/b><span style=\"font-weight: 400;\"> Sau khi d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c thu th\u1eadp, n\u00f3 s\u1ebd \u0111\u01b0\u1ee3c ph\u00e2n t\u00edch \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c m\u00f4 h\u00ecnh, xu h\u01b0\u1edbng v\u00e0 ch\u1ee7 \u0111\u1ec1. Ph\u00e2n t\u00edch n\u00e0y gi\u00fap r\u00fat ra nh\u1eefng hi\u1ec3u bi\u1ebft c\u00f3 \u00fd ngh\u0129a t\u1eeb ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Ch\u00e2n dung kh\u00e1ch h\u00e0ng: <\/b><span style=\"font-weight: 400;\">T\u1ea1o ch\u00e2n dung kh\u00e1ch h\u00e0ng l\u00e0 k\u1ebft qu\u1ea3 chung c\u1ee7a nghi\u00ean c\u1ee9u VoC. Persona l\u00e0 s\u1ef1 \u0111\u1ea1i di\u1ec7n h\u01b0 c\u1ea5u c\u1ee7a c\u00e1c ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng kh\u00e1c nhau, d\u1ef1a tr\u00ean \u0111\u1eb7c \u0111i\u1ec3m, nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee7a h\u1ecd. Nh\u1eefng di\u1ec7n m\u1ea1o n\u00e0y gi\u00fap c\u00e1c t\u1ed5 ch\u1ee9c hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau c\u1ee7a h\u1ecd.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>X\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m \u0111au:<\/b><span style=\"font-weight: 400;\"> Nghi\u00ean c\u1ee9u VoC gi\u00fap x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m kh\u00f3 kh\u0103n v\u00e0 v\u1ea5n \u0111\u1ec1 c\u1ee5 th\u1ec3 m\u00e0 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i khi t\u01b0\u01a1ng t\u00e1c v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. Th\u00f4ng tin n\u00e0y c\u00f3 th\u1ec3 h\u01b0\u1edbng d\u1eabn c\u00e1c n\u1ed7 l\u1ef1c c\u1ea3i ti\u1ebfn.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u01afu ti\u00ean c\u1ea3i ti\u1ebfn:<\/b> <span style=\"font-weight: 400;\">Sau khi x\u00e1c \u0111\u1ecbnh nhu c\u1ea7u v\u00e0 \u0111i\u1ec3m y\u1ebfu c\u1ee7a kh\u00e1ch h\u00e0ng, c\u00e1c t\u1ed5 ch\u1ee9c s\u1ebd \u01b0u ti\u00ean th\u1ef1c hi\u1ec7n nh\u1eefng c\u1ea3i ti\u1ebfn ho\u1eb7c thay \u0111\u1ed5i n\u00e0o d\u1ef1a tr\u00ean m\u1ee9c \u0111\u1ed9 nghi\u00eam tr\u1ecdng c\u1ee7a v\u1ea5n \u0111\u1ec1 v\u00e0 t\u00e1c \u0111\u1ed9ng c\u1ee7a ch\u00fang \u0111\u1ed1i v\u1edbi s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>V\u00f2ng ph\u1ea3n h\u1ed3i:<\/b> <span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u VoC th\u01b0\u1eddng thi\u1ebft l\u1eadp c\u00e1c v\u00f2ng ph\u1ea3n h\u1ed3i trong \u0111\u00f3 <a href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-hoi-cua-khach-hang-la-gi\/\">ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> li\u00ean t\u1ee5c \u0111\u01b0\u1ee3c thu th\u1eadp v\u00e0 s\u1eed d\u1ee5ng \u0111\u1ec3 th\u00fac \u0111\u1ea9y c\u00e1c c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>H\u1ee3p t\u00e1c \u0111a ch\u1ee9c n\u0103ng:<\/b> <span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u VoC th\u01b0\u1eddng c\u00f3 s\u1ef1 tham gia c\u1ee7a nhi\u1ec1u b\u1ed9 ph\u1eadn kh\u00e1c nhau trong m\u1ed9t t\u1ed5 ch\u1ee9c, bao g\u1ed3m ti\u1ebfp th\u1ecb, ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m, h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng v\u00e0 b\u00e1n h\u00e0ng, l\u00e0m vi\u1ec7c c\u00f9ng nhau \u0111\u1ec3 gi\u1ea3i quy\u1ebft nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>C\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c: <\/b><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u VoC kh\u00f4ng ph\u1ea3i l\u00e0 n\u1ed7 l\u1ef1c m\u1ed9t l\u1ea7n; \u0111\u00f3 l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh \u0111ang di\u1ec5n ra. C\u00e1c t\u1ed5 ch\u1ee9c n\u00ean th\u01b0\u1eddng xuy\u00ean thu th\u1eadp v\u00e0 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 lu\u00f4n \u0111\u00e1p \u1ee9ng nh\u1eefng thay \u0111\u1ed5i v\u1ec1 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u1ed9ng l\u1ef1c th\u1ecb tr\u01b0\u1eddng.<\/span><\/li>\n<\/ul>\n<p><b>L\u1ee3i \u00edch c\u1ee7a nghi\u00ean c\u1ee9u Ti\u1ebfng n\u00f3i c\u1ee7a Kh\u00e1ch h\u00e0ng bao g\u1ed3m:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">C\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">N\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5.<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb v\u00e0 ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m t\u1ed1t h\u01a1n.<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">T\u0103ng kh\u1ea3 n\u0103ng c\u1ea1nh tranh tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Gi\u1ea3m t\u1ef7 l\u1ec7 r\u1eddi b\u1ecf kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng kh\u1ea3 n\u0103ng gi\u1eef ch\u00e2n.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">T\u00f3m l\u1ea1i, nghi\u00ean c\u1ee9u Ti\u1ebfng n\u00f3i c\u1ee7a Kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 c\u00f3 gi\u00e1 tr\u1ecb \u0111\u1ec3 c\u00e1c t\u1ed5 ch\u1ee9c hi\u1ec3u s\u00e2u h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng v\u00e0 s\u1eed d\u1ee5ng ki\u1ebfn \u200b\u200bth\u1ee9c \u0111\u00f3 \u0111\u1ec3 th\u00fac \u0111\u1ea9y c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><span data-sheets-value=\"\" data-sheets-userformat=\"\" data-sheets-textstyleruns=\"\uee10\" data-sheets-hyperlinkruns=\"\uee10\"><b>T\u00ecm hi\u1ec3u th\u00eam: <a class=\"in-cell-link\" href=\"https:\/\/ideascale.com\/vi\/viblog\/thiet-ke-nghien-cuu-la-gi\/\" rel=\"noopener\">Thi\u1ebft k\u1ebf nghi\u00ean c\u1ee9u l\u00e0 g\u00ec?<\/a><\/b><\/span><\/p>\n<h2 id=\"toc_Voice_of_Customer_Research_Methodology\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">12 Ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u ti\u1ebfng n\u00f3i kh\u00e1ch h\u00e0ng<\/h2>\n<p><img decoding=\"async\" class=\"lazyload aligncenter wp-image-58678 size-fusion-600\" src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Voice-of-Customer-Research-descriptive-1-600x665.jpg\" data-orig-src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Voice-of-Customer-Research-descriptive-1-600x665.jpg\" alt=\"Ti\u1ebfng n\u00f3i c\u1ee7a ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u kh\u00e1ch h\u00e0ng\" width=\"600\" height=\"665\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%27600%27%20height%3D%27665%27%20viewBox%3D%270%200%20600%20665%27%3E%3Crect%20width%3D%27600%27%20height%3D%27665%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Voice-of-Customer-Research-descriptive-1-200x222.jpg 200w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Voice-of-Customer-Research-descriptive-1-271x300.jpg 271w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Voice-of-Customer-Research-descriptive-1-400x443.jpg 400w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Voice-of-Customer-Research-descriptive-1-600x665.jpg 600w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Voice-of-Customer-Research-descriptive-1.jpg 715w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u Ti\u1ebfng n\u00f3i c\u1ee7a Kh\u00e1ch h\u00e0ng (VoC) s\u1eed d\u1ee5ng nhi\u1ec1u ph\u01b0\u01a1ng ph\u00e1p kh\u00e1c nhau \u0111\u1ec3 thu th\u1eadp v\u00e0 <a href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-tich-phan-hoi-cua-khach-hang-la-gi\/\">ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u0169ng nh\u01b0 hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> . Vi\u1ec7c l\u1ef1a ch\u1ecdn ph\u01b0\u01a1ng ph\u00e1p ph\u1ee5 thu\u1ed9c v\u00e0o m\u1ee5c ti\u00eau, ngu\u1ed3n l\u1ef1c c\u1ee5 th\u1ec3 v\u00e0 t\u00ednh ch\u1ea5t doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u VoC ph\u1ed5 bi\u1ebfn:<\/span><\/p>\n<p><b>1. Kh\u1ea3o s\u00e1t<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Kh\u1ea3o s\u00e1t tr\u1ef1c tuy\u1ebfn: T\u1ea1o b\u1ea3ng c\u00e2u h\u1ecfi b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 nh\u01b0 SurveyMonkey ho\u1eb7c Google Forms v\u00e0 ph\u00e2n ph\u1ed1i ch\u00fang \u0111\u1ebfn c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n qua email, trang web ho\u1eb7c ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Kh\u1ea3o s\u00e1t qua \u0111i\u1ec7n tho\u1ea1i: Ti\u1ebfn h\u00e0nh ph\u1ecfng v\u1ea5n kh\u00e1ch h\u00e0ng qua \u0111i\u1ec7n tho\u1ea1i \u0111\u1ec3 thu th\u1eadp ph\u1ea3n h\u1ed3i. Ph\u01b0\u01a1ng ph\u00e1p n\u00e0y c\u00f3 th\u1ec3 mang t\u00ednh c\u00e1 nh\u00e2n h\u01a1n nh\u01b0ng c\u00f3 th\u1ec3 c\u1ea7n nhi\u1ec1u ngu\u1ed3n l\u1ef1c h\u01a1n.<\/span><\/p>\n<p><b>2. Ph\u1ecfng v\u1ea5n<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ph\u1ecfng v\u1ea5n s\u00e2u: Th\u1ef1c hi\u1ec7n ph\u1ecfng v\u1ea5n tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec3 hi\u1ec3u s\u00e2u h\u01a1n v\u1ec1 tr\u1ea3i nghi\u1ec7m, nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee7a h\u1ecd. Nh\u1eefng cu\u1ed9c ph\u1ecfng v\u1ea5n n\u00e0y c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n tr\u1ef1c ti\u1ebfp, qua \u0111i\u1ec7n tho\u1ea1i ho\u1eb7c qua h\u1ed9i ngh\u1ecb truy\u1ec1n h\u00ecnh.<\/span><\/p>\n<p><b>3. Nh\u00f3m t\u1eadp trung<\/b><\/p>\n<p><span style=\"font-weight: 400;\">T\u1ed5 ch\u1ee9c c\u00e1c cu\u1ed9c th\u1ea3o lu\u1eadn <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nhom-tap-trung-la-gi\/\">nh\u00f3m t\u1eadp trung<\/a> nh\u1ecf v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u1ea1o \u0111i\u1ec1u ki\u1ec7n cho c\u00e1c cu\u1ed9c tr\u00f2 chuy\u1ec7n c\u1edfi m\u1edf v\u00e0 thu th\u1eadp nh\u1eefng hi\u1ec3u bi\u1ebft <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-tinh-la-gi\/\">s\u00e2u s\u1eafc v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng<\/a> . Ph\u01b0\u01a1ng ph\u00e1p n\u00e0y \u0111\u1eb7c bi\u1ec7t h\u1eefu \u00edch trong vi\u1ec7c kh\u00e1m ph\u00e1 nh\u1eadn th\u1ee9c v\u00e0 th\u00e1i \u0111\u1ed9.<\/span><\/p>\n<p><b>4. Bi\u1ec3u m\u1eabu ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Thu th\u1eadp ph\u1ea3n h\u1ed3i th\u00f4ng qua c\u00e1c bi\u1ec3u m\u1eabu ph\u1ea3n h\u1ed3i \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p v\u00e0o s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n. \u0110i\u1ec1u n\u00e0y cho ph\u00e9p kh\u00e1ch h\u00e0ng cung c\u1ea5p th\u00f4ng tin \u0111\u1ea7u v\u00e0o tr\u1ef1c ti\u1ebfp trong b\u1ed1i c\u1ea3nh tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd.<\/span><\/p>\n<p><b>5. \u0110\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn v\u00e0 gi\u00e1m s\u00e1t ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ph\u00e2n t\u00edch c\u00e1c \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn tr\u00ean c\u00e1c n\u1ec1n t\u1ea3ng nh\u01b0 Yelp, Amazon v\u00e0 c\u00e1c \u0111\u1ec1 c\u1eadp tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ec3 thu th\u1eadp th\u00f4ng tin chi ti\u1ebft v\u1ec1 \u00fd ki\u1ebfn \u200b\u200bv\u00e0 c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u ho\u1eb7c s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n.<\/span><\/p>\n<p><b>6. T\u01b0\u01a1ng t\u00e1c h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Xem l\u1ea1i c\u00e1c t\u01b0\u01a1ng t\u00e1c h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng (v\u00ed d\u1ee5: email, b\u1ea3n ghi cu\u1ed9c tr\u00f2 chuy\u1ec7n v\u00e0 b\u1ea3n ghi \u00e2m cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i) \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u1ed5 bi\u1ebfn v\u00e0 c\u00e1c \u0111i\u1ec3m kh\u00f3 kh\u0103n m\u00e0 kh\u00e1ch h\u00e0ng n\u00eau ra.<\/span><\/p>\n<p><b>7. Quan s\u00e1t<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Quan s\u00e1t h\u00e0nh vi v\u00e0 t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n trong c\u00e0i \u0111\u1eb7t th\u1ef1c t\u1ebf ho\u1eb7c b\u1eb1ng c\u00e1ch ph\u00e2n t\u00edch h\u00e0nh vi c\u1ee7a ng\u01b0\u1eddi d\u00f9ng tr\u00ean trang web ho\u1eb7c \u1ee9ng d\u1ee5ng c\u1ee7a b\u1ea1n.<\/span><\/p>\n<p><b>8. Kh\u1ea3o s\u00e1t v\u1ec1 \u0110i\u1ec3m s\u1ed1 c\u1ee7a Nh\u00e0 qu\u1ea3ng c\u00e1o Net (NPS)<\/b><\/p>\n<p><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng kh\u1ea3o s\u00e1t NPS \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 l\u00f2ng trung th\u00e0nh v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. Kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u \u0111\u00e1nh gi\u00e1 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n cho ng\u01b0\u1eddi kh\u00e1c theo thang \u0111i\u1ec3m t\u1eeb 0 \u0111\u1ebfn 10.<\/span><\/p>\n<p><b>9. Ph\u00e2n t\u00edch v\u0103n b\u1ea3n<\/b><\/p>\n<p><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch v\u0103n b\u1ea3n v\u00e0 x\u1eed l\u00fd ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean (NLP) \u0111\u1ec3 ph\u00e2n t\u00edch c\u00e1c ph\u1ea3n h\u1ed3i m\u1edf, \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn v\u00e0 nh\u1eadn x\u00e9t tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i nh\u1eb1m ph\u00e2n t\u00edch c\u00e1c m\u1eabu v\u00e0 c\u1ea3m x\u00fac.<\/span><\/p>\n<p><b>10. Ph\u00e2n t\u00edch \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh<\/b><\/p>\n<p><span style=\"font-weight: 400;\">So s\u00e1nh s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n v\u1edbi \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh b\u1eb1ng c\u00e1ch ph\u00e2n t\u00edch \u0111\u00e1nh gi\u00e1, x\u1ebfp h\u1ea1ng v\u00e0 ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 c\u00e1c s\u1ea3n ph\u1ea9m t\u01b0\u01a1ng t\u1ef1 tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/span><\/p>\n<p><b>11. L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/b><\/p>\n<p><span style=\"font-weight: 400;\">V\u1ea1ch ra h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u00e0 \u0111i\u1ec3m y\u1ebfu trong su\u1ed1t qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n, t\u1eeb nh\u1eadn th\u1ee9c ban \u0111\u1ea7u \u0111\u1ebfn h\u1ed7 tr\u1ee3 sau mua h\u00e0ng.<\/span><\/p>\n<p><b>12. Nghi\u00ean c\u1ee9u d\u00e2n t\u1ed9c h\u1ecdc<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u0110\u01b0a c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u v\u00e0o m\u00f4i tr\u01b0\u1eddng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 hi\u1ec3u s\u00e2u h\u01a1n v\u1ec1 h\u00e0nh vi, nhu c\u1ea7u v\u00e0 th\u00e1ch th\u1ee9c c\u1ee7a h\u1ecd.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Khi ti\u1ebfn h\u00e0nh nghi\u00ean c\u1ee9u VoC, \u0111i\u1ec1u c\u1ea7n thi\u1ebft l\u00e0 ph\u1ea3i \u0111\u1ea3m b\u1ea3o r\u1eb1ng d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c thu th\u1eadp mang t\u00ednh \u0111\u1ea1i di\u1ec7n cho c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n v\u00e0 b\u1ea1n duy tr\u00ec quy\u1ec1n ri\u00eang t\u01b0 v\u00e0 b\u1ea3o m\u1eadt d\u1eef li\u1ec7u c\u1ee7a kh\u00e1ch h\u00e0ng. Ngo\u00e0i ra, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i ph\u00e2n t\u00edch k\u1ef9 l\u01b0\u1ee1ng d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c thu th\u1eadp, r\u00fat \u200b\u200bra nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng v\u00e0 s\u1eed d\u1ee5ng nh\u1eefng hi\u1ec3u bi\u1ebft n\u00e0y \u0111\u1ec3 th\u00fac \u0111\u1ea9y c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. Nghi\u00ean c\u1ee9u VoC ph\u1ea3i l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh li\u00ean t\u1ee5c \u0111\u1ec3 th\u00edch \u1ee9ng v\u1edbi nh\u1eefng thay \u0111\u1ed5i v\u1ec1 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111i\u1ec1u ki\u1ec7n th\u1ecb tr\u01b0\u1eddng.<\/span><\/p>\n<p><span data-sheets-value=\"\" data-sheets-userformat=\"\" data-sheets-textstyleruns=\"\uee10\" data-sheets-hyperlinkruns=\"\uee10\"><b>T\u00ecm hi\u1ec3u th\u00eam: <a class=\"in-cell-link\" href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-nguoi-tieu-dung-la-gi\/\" rel=\"noopener\">Nghi\u00ean c\u1ee9u ng\u01b0\u1eddi ti\u00eau d\u00f9ng l\u00e0 g\u00ec?<\/a><\/b><\/span><\/p>\n<h2 id=\"toc_Voice_of_Customer_Research_Best_Practice\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">15 ph\u01b0\u01a1ng ph\u00e1p th\u1ef1c h\u00e0nh t\u1ed1t nh\u1ea5t v\u1ec1 nghi\u00ean c\u1ee9u ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/h2>\n<p><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u Ti\u1ebfng n\u00f3i c\u1ee7a Kh\u00e1ch h\u00e0ng (VoC) l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 c\u00f3 gi\u00e1 tr\u1ecb \u0111\u1ec3 hi\u1ec3u nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u0169ng nh\u01b0 tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u1ec3 \u0111\u1ea3m b\u1ea3o t\u00ednh hi\u1ec7u qu\u1ea3 c\u1ee7a nghi\u00ean c\u1ee9u VoC c\u1ee7a b\u1ea1n, h\u00e3y xem x\u00e9t c\u00e1c ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t sau:<\/span><\/p>\n<ul>\n<li><b>X\u00e1c \u0111\u1ecbnh r\u00f5 m\u1ee5c ti\u00eau: <\/b><span style=\"font-weight: 400;\">B\u1eaft \u0111\u1ea7u b\u1eb1ng vi\u1ec7c x\u00e1c \u0111\u1ecbnh <a href=\"https:\/\/ideascale.com\/vi\/viblog\/muc-tieu-nghien-cuu-la-gi\/\">m\u1ee5c ti\u00eau nghi\u00ean c\u1ee9u<\/a> r\u00f5 r\u00e0ng v\u00e0 c\u1ee5 th\u1ec3. Nh\u1eefng hi\u1ec3u bi\u1ebft ho\u1eb7c th\u00f4ng tin c\u1ee5 th\u1ec3 n\u00e0o b\u1ea1n \u0111ang mu\u1ed1n thu th\u1eadp t\u1eeb kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh? B\u1ea1n \u0111ang c\u1ed1 g\u1eafng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 g\u00ec? Vi\u1ec7c c\u00f3 nh\u1eefng m\u1ee5c ti\u00eau \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh r\u00f5 r\u00e0ng s\u1ebd \u0111\u1ecbnh h\u01b0\u1edbng cho nh\u1eefng n\u1ed7 l\u1ef1c nghi\u00ean c\u1ee9u c\u1ee7a b\u1ea1n.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>L\u1ef1a ch\u1ecdn c\u00e1c ph\u01b0\u01a1ng ph\u00e1p ph\u00f9 h\u1ee3p: <\/b><span style=\"font-weight: 400;\">Ch\u1ecdn <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-la-gi\/\">ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u<\/a> ph\u00f9 h\u1ee3p v\u1edbi m\u1ee5c ti\u00eau v\u00e0 \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau c\u1ee7a b\u1ea1n. S\u1eed d\u1ee5ng k\u1ebft h\u1ee3p c\u00e1c ph\u01b0\u01a1ng ph\u00e1p <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-luong-la-gi\/\">\u0111\u1ecbnh l\u01b0\u1ee3ng<\/a> v\u00e0 <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-tinh-la-gi\/\">\u0111\u1ecbnh t\u00ednh<\/a> v\u00ec c\u1ea3 hai \u0111\u1ec1u c\u00f3 th\u1ec3 cung c\u1ea5p nh\u1eefng hi\u1ec3u bi\u1ebft c\u00f3 gi\u00e1 tr\u1ecb.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Ph\u00e2n kh\u00fac \u0111\u1ed1i t\u01b0\u1ee3ng c\u1ee7a b\u1ea1n: <\/b><span style=\"font-weight: 400;\">Ph\u00e2n kh\u00fac c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n \u0111\u1ec3 \u0111i\u1ec1u ch\u1ec9nh nghi\u00ean c\u1ee9u c\u1ee7a b\u1ea1n cho ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c nh\u00f3m kh\u00e1ch h\u00e0ng c\u1ee5 th\u1ec3. C\u00e1c ph\u00e2n kh\u00fac kh\u00e1c nhau c\u00f3 th\u1ec3 c\u00f3 nh\u1eefng nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch ri\u00eang bi\u1ec7t v\u00e0 vi\u1ec7c hi\u1ec3u r\u00f5 nh\u1eefng kh\u00e1c bi\u1ec7t n\u00e0y l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>C\u1ee1 m\u1eabu v\u00e0 l\u1ef1a ch\u1ecdn: <\/b><span style=\"font-weight: 400;\">\u0110\u1ea3m b\u1ea3o r\u1eb1ng c\u1ee1 m\u1eabu c\u1ee7a b\u1ea1n c\u00f3 \u00fd ngh\u0129a th\u1ed1ng k\u00ea \u0111\u1ec3 r\u00fat ra k\u1ebft lu\u1eadn c\u00f3 \u00fd ngh\u0129a. Ch\u1ecdn ng\u1eabu nhi\u00ean ng\u01b0\u1eddi tham gia \u0111\u1ec3 tr\u00e1nh sai l\u1ec7ch trong d\u1eef li\u1ec7u c\u1ee7a b\u1ea1n.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Thi\u1ebft k\u1ebf c\u00e1c kh\u1ea3o s\u00e1t v\u00e0 c\u00e2u h\u1ecfi hi\u1ec7u qu\u1ea3: <\/b><span style=\"font-weight: 400;\">X\u00e2y d\u1ef1ng c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t v\u00e0 c\u00e2u h\u1ecfi ph\u1ecfng v\u1ea5n m\u1ed9t c\u00e1ch c\u1ea9n th\u1eadn. S\u1eed d\u1ee5ng ng\u00f4n ng\u1eef r\u00f5 r\u00e0ng v\u00e0 ng\u1eafn g\u1ecdn, tr\u00e1nh c\u00e1c c\u00e2u h\u1ecfi d\u1eabn d\u1eaft v\u00e0 k\u1ebft h\u1ee3p c\u00e1c c\u00e2u h\u1ecfi \u0111\u00f3ng ( <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-luong-la-gi\/\">\u0111\u1ecbnh l\u01b0\u1ee3ng<\/a> ) v\u00e0 m\u1edf ( <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-dinh-tinh-la-gi\/\">\u0111\u1ecbnh t\u00ednh<\/a> ).<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>N\u1eafm b\u1eaft to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng: <\/b><span style=\"font-weight: 400;\">Thu th\u1eadp ph\u1ea3n h\u1ed3i t\u1ea1i nhi\u1ec1u \u0111i\u1ec3m ti\u1ebfp x\u00fac trong su\u1ed1t h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb nh\u1eadn th\u1ee9c ban \u0111\u1ea7u \u0111\u1ebfn h\u1ed7 tr\u1ee3 sau mua h\u00e0ng. \u0110i\u1ec1u n\u00e0y cung c\u1ea5p m\u1ed9t c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>T\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch t\u00edch c\u1ef1c: <\/b><span style=\"font-weight: 400;\">T\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng trong qu\u00e1 <a href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-la-gi\/\">tr\u00ecnh nghi\u00ean c\u1ee9u<\/a> \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 v\u00e0 ni\u1ec1m tin. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn nh\u1eefng ph\u1ea3n h\u1ed3i th\u1eb3ng th\u1eafn v\u00e0 c\u00f3 gi\u00e1 tr\u1ecb h\u01a1n.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Tri\u1ec3n khai H\u1ec7 th\u1ed1ng ph\u1ea3n h\u1ed3i v\u00f2ng k\u00edn: <\/b><span style=\"font-weight: 400;\">Thi\u1ebft l\u1eadp m\u1ed9t h\u1ec7 th\u1ed1ng \u0111\u1ec3 k\u1ebft th\u00fac v\u00f2ng l\u1eb7p v\u1edbi kh\u00e1ch h\u00e0ng, ngh\u0129a l\u00e0 b\u1ea1n th\u1eeba nh\u1eadn ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd v\u00e0 truy\u1ec1n \u0111\u1ea1t nh\u1eefng h\u00e0nh \u0111\u1ed9ng b\u1ea1n \u0111ang th\u1ef1c hi\u1ec7n \u0111\u1ec3 gi\u1ea3i quy\u1ebft m\u1ed1i quan t\u00e2m c\u1ee7a h\u1ecd. \u0110i\u1ec1u n\u00e0y t\u1ea1o d\u1ef1ng ni\u1ec1m tin v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Ph\u00e2n t\u00edch d\u1eef li\u1ec7u k\u1ef9 l\u01b0\u1ee1ng: <\/b><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 v\u00e0 k\u1ef9 thu\u1eadt ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111\u1ec3 kh\u00e1m ph\u00e1 c\u00e1c m\u00f4 h\u00ecnh, xu h\u01b0\u1edbng v\u00e0 th\u00f4ng tin chi ti\u1ebft. H\u00e3y ch\u00fa \u00fd \u0111\u1ebfn c\u1ea3 s\u1ed1 li\u1ec7u \u0111\u1ecbnh l\u01b0\u1ee3ng v\u00e0 ph\u1ea3n h\u1ed3i \u0111\u1ecbnh t\u00ednh \u0111\u1ec3 c\u00f3 s\u1ef1 hi\u1ec3u bi\u1ebft to\u00e0n di\u1ec7n.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u01afu ti\u00ean v\u00e0 h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc: <\/b><span style=\"font-weight: 400;\">\u01afu ti\u00ean c\u00e1c v\u1ea5n \u0111\u1ec1 v\u00e0 c\u01a1 h\u1ed9i quan tr\u1ecdng nh\u1ea5t \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh th\u00f4ng qua nghi\u00ean c\u1ee9u VoC. T\u1ea1o c\u00e1c k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng v\u00e0 ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c l\u0129nh v\u1ef1c n\u00e0y m\u1ed9t c\u00e1ch k\u1ecbp th\u1eddi.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Chia s\u1ebb nh\u1eefng ph\u00e1t hi\u1ec7n tr\u00ean to\u00e0n t\u1ed5 ch\u1ee9c: <\/b><span style=\"font-weight: 400;\">\u0110\u1ea3m b\u1ea3o r\u1eb1ng nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc thu \u0111\u01b0\u1ee3c t\u1eeb nghi\u00ean c\u1ee9u VoC \u0111\u01b0\u1ee3c chia s\u1ebb v\u1edbi c\u00e1c nh\u00f3m v\u00e0 ph\u00f2ng ban c\u00f3 li\u00ean quan trong t\u1ed5 ch\u1ee9c c\u1ee7a b\u1ea1n. \u0110i\u1ec1u n\u00e0y th\u00fac \u0111\u1ea9y s\u1ef1 h\u1ee3p t\u00e1c v\u00e0 li\u00ean k\u1ebft gi\u1eefa c\u00e1c ch\u1ee9c n\u0103ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>L\u1eb7p l\u1ea1i v\u00e0 c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c: <\/b><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u VoC ph\u1ea3i l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh li\u00ean t\u1ee5c. Li\u00ean t\u1ee5c thu th\u1eadp ph\u1ea3n h\u1ed3i, c\u1ea3i ti\u1ebfn v\u00e0 theo d\u00f5i t\u00e1c \u0111\u1ed9ng c\u1ee7a nh\u1eefng thay \u0111\u1ed5i \u0111\u00f3. \u0110i\u1ec1u ch\u1ec9nh \u0111\u1ec3 thay \u0111\u1ed5i y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 thay \u0111\u1ed5i trong \u0111i\u1ec1u ki\u1ec7n th\u1ecb tr\u01b0\u1eddng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>B\u1ea3o v\u1ec7 quy\u1ec1n ri\u00eang t\u01b0 c\u1ee7a kh\u00e1ch h\u00e0ng: <\/b><span style=\"font-weight: 400;\">X\u1eed l\u00fd d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch c\u1ea9n th\u1eadn v\u00e0 tu\u00e2n th\u1ee7 c\u00e1c quy \u0111\u1ecbnh v\u1ec1 b\u1ea3o m\u1eadt d\u1eef li\u1ec7u c\u00f3 li\u00ean quan. \u1ea8n danh d\u1eef li\u1ec7u khi c\u1ea7n thi\u1ebft \u0111\u1ec3 b\u1ea3o v\u1ec7 danh t\u00ednh kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u0110\u00e0o t\u1ea1o v\u00e0 trao quy\u1ec1n cho nh\u00e2n vi\u00ean: <\/b><span style=\"font-weight: 400;\">\u0110\u00e0o t\u1ea1o nh\u00e2n vi\u00ean v\u1ec1 ph\u01b0\u01a1ng ph\u00e1p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m v\u00e0 trao quy\u1ec1n cho h\u1ecd h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean <a href=\"https:\/\/ideascale.com\/vi\/viblog\/phan-hoi-cua-khach-hang-la-gi\/\">ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> . Th\u00fac \u0111\u1ea9y v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m trong to\u00e0n b\u1ed9 t\u1ed5 ch\u1ee9c.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u0110i\u1ec3m chu\u1ea9n v\u00e0 so s\u00e1nh:<\/b> <span style=\"font-weight: 400;\">\u0110i\u1ec3m chu\u1ea9n hi\u1ec7u su\u1ea5t c\u1ee7a b\u1ea1n so v\u1edbi c\u00e1c ti\u00eau chu\u1ea9n ng\u00e0nh v\u00e0 \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 v\u1ecb tr\u00ed c\u1ee7a b\u1ea1n so v\u1edbi nh\u1eefng ng\u01b0\u1eddi kh\u00e1c trong th\u1ecb tr\u01b0\u1eddng c\u1ee7a b\u1ea1n.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>Lu\u00f4n linh ho\u1ea1t: <\/b><span style=\"font-weight: 400;\">H\u00e3y linh ho\u1ea1t v\u00e0 th\u00edch \u1ee9ng trong c\u00e1ch ti\u1ebfp c\u1eadn c\u1ee7a b\u1ea1n. S\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u1ed9ng l\u1ef1c th\u1ecb tr\u01b0\u1eddng c\u00f3 th\u1ec3 thay \u0111\u1ed5i nhanh ch\u00f3ng, v\u00ec v\u1eady h\u00e3y chu\u1ea9n b\u1ecb thay \u0111\u1ed5i chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a b\u1ea1n cho ph\u00f9 h\u1ee3p.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">B\u1eb1ng c\u00e1ch l\u00e0m theo nh\u1eefng ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t n\u00e0y, b\u1ea1n c\u00f3 th\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng nghi\u00ean c\u1ee9u Ph\u1ea3n h\u1ed3i c\u1ee7a Kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh c\u00f3 gi\u00e1 tr\u1ecb v\u00e0 li\u00ean t\u1ee5c, gi\u00fap b\u1ea1n \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 duy tr\u00ec t\u00ednh c\u1ea1nh tranh trong ng\u00e0nh c\u1ee7a m\u00ecnh.<\/span><\/p>\n<p><span data-sheets-value=\"\" data-sheets-userformat=\"\" data-sheets-textstyleruns=\"\uee10\" data-sheets-hyperlinkruns=\"\uee10\"><b>T\u00ecm hi\u1ec3u th\u00eam: <a class=\"in-cell-link\" href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-thi-truong-so-cap-la-gi\/\" rel=\"noopener\">Nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng s\u01a1 c\u1ea5p l\u00e0 g\u00ec?<\/a><\/b><\/span><\/p>\n<\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":72,"featured_media":82789,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4437],"tags":[],"contributor":[4618],"class_list":["post-82788","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-viblog","contributor-nick-jain-vi"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Nghi\u00ean c\u1ee9u Ti\u1ebfng n\u00f3i c\u1ee7a Kh\u00e1ch h\u00e0ng (VoC) l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, ph\u01b0\u01a1ng ph\u00e1p, ph\u01b0\u01a1ng ph\u00e1p th\u1ef1c h\u00e0nh t\u1ed1t nh\u1ea5t<\/title>\n<meta name=\"description\" content=\"Nghi\u00ean c\u1ee9u Ti\u1ebfng n\u00f3i c\u1ee7a Kh\u00e1ch h\u00e0ng (VoC) \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 m\u1ed9t quy tr\u00ecnh c\u00f3 h\u1ec7 th\u1ed1ng nh\u1eb1m thu th\u1eadp v\u00e0 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i, \u00fd ki\u1ebfn \u200b\u200bv\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 nhu c\u1ea7u, mong \u0111\u1ee3i v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng chung c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c th\u01b0\u01a1ng hi\u1ec7u. T\u00ecm hi\u1ec3u th\u00eam v\u1ec1 ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng (VoC) v\u00e0 c\u00e1ch th\u1ef1c h\u00e0nh t\u1ed1t nh\u1ea5t.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ideascale.com\/vi\/viblog\/nghien-cuu-tieng-noi-cua-khach-hang-la-gi\/\" \/>\n<meta property=\"og:locale\" content=\"vi_VN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Nghi\u00ean c\u1ee9u Ti\u1ebfng n\u00f3i c\u1ee7a Kh\u00e1ch h\u00e0ng (VoC) l\u00e0 g\u00ec? \u0110\u1ecbnh ngh\u0129a, ph\u01b0\u01a1ng ph\u00e1p, ph\u01b0\u01a1ng ph\u00e1p th\u1ef1c h\u00e0nh t\u1ed1t nh\u1ea5t\" \/>\n<meta property=\"og:description\" content=\"Nghi\u00ean c\u1ee9u Ti\u1ebfng n\u00f3i c\u1ee7a Kh\u00e1ch h\u00e0ng (VoC) \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 m\u1ed9t quy tr\u00ecnh c\u00f3 h\u1ec7 th\u1ed1ng nh\u1eb1m thu th\u1eadp v\u00e0 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i, \u00fd ki\u1ebfn \u200b\u200bv\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 nhu c\u1ea7u, mong \u0111\u1ee3i v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng chung c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c th\u01b0\u01a1ng hi\u1ec7u. 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