{"id":1100,"date":"2021-03-25T07:00:36","date_gmt":"2021-03-25T00:00:36","guid":{"rendered":"http:\/\/journey.hedima.vn\/?p=1100"},"modified":"2021-03-25T07:00:36","modified_gmt":"2021-03-25T00:00:36","slug":"customer-journey-la-gi","status":"publish","type":"post","link":"https:\/\/hedima.vn\/journey\/customer-journey-la-gi\/","title":{"rendered":"L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 t\u1ea1o ra m\u1ed9t customer journey ho\u00e0n h\u1ea3o?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 b\u1ea1n bi\u1ebft kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n th\u1ef1c s\u1ef1 mu\u1ed1n g\u00ec? \u0110i\u1ec1u g\u00ec s\u1ebd x\u1ea3y ra khi b\u1ea1n ngh\u0129 r\u1eb1ng b\u1ea1n \u0111ang cung c\u1ea5p s\u1ea3n ph\u1ea9m cho kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n nh\u01b0ng th\u1eadt ra h\u1ecd v\u1eabn mua s\u1eafm v\u1edbi \u0111\u1ed1i th\u1ee7?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Trong m\u00f4i tr\u01b0\u1eddng c\u1ea1nh tranh ng\u00e0y nay, vi\u1ec7c hi\u1ec3u \u0111\u01b0\u1ee3c \u0111i\u1ec3m kh\u00f3 c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 gi\u1ea3i quy\u1ebft ch\u00fang b\u1eb1ng c\u00e1ch t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) li\u1ec1n m\u1ea1ch c\u00f3 th\u1ec3 l\u00e0 m\u1ed9t ch\u1eb7ng \u0111\u01b0\u1eddng d\u00e0i \u0111\u1ec3 nu\u00f4i d\u01b0\u1ee1ng nh\u1eefng ng\u01b0\u1eddi \u1ee7ng h\u1ed9 th\u01b0\u01a1ng hi\u1ec7u v\u00e0 k\u00e9o d\u00e0i v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng c\u1ee7a c\u00f4ng ty b\u1ea1n. S\u1eb5n s\u00e0ng ch\u01b0a n\u00e0o? L\u1ea5y b\u00fat v\u00e0 gi\u1ea5y, nh\u1eafm m\u1eaft l\u1ea1i v\u00e0 \u0111i s\u00e2u v\u00e0o suy ngh\u0129 c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1ea1n \u0111ang tham gia m\u1ed9t cu\u1ed9c h\u00e0nh tr\u00ecnh. \u0110\u00f3 l\u00e0 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng (customer journey).<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_85 counter-hierarchy ez-toc-counter ez-toc-light-blue ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/hedima.vn\/journey\/customer-journey-la-gi\/#Customer_journey_la_nen_tang_de_tao_ra_customer_experience_tuyet_voi\" >Customer journey l\u00e0 n\u1ec1n t\u1ea3ng \u0111\u1ec3 t\u1ea1o ra customer experience tuy\u1ec7t v\u1eddi<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/hedima.vn\/journey\/customer-journey-la-gi\/#Loi_ich_cho_doanh_nghiep_tu_customer_journey\" >L\u1ee3i \u00edch cho doanh nghi\u1ec7p t\u1eeb customer journey<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/hedima.vn\/journey\/customer-journey-la-gi\/#Lap_ban_do_hanh_trinh_cua_khach_hang_customer_journey_map\" >L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng (customer journey map)\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/hedima.vn\/journey\/customer-journey-la-gi\/#Cach_tao_ra_customer_journey_map_%E2%80%9Cstep-by-step%E2%80%9D\" >C\u00e1ch t\u1ea1o ra customer journey map \u201cstep-by-step\u201d<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/hedima.vn\/journey\/customer-journey-la-gi\/#1_Dinh_hinh_tinh_cach_khach_hang\" >1. \u0110\u1ecbnh h\u00ecnh t\u00ednh c\u00e1ch kh\u00e1ch h\u00e0ng\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/hedima.vn\/journey\/customer-journey-la-gi\/#2_Hieu_muc_tieu_cua_khach_hang\" >2. Hi\u1ec3u m\u1ee5c ti\u00eau c\u1ee7a kh\u00e1ch h\u00e0ng\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/hedima.vn\/journey\/customer-journey-la-gi\/#3_Vach_ra_cac_diem_tiep_xuc_cua_nguoi_mua\" >3. V\u1ea1ch ra c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee7a ng\u01b0\u1eddi mua<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/hedima.vn\/journey\/customer-journey-la-gi\/#4_Xac_dinh_diem_dau_cua_khach_hang\" >4. X\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m \u0111au c\u1ee7a kh\u00e1ch h\u00e0ng<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/hedima.vn\/journey\/customer-journey-la-gi\/#5_Uu_tien_va_sua_cac_ky_thuat_%E2%80%9Crao_don%E2%80%9D\" >5. \u01afu ti\u00ean v\u00e0 s\u1eeda c\u00e1c k\u1ef9 thu\u1eadt &#8220;r\u00e0o \u0111\u00f3n&#8221;<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/hedima.vn\/journey\/customer-journey-la-gi\/#6_Cap_nhat_va_cai_tien\" >6. C\u1eadp nh\u1eadt v\u00e0 c\u1ea3i ti\u1ebfn<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/hedima.vn\/journey\/customer-journey-la-gi\/#Tam_ket\" >T\u1ea1m k\u1ebft<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Customer_journey_la_nen_tang_de_tao_ra_customer_experience_tuyet_voi\"><\/span><span style=\"color: #017ab7;\">Customer journey l\u00e0 n\u1ec1n t\u1ea3ng \u0111\u1ec3 t\u1ea1o ra customer experience tuy\u1ec7t v\u1eddi<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><b><i>Customer journey<\/i><\/b><span style=\"font-weight: 400;\">, hay h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, \u0111\u01b0\u1ee3c coi l\u00e0 m\u1ed9t l\u1ed9 tr\u00ecnh tr\u00ecnh b\u00e0y chi ti\u1ebft c\u00e1ch l\u00e0m th\u1ebf n\u00e0o kh\u00e1ch h\u00e0ng bi\u1ebft \u0111\u1ebfn th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n, t\u01b0\u01a1ng t\u00e1c c\u1ee7a h\u1ecd v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n v\u00e0 h\u01a1n th\u1ebf n\u1eefa. Thay v\u00ec ch\u1ec9 xem x\u00e9t m\u1ed9t giai \u0111o\u1ea1n c\u1ee7a giao d\u1ecbch ho\u1eb7c tr\u1ea3i nghi\u1ec7m, h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng ghi l\u1ea1i to\u00e0n b\u1ed9 tr\u1ea3i nghi\u1ec7m tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng. Vi\u1ec7c xem x\u00e9t customer journey gi\u00fap cho c\u00f4ng ty\/ doanh nghi\u1ec7p v\u00e0 c\u1ea3 c\u00e1c marketer c\u00f3 th\u1ec3 hi\u1ec3u \u0111\u01b0\u1ee3c to\u00e0n b\u1ed9 h\u00e0nh vi v\u00e0 c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng. B\u00ean c\u1ea1nh \u0111\u00f3, v\u1edbi nh\u1eefng thay \u0111\u1ed5i li\u00ean t\u1ee5c c\u1ee7a c\u00f4ng ngh\u1ec7 thay \u0111\u1ed5i c\u00e1ch th\u1ee9c mua s\u1eafm, vi\u1ec7c n\u1eafm r\u00f5 customer journey s\u1ebd \u0111\u01b0a ra nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c t\u00e1c \u0111\u1ed9ng ph\u00f9 h\u1ee3p v\u00e0 \u0111\u1ea9y nhanh qu\u00e1 tr\u00ecnh mua s\u1eafm, \u0111\u1ec3 l\u1ea1i \u1ea5n t\u01b0\u1ee3ng s\u00e2u s\u1eafc v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ng\u00e0y nay, v\u1edbi s\u1ef1 b\u00f9ng n\u1ed5 c\u1ee7a <a href=\"https:\/\/hedima.vn\/journey\/so-hoa-digitalization\/\">digital<\/a>, c\u00e1c c\u00f4ng ty s\u1eed d\u1ee5ng nhi\u1ec1u k\u00eanh h\u01a1n \u0111\u1ec3 m\u1edf r\u1ed9ng ph\u1ea1m vi giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd, nh\u01b0ng th\u01b0\u1eddng kh\u00f4ng k\u1ebft n\u1ed1i \u0111\u01b0\u1ee3c t\u1eebng ho\u1ea1t \u0111\u1ed9ng v\u1edbi Customer Journey. C\u00e1c chi\u1ebfn l\u01b0\u1ee3c sales v\u00e0 marketing tr\u1edf n\u00ean t\u00e1ch bi\u1ec7t v\u1edbi nhau, d\u1eabn \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (customer experience) b\u1ecb ng\u1eaft k\u1ebft n\u1ed1i. V\u00ec v\u1eady, vi\u1ec7c s\u1eed d\u1ee5ng customer journey gi\u00fap c\u00e1c marketer x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c touch point quan tr\u1ecdng nh\u1ea5t c\u1ee7a t\u1eebng nh\u00f3m \u0111\u1ed1i t\u01b0\u1ee3ng. T\u1eeb \u0111\u00f3, \u0111\u01b0a ra chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p, s\u1eed d\u1ee5ng ngu\u1ed3n ng\u00e2n s\u00e1ch hi\u1ec7u qu\u1ea3 nh\u1ea5t cho c\u00f4ng ty\/doanh nghi\u1ec7p. Tuy nhi\u00ean, b\u1ea1n c\u1ea7n ph\u00e2n bi\u1ec7t s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa customer journey v\u00e0 customer experience:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><em>Customer journey <\/em>l\u00e0 nh\u1eefng g\u00ec h\u1ecd l\u00e0m \u1edf m\u1ed7i giai \u0111o\u1ea1n c\u1ee7a v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><em>Customer experience<\/em> l\u00e0 c\u00e1ch h\u1ecd c\u1ea3m nh\u1eadn v\u1ec1 to\u00e0n b\u1ed9 v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">T\u00ecm ki\u1ebfm m\u1ed9t s\u1ea3n ph\u1ea9m m\u1edbi tr\u00ean Google, mua h\u00e0ng tr\u1ef1c tuy\u1ebfn v\u00e0 sau \u0111\u00f3 s\u1eed d\u1ee5ng v\u00e0o ng\u00e0y h\u00f4m sau l\u00e0 m\u1ed9t ph\u1ea7n trong customer journey. T\u00ecm th\u1ea5y trang web d\u1ec5 s\u1eed d\u1ee5ng, ng\u1ea1c nhi\u00ean v\u1edbi giao h\u00e0ng qua \u0111\u00eam v\u00e0 c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 cao v\u1edbi l\u1eddi c\u1ea3m \u01a1n vi\u1ebft tay t\u1eeb th\u01b0\u01a1ng hi\u1ec7u, l\u00e0 m\u1ed9t v\u00ed d\u1ee5 v\u1ec1 customer experience. M\u1ed9t nghi\u00ean c\u1ee9u \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng 86% kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng chi ti\u00eau nhi\u1ec1u h\u01a1n cho c\u00e1c s\u1ea3n ph\u1ea9m \u0111\u1ec3 c\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi. <\/span><span style=\"font-weight: 400;\">Theo Salesforce, 80% c\u00e1c chuy\u00ean vi\u00ean marketing c\u1ea5p cao \u0111\u1ec1u \u0111\u1ed3ng \u00fd r\u1eb1ng m\u1ed9t customer journey g\u1eafn k\u1ebft l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ec3 doanh nghi\u1ec7p th\u00e0nh c\u00f4ng.\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-1103 aligncenter\" src=\"http:\/\/journey.hedima.vn\/wp-content\/uploads\/2021\/03\/6048785540eb0-600x400.jpg\" alt=\"Customer Journey\" width=\"600\" height=\"400\" \/><\/p>\n<p><span style=\"font-weight: 400;\">McKinsey \u0111\u00e3 ch\u1ee9ng minh t\u1ea7m quan tr\u1ecdng c\u1ee7a customer journey &#8211; do h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng &#8211; \u0111\u1ed1i v\u1edbi c\u00e1c m\u1ee5c ti\u00eau cao nh\u1ea5t c\u1ee7a t\u1ed5 ch\u1ee9c l\u00e0 doanh thu v\u00e0 l\u1ee3i nhu\u1eadn. Nghi\u00ean c\u1ee9u g\u1ea7n \u0111\u00e2y nh\u1ea5t c\u1ee7a h\u1ecd trong ng\u00e0nh d\u01b0\u1ee3c ph\u1ea9m, cho bi\u1ebft:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">&#8220;S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 quan tr\u1ecdng \u0111\u1ed1i v\u1edbi d\u01b0\u1ee3c ph\u1ea9m, ngay c\u1ea3 v\u1edbi nh\u1eefng lo\u1ea1i thu\u1ed1c tuy\u1ec7t v\u1eddi. M\u1ed9t nghi\u00ean c\u1ee9u \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n gi\u1eefa 600 nh\u00e0 mi\u1ec5n d\u1ecbch h\u1ecdc \u1edf ch\u00e2u \u00c2u v\u00e0 Hoa K\u1ef3 ch\u1ec9 ra r\u1eb1ng khi b\u00e1c s\u0129 ho\u00e0n to\u00e0n h\u00e0i l\u00f2ng v\u1edbi h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi m\u1ed9t lo\u1ea1i thu\u1ed1c c\u1ee5 th\u1ec3 v\u00e0 s\u1ef1 \u0111\u00f3ng g\u00f3p c\u1ee7a c\u00f4ng ty d\u01b0\u1ee3c ph\u1ea9m v\u00e0o n\u00f3, h\u1ecd s\u1ebd mua nhi\u1ec1u h\u01a1n <\/span><b>g\u1ea5p \u0111\u00f4i<\/b><span style=\"font-weight: 400;\"> so v\u1edbi nh\u1eefng b\u00e1c s\u0129 kh\u00f4ng h\u00e0i l\u00f2ng. B\u1eb1ng c\u00e1ch quan t\u00e2m nhi\u1ec1u h\u01a1n \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, c\u00e1c c\u00f4ng ty kh\u00f4ng ch\u1ec9 c\u00f3 th\u1ec3 t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng m\u00e0 c\u00f2n th\u00fac \u0111\u1ea9y doanh s\u1ed1 b\u00e1n h\u00e0ng v\u00e0 th\u1ecb ph\u1ea7n&#8221;.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Loi_ich_cho_doanh_nghiep_tu_customer_journey\"><\/span><span style=\"color: #017ab7;\">L\u1ee3i \u00edch cho doanh nghi\u1ec7p t\u1eeb customer journey<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">T\u01b0\u1edfng t\u01b0\u1ee3ng b\u1ea1n c\u00f3 th\u1ec3 d\u1ef1 \u0111o\u00e1n b\u01b0\u1edbc ti\u1ebfp theo c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau v\u00e0 \u0111i\u1ec1u \u0111\u00f3 l\u00e0 \u201csuper power\u201d c\u1ee7a customer journey. M\u1ed9t nghi\u00ean c\u1ee9u \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng, \u0111\u00e2y l\u00e0 l\u00fd do ch\u00ednh x\u00e1c t\u1ea1i sao 69% doanh nghi\u1ec7p li\u1ec7t k\u00ea customer journey nh\u01b0 l\u00e0 m\u1ed9t \u01b0u ti\u00ean \u0111\u1ea7u t\u01b0 h\u00e0ng \u0111\u1ea7u trong n\u0103m nay. Nh\u1eefng marketer th\u1eadm ch\u00ed c\u00f2n \u0111i nh\u1eefng b\u01b0\u1edbc xa h\u01a1n &#8211; h\u1ecd n\u00f3i r\u1eb1ng customer journey l\u00e0 m\u1ed9t trong \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u cho 2 n\u0103m ti\u1ebfp theo. <\/span><span style=\"font-weight: 400;\">M\u1ed9t b\u00e0i b\u00e1o nghi\u00ean c\u1ee9u c\u1ee7a T\u1eadp \u0111o\u00e0n Aberdeen cho th\u1ea5y c\u00e1c c\u00f4ng ty chu\u1ea9n b\u1ecb m\u1ed9t ch\u01b0\u01a1ng tr\u00ecnh Customer Journey ho\u00e0n ch\u1ec9nh s\u1ebd c\u00f3 m\u1ee9c t\u0103ng tr\u01b0\u1edfng h\u00e0ng n\u0103m \u0111\u00e1ng ng\u1ea1c nhi\u00ean, bao g\u1ed3m:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Chu k\u1ef3 b\u00e1n h\u00e0ng nhanh h\u01a1n <em><strong>18 l\u1ea7n<\/strong><\/em><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Doanh thu b\u00e1n k\u00e8m v\u00e0 b\u00e1n th\u00eam cao h\u01a1n <em><strong>56%<\/strong><\/em><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">C\u1ea3i thi\u1ec7n 10 l\u1ea7n chi ph\u00ed d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Doanh thu l\u1edbn h\u01a1n g\u1ea5p <em><strong>5 l\u1ea7n<\/strong><\/em> t\u1eeb c\u00e1c l\u01b0\u1ee3t gi\u1edbi thi\u1ec7u t\u1eeb kh\u00e1ch h\u00e0ng<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">L\u1ee3i t\u1ee9c \u0111\u1ea7u t\u01b0 marketing (ROMI) l\u1edbn h\u01a1n <em><strong>54%<\/strong><\/em><\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">L\u1ee3i \u00edch kinh doanh c\u1ee7a vi\u1ec7c t\u1ed1i \u01b0u h\u00f3a customer journey l\u00e0 v\u00f4 c\u00f9ng r\u00f5 r\u00e0ng. M\u1ed9t nghi\u00ean c\u1ee9u t\u01b0\u01a1ng t\u1ef1 c\u1ee7a T\u1eadp \u0111o\u00e0n Aberdeen cho th\u1ea5y ch\u1ec9 36% c\u00f4ng ty v\u1ea1ch ra Customer Journey, bi\u1ebfn \u0111\u00e2y tr\u1edf th\u00e0nh c\u01a1 h\u1ed9i to l\u1edbn \u0111\u1ec3 t\u1ea1o l\u1ee3i th\u1ebf c\u1ea1nh tranh cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. <\/span><span style=\"font-weight: 400;\">\u0110i\u1ec1u quan tr\u1ecdng nh\u1ea5t c\u1ea7n l\u01b0u \u00fd l\u00e0 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng th\u1ec3 \u0111\u01b0\u1ee3c v\u1ebd ra t\u1eeb quan \u0111i\u1ec3m c\u1ee7a ri\u00eang b\u1ea1n &#8211; n\u00f3 ph\u1ea3i \u0111\u01b0\u1ee3c v\u1ebd ra t\u1eeb quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. \u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 b\u1ea1n \u0111\u1eb7t m\u00ecnh v\u00e0o v\u1ecb tr\u00ed c\u1ee7a h\u1ecd v\u00e0 suy ngh\u0129 nh\u01b0 m\u1ed9t kh\u00e1ch h\u00e0ng. \u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y, b\u1ea1n c\u1ea7n \u201cn\u00f3i chuy\u1ec7n\u201d v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh v\u00e0 thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Lap_ban_do_hanh_trinh_cua_khach_hang_customer_journey_map\"><\/span><span style=\"color: #017ab7;\">L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng (customer journey map)<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><b><i>Customer journey map <\/i><\/b><span style=\"font-weight: 400;\">&#8211; B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng &#8211; l\u00e0 m\u1ed9t b\u1ea3n tr\u00ecnh b\u00e0y tr\u1ef1c quan v\u1ec1 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng (c\u00f2n \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 h\u00e0nh tr\u00ecnh c\u1ee7a ng\u01b0\u1eddi mua ho\u1eb7c h\u00e0nh tr\u00ecnh c\u1ee7a ng\u01b0\u1eddi d\u00f9ng). N\u00f3 gi\u00fap b\u1ea1n k\u1ec3 c\u00e2u chuy\u1ec7n v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac cho d\u00f9 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n t\u01b0\u01a1ng t\u00e1c v\u1edbi b\u1ea1n qua m\u1ea1ng x\u00e3 h\u1ed9i, email hay b\u1ea5t k\u1ef3 c\u00e1c k\u00eanh n\u00e0o. Qu\u00e1 tr\u00ecnh n\u00e0y c\u0169ng gi\u00fap c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o doanh nghi\u1ec7p B2B hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 nh\u1eefng \u0111i\u1ec3m kh\u00f3 kh\u0103n chung c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 s\u1ebd cho ph\u00e9p h\u1ecd t\u1ed1i \u01b0u h\u00f3a t\u1ed1t h\u01a1n v\u00e0 c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1104 size-medium\" src=\"http:\/\/journey.hedima.vn\/wp-content\/uploads\/2021\/03\/6048779f44844-600x300.jpg\" alt=\"customer Journey map\" width=\"600\" height=\"300\" \/><\/p>\n<p><span style=\"font-weight: 400;\">V\u00e0o cu\u1ed1i nh\u1eefng n\u0103m 90 v\u00e0 \u0111\u1ea7u nh\u1eefng n\u0103m 2000, s\u1ef1 hi\u1ec3u bi\u1ebft c\u1ee7a c\u00e1c nh\u00e0 ti\u1ebfp th\u1ecb k\u1ef9 thu\u1eadt s\u1ed1 v\u1ec1 qu\u00e1 tr\u00ecnh mua h\u00e0ng c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng ch\u1ee7 y\u1ebfu d\u1ef1a tr\u00ean k\u00eanh kh\u00e1ch h\u00e0ng tuy\u1ebfn t\u00ednh, truy\u1ec1n th\u1ed1ng &#8211; \u0111\u00e3 l\u1ed7i th\u1eddi. Ng\u00e0y nay, c\u00e1c marketer hi\u1ec3u r\u1eb1ng \u0111\u01b0\u1eddng d\u1eabn \u0111\u1ebfn mua h\u00e0ng kh\u00f4ng tuy\u1ebfn t\u00ednh nh\u01b0 m\u00f4 h\u00ecnh ph\u1ec5u m\u00e0 ch\u00fang ta tin t\u01b0\u1edfng. Ng\u01b0\u1eddi mua v\u00e0 tr\u00ecnh duy\u1ec7t (browser) c\u00f3 nhi\u1ec1u c\u00e1ch \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00e1c doanh nghi\u1ec7p h\u01a1n bao gi\u1edd h\u1ebft v\u00e0 tr\u1ecdng t\u00e2m \u0111\u00e3 chuy\u1ec3n t\u1eeb vi\u1ec7c thu h\u00fat m\u1ecdi ng\u01b0\u1eddi v\u00e0o k\u00eanh c\u1ee7a b\u1ea1n sang mang l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1eb7c bi\u1ec7t. Kh\u00e1ch h\u00e0ng mu\u1ed1n tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i v\u00e0 li\u1ec1n m\u1ea1ch. H\u1ecd mong \u0111\u1ee3i c\u00e1c c\u00f4ng ty bi\u1ebft v\u00e0 nh\u1edb h\u1ecd l\u00e0 ai v\u00e0 h\u1ecd \u0111ang t\u00ecm ki\u1ebfm \u0111i\u1ec1u g\u00ec (th\u1eadm ch\u00ed tr\u00ean nhi\u1ec1u \u0111i\u1ec3m ti\u1ebfp x\u00fac), \u0111\u1ec3 h\u1ecd c\u00f3 th\u1ec3 ti\u1ebfp t\u1ee5c n\u01a1i h\u1ecd \u0111\u00e3 d\u1eebng l\u1ea1i m\u00e0 kh\u00f4ng c\u1ea7n ph\u1ea3i l\u1eb7p l\u1ea1i ho\u1eb7c l\u00e0m r\u00f5 nhu c\u1ea7u c\u1ee7a h\u1ecd.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ph\u1ea7n l\u1edbn c\u00e1c c\u00f4ng ty d\u01b0\u1ee3c ph\u1ea9m s\u1ebd l\u1ea5y kh\u00e1ch h\u00e0ng v\u00e0 b\u1ec7nh nh\u00e2n l\u00e0 trung t\u00e2m v\u00e0 h\u1ecd \u0111\u1ec1u c\u00f3 customer journey map cho b\u1ec7nh nh\u00e2n v\u00e0 b\u00e1c s\u0129 c\u1ee7a h\u1ecd. Tuy nhi\u00ean, n\u00f3 c\u00f3 gi\u00e1 tr\u1ecb \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd? Kh\u00f4ng c\u00f3 kh\u1ea3 n\u0103ng! M\u1ed7i kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau c\u1ee7a b\u1ea1n (c\u00f3 th\u1ec3 l\u00e0 ng\u01b0\u1eddi tr\u1ea3 ti\u1ec1n, b\u00e1c s\u0129 ho\u1eb7c b\u1ec7nh nh\u00e2n) s\u1ebd \u0111\u1ebfn v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n theo m\u1ed9t chu\u1ed7i c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac kh\u00e1c nhau v\u00e0 tr\u00ecnh t\u1ef1 n\u00e0y s\u1ebd kh\u00e1c nhau t\u00f9y t\u1eebng ng\u01b0\u1eddi.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Cach_tao_ra_customer_journey_map_%E2%80%9Cstep-by-step%E2%80%9D\"><\/span><span style=\"color: #017ab7;\">C\u00e1ch t\u1ea1o ra customer journey map \u201cstep-by-step\u201d<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Kh\u00f4ng c\u00f3 m\u1ed9t \u201ctemplate\u201d ch\u00ednh th\u1ee9c n\u00e0o m\u00e0 b\u1ea1n n\u00ean s\u1eed d\u1ee5ng. \u0110\u01a1n gi\u1ea3n v\u00ec m\u1ed7i kh\u00e1ch h\u00e0ng \u0111\u1ec1u c\u00f3 m\u1ed9t customer journey kh\u00e1c nhau! T\u00f9y thu\u1ed9c v\u00e0o doanh nghi\u1ec7p, s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 m\u00e0 c\u00e1ch t\u1ea1o ra customer journey map ri\u00eang bi\u1ec7t. \u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 b\u1ea1n c\u00f3 r\u1ea5t nhi\u1ec1u quy\u1ec1n t\u1ef1 do \u0111\u1ec3 kh\u00e1m ph\u00e1 v\u00e0 s\u00e1ng t\u1ea1o &#8211; v\u00ec v\u1eady h\u00e3y x\u00e2y d\u1ef1ng\u00a0 customer journey map c\u01a1 b\u1ea3n c\u1ee7a b\u1ea1n b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng c\u00e1c b\u01b0\u1edbc sau, sau \u0111\u00f3 ti\u1ebfp t\u1ee5c v\u00e0 ch\u1ec9nh s\u1eeda n\u00f3 theo t\u1ea5t c\u1ea3 nh\u1eefng g\u00ec b\u1ea1n mu\u1ed1n.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"1_Dinh_hinh_tinh_cach_khach_hang\"><\/span><span style=\"color: #017ab7;\">1. \u0110\u1ecbnh h\u00ecnh t\u00ednh c\u00e1ch kh\u00e1ch h\u00e0ng\u00a0<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">B\u01b0\u1edbc \u0111\u1ea7u ti\u00ean trong vi\u1ec7c t\u1ea1o customer journey map l\u00e0 hi\u1ec3u kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n l\u00e0 ai. Trong khi l\u00e0m \u0111i\u1ec1u n\u00e0y, h\u00e3y nh\u1edb r\u1eb1ng, ch\u1ec9 c\u00f3 m\u1ed9t c\u00e1 nh\u00e2n ng\u01b0\u1eddi mua l\u00e0 kh\u00f4ng \u0111\u1ee7. M\u1ecdi ng\u01b0\u1eddi \u1edf c\u00e1c giai \u0111o\u1ea1n mua h\u00e0ng kh\u00e1c nhau s\u1ebd c\u01b0 x\u1eed kh\u00e1c nhau v\u00e0 c\u00e1ch t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u0169ng kh\u00e1c nhau, v\u00ec v\u1eady c\u1ea7n ph\u00e2n bi\u1ec7t gi\u1eefa ng\u01b0\u1eddi \u0111\u00e3 nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng trong v\u00e0i th\u00e1ng v\u00e0 s\u1eb5n s\u00e0ng mua h\u00e0ng v\u00e0 ng\u01b0\u1eddi ch\u1ec9 m\u1edbi b\u1eaft \u0111\u1ea7u suy ngh\u0129 v\u1ec1 vi\u1ec7c gi\u1ea3i quy\u1ebft\/ nhu c\u1ea7u c\u1ee5 th\u1ec3.\u00a0<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_Hieu_muc_tieu_cua_khach_hang\"><\/span><span style=\"color: #017ab7;\">2. Hi\u1ec3u m\u1ee5c ti\u00eau c\u1ee7a kh\u00e1ch h\u00e0ng\u00a0<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Khi b\u1ea1n \u0111\u00e3 x\u00e2y d\u1ef1ng \u0111\u01b0\u1ee3c \u0111\u1eb7c \u0111i\u1ec3m kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh, b\u01b0\u1edbc ti\u1ebfp theo l\u00e0 \u0111\u00e0o s\u00e2u v\u00e0 hi\u1ec3u nh\u1eefng g\u00ec m\u1ed7i ng\u01b0\u1eddi trong s\u1ed1 h\u1ecd hy v\u1ecdng \u0111\u1ea1t \u0111\u01b0\u1ee3c khi h\u1ecd tr\u1ea3i qua customer journey map. H\u00e3y suy ngh\u0129 v\u1ec1 m\u1ee5c ti\u00eau cu\u1ed1i c\u00f9ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n trong m\u1ed7i giai \u0111o\u1ea1n (nh\u1eefng m\u1ee5c ti\u00eau n\u00e0y c\u00f3 th\u1ec3 thay \u0111\u1ed5i khi qu\u00e1 tr\u00ecnh di\u1ec5n ra). M\u1ed9t c\u00e1ch tuy\u1ec7t v\u1eddi \u0111\u1ec3 th\u1ef1c hi\u1ec7n \u0111i\u1ec1u n\u00e0y l\u00e0 tr\u01b0\u1edbc ti\u00ean x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111\u01b0\u1eddng link m\u00e0 kh\u00e1ch h\u00e0ng truy c\u1eadp c\u00f3 th\u1ec3 \u0111i tr\u00ean trang web c\u1ee7a b\u1ea1n. N\u1ebfu kh\u00e1ch h\u00e0ng truy c\u1eadp c\u1ee7a b\u1ea1n l\u00e0 th\u00e0nh vi\u00ean t\u1eeb tr\u01b0\u1edbc, \u0111i\u1ec1u \u0111\u1ea7u ti\u00ean h\u1ecd c\u00f3 th\u1ec3 l\u00e0m l\u00e0 \u0111\u0103ng nh\u1eadp. C\u00e1c ho\u1ea1t \u0111\u1ed9ng kh\u00e1c bao g\u1ed3m duy\u1ec7t, t\u00ecm ki\u1ebfm s\u1ea3n ph\u1ea9m, so s\u00e1nh s\u1ea3n ph\u1ea9m v\u00e0 h\u01a1n th\u1ebf n\u1eefa &#8211; khi b\u1ea1n \u0111\u00e3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c danh s\u00e1ch \u0111\u1ea7y \u0111\u1ee7 c\u00e1c ho\u1ea1t \u0111\u1ed9ng n\u00e0y, b\u1ea1n s\u1ebd c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac (touch-point) c\u1ee7a m\u00ecnh v\u00e0 c\u00e1c m\u1ee5c ti\u00eau \u0111\u01b0\u1ee3c li\u00ean k\u1ebft v\u1edbi m\u1ed7i \u0111i\u1ec3m ti\u1ebfp x\u00fac.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">B\u01b0\u1edbc ti\u1ebfp theo l\u00e0 x\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau cho t\u1eebng giai \u0111o\u1ea1n kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch r\u00f5 r\u00e0ng tr\u00ean customer journey map c\u1ee7a b\u1ea1n. B\u1eb1ng c\u00e1ch l\u00e0m n\u00e0y, b\u1ea1n s\u1ebd c\u00f3 th\u1ec3 ki\u1ec3m tra xem b\u1ea1n \u0111\u1ea1t \u0111\u01b0\u1ee3c nh\u1eefng m\u1ee5c ti\u00eau \u0111\u00f3 t\u1ed1t nh\u01b0 th\u1ebf n\u00e0o v\u00e0 tr\u1ea3 l\u1eddi c\u00e1c c\u00e2u h\u1ecfi c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00e1c c\u00e1ch kh\u00e1c nhau \u0111\u1ec3 hi\u1ec3u m\u1ee5c ti\u00eau c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Kh\u1ea3o s\u00e1t\/ ph\u1ecfng v\u1ea5n c\u00e1c nh\u00f3m kh\u00e1ch h\u00e0ng kh\u00e1c nhau<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Nh\u1eadn ph\u1ea3n h\u1ed3i th\u1eed nghi\u1ec7m c\u1ee7a ng\u01b0\u1eddi d\u00f9ng<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Nghi\u00ean c\u1ee9u email\/ b\u1ea3ng \u0111i\u1ec3m h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">X\u00e1c \u0111\u1ecbnh c\u00e2u h\u1ecfi c\u1ee7a kh\u00e1ch h\u00e0ng trong t\u1eebng giai \u0111o\u1ea1n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">S\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch kh\u00e1ch h\u00e0ng \u0111\u1ec3 thu th\u1eadp th\u00f4ng tin<\/span><\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"3_Vach_ra_cac_diem_tiep_xuc_cua_nguoi_mua\"><\/span><span style=\"color: #017ab7;\">3. V\u1ea1ch ra c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee7a ng\u01b0\u1eddi mua<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u201c\u0110i\u1ec3m ti\u1ebfp x\u00fac\u201d \u0111\u1ec1 c\u1eadp \u0111\u1ebfn b\u1ea5t k\u1ef3 th\u1eddi \u0111i\u1ec3m n\u00e0o kh\u00e1ch h\u00e0ng ti\u1ebfp x\u00fac v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n \u1edf tr\u01b0\u1edbc, trong ho\u1eb7c sau khi h\u1ecd mua s\u1ea3n ph\u1ea9m t\u1eeb b\u1ea1n. \u0110i\u1ec1u n\u00e0y c\u0169ng bao g\u1ed3m nh\u1eefng h\u00ecnh th\u1ee9c offline\/ online, marketing, \u0111i\u1ec7n tho\u1ea1i\u2026 M\u1ed9t s\u1ed1 \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u00f3 th\u1ec3 c\u00f3 nhi\u1ec1u t\u00e1c \u0111\u1ed9ng h\u01a1n nh\u1eefng \u0111i\u1ec3m kh\u00e1c. V\u00ed d\u1ee5, tr\u1ea3i nghi\u1ec7m nh\u1eadn ph\u00f2ng t\u1ed3i t\u1ec7 t\u1ea1i m\u1ed9t kh\u00e1ch s\u1ea1n c\u00f3 th\u1ec3 l\u00e0m h\u1ecfng to\u00e0n b\u1ed9 th\u1eddi gian b\u1ea1n \u0111i du l\u1ecbch. V\u00e0 b\u1ea1n s\u1ebd mu\u1ed1n t\u00ednh \u0111\u1ebfn t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac ti\u1ec1m n\u0103ng x\u1ea3y ra gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 t\u1ed5 ch\u1ee9c c\u1ee7a b\u1ea1n. B\u1eb1ng c\u00e1ch \u0111\u00f3, b\u1ea1n s\u1ebd kh\u00f4ng b\u1ecf l\u1ee1 b\u1ea5t k\u1ef3 c\u01a1 h\u1ed9i n\u00e0o \u0111\u1ec3 l\u1eafng nghe kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh v\u00e0 th\u1ef1c hi\u1ec7n c\u00e1c c\u1ea3i ti\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-1105 aligncenter\" src=\"http:\/\/journey.hedima.vn\/wp-content\/uploads\/2021\/03\/60487a86aeb97-600x397.jpg\" alt=\"Customer Journey\" width=\"600\" height=\"397\" \/><\/p>\n<p><b>C\u00e1ch x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m ti\u1ebfp x\u00fac<\/b><\/p>\n<p><span style=\"font-weight: 400;\">B\u1edfi v\u00ec c\u00f3 r\u1ea5t nhi\u1ec1u c\u00e1ch kh\u00e1c nhau \u0111\u1ec3 kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n, \u00fd t\u01b0\u1edfng v\u1ec1 vi\u1ec7c t\u00ecm ra t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac ti\u1ec1m n\u0103ng tho\u1ea1t \u0111\u1ea7u c\u00f3 v\u1ebb kh\u00f3 kh\u0103n v\u00e0 kh\u00f4ng t\u01b0\u1edfng. Tuy nhi\u00ean, b\u1ea1n c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n nhi\u1ec7m v\u1ee5 n\u00e0y d\u1ec5 d\u00e0ng h\u01a1n b\u1eb1ng c\u00e1ch \u0111\u1eb7t m\u00ecnh v\u00e0o v\u1ecb tr\u00ed c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u1eebng b\u01b0\u1edbc th\u1ef1c hi\u1ec7n customer journey. <\/span><span style=\"font-weight: 400;\">H\u00e3y t\u1ef1 h\u1ecfi b\u1ea3n th\u00e2n nh\u1eefng \u0111i\u1ec1u sau:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u201cT\u00f4i \u0111i \u0111\u00e2u (v\u00e0 l\u00e0m c\u00e1ch n\u00e0o \u0111\u1ec3 \u0111\u1ebfn \u0111\u00f3) khi\u2026\u201d<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">T\u00f4i c\u00f3 [v\u1ea5n \u0111\u1ec1 m\u00e0 s\u1ea3n ph\u1ea9m\/ c\u00f4ng ty c\u1ee7a b\u1ea1n gi\u1ea3i quy\u1ebft]?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">T\u00f4i ph\u00e1t hi\u1ec7n ra s\u1ea3n ph\u1ea9m ho\u1eb7c doanh nghi\u1ec7p gi\u1ea3i quy\u1ebft \u0111\u01b0\u1ee3c v\u1ea5n \u0111\u1ec1 c\u1ee7a t\u00f4i?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">T\u00f4i c\u00f3 n\u00ean \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">T\u00f4i s\u1ebd quay l\u1ea1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u \u0111\u00f3 sau khi mua h\u00e0ng ch\u1ee9?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u0110i\u1ec1u n\u00e0y s\u1ebd ti\u1ebft l\u1ed9 t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac kh\u00e1 r\u00f5 r\u00e0ng. M\u1ed9t c\u00e1ch kh\u00e1c \u0111\u1ec3 ho\u00e0n th\u00e0nh nhi\u1ec7m v\u1ee5 n\u00e0y l\u00e0 h\u1ecfi tr\u1ef1c ti\u1ebfp kh\u00e1ch h\u00e0ng v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n &#8211; ho\u1eb7c \u0111\u01b0a c\u00e1c c\u00e2u h\u1ecfi tr\u00ean v\u00e0o m\u1ed9t cu\u1ed9c kh\u1ea3o s\u00e1t.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u1eb9o b\u1ed5 sung: S\u1eed d\u1ee5ng <a href=\"https:\/\/hedima.vn\/journey\/6-cong-cu-phan-tich-website-than-thanh-danh-cho-marketer\/\">Google Analytics<\/a>. N\u1ebfu b\u1ea1n \u0111\u00e3 thi\u1ebft l\u1eadp Google Analytics cho trang web c\u1ee7a m\u00ecnh, c\u00f3 hai b\u00e1o c\u00e1o m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 th\u1ea5y h\u1eefu \u00edch:<\/span><\/p>\n<p><b style=\"color: #333333; font-size: 14.4px;\"><i>B\u00e1o c\u00e1o lu\u1ed3ng h\u00e0nh vi<\/i><\/b><\/p>\n<p><span style=\"font-weight: 400;\">B\u00e1o c\u00e1o n\u00e0y hi\u1ec3n th\u1ecb c\u00e1ch kh\u00e1ch h\u00e0ng l\u01b0\u1edbt qua trang web c\u1ee7a b\u1ea1n trong m\u1ed7i l\u1ea7n t\u01b0\u01a1ng t\u00e1c. \u0110i\u1ec1u n\u00e0y th\u1eadt tuy\u1ec7t khi gi\u00fap b\u1ea1n hi\u1ec3u c\u00e1ch kh\u00e1ch h\u00e0ng h\u00e0nh x\u1eed, h\u1ecd \u0111i theo con \u0111\u01b0\u1eddng n\u00e0o khi \u0111i\u1ec1u h\u01b0\u1edbng trang web c\u1ee7a b\u1ea1n v\u00e0 h\u1ecd \u0111\u1ebfn t\u1eeb c\u00e1c ngu\u1ed3n, ph\u01b0\u01a1ng ti\u1ec7n, chi\u1ebfn d\u1ecbch ho\u1eb7c v\u1ecb tr\u00ed \u0111\u1ecba l\u00fd c\u1ee5 th\u1ec3 n\u00e0o. Ngo\u00e0i ra, n\u00f3 c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n x\u00e1c \u0111\u1ecbnh b\u1ea5t k\u1ef3 s\u1ef1 kh\u00f3 kh\u0103n n\u00e0o tr\u00ean trang web c\u1ee7a b\u1ea1n m\u00e0 ng\u01b0\u1eddi d\u00f9ng c\u00f3 th\u1ec3 \u0111ang g\u1eb7p kh\u00f3 kh\u0103n.<\/span><\/p>\n<p><b style=\"color: #333333; font-size: 14.4px;\"><i>B\u00e1o c\u00e1o lu\u1ed3ng m\u1ee5c ti\u00eau<\/i><\/b><\/p>\n<p><span style=\"font-weight: 400;\">B\u00e1o c\u00e1o lu\u1ed3ng m\u1ee5c ti\u00eau hi\u1ec3n th\u1ecb \u0111\u01b0\u1eddng link m\u00e0 kh\u00e1ch truy c\u1eadp c\u1ee7a b\u1ea1n \u0111i theo \u0111\u1ec3 ho\u00e0n th\u00e0nh chuy\u1ec3n \u0111\u1ed5i m\u1ee5c ti\u00eau. N\u00f3 gi\u00fap ti\u1ebft l\u1ed9 c\u00e1ch l\u01b0u l\u01b0\u1ee3ng truy c\u1eadp \u0111i\u1ec1u h\u01b0\u1edbng qua k\u00eanh c\u1ee7a b\u1ea1n.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"4_Xac_dinh_diem_dau_cua_khach_hang\"><\/span><span style=\"color: #017ab7;\">4. X\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m \u0111au c\u1ee7a kh\u00e1ch h\u00e0ng<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">T\u1ea1i th\u1eddi \u0111i\u1ec3m n\u00e0y, \u0111\u00e3 \u0111\u1ebfn l\u00fac t\u1eadp h\u1ee3p t\u1ea5t c\u1ea3 d\u1eef li\u1ec7u c\u1ee7a b\u1ea1n (c\u1ea3 \u0111\u1ecbnh l\u01b0\u1ee3ng v\u00e0 \u0111\u1ecbnh t\u00ednh) v\u00e0 xem x\u00e9t b\u1ee9c tranh to\u00e0n c\u1ea3nh \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c r\u00e0o c\u1ea3n ti\u1ec1m n\u0103ng ho\u1eb7c \u0111i\u1ec3m kh\u00f3 kh\u0103n trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1ea1n c\u0169ng c\u00f3 th\u1ec3 mu\u1ed1n ghi l\u1ea1i nh\u1eefng l\u0129nh v\u1ef1c m\u00e0 b\u1ea1n hi\u1ec7n \u0111ang l\u00e0m \u0111\u00fang v\u00e0 t\u00ecm ra c\u00e1ch \u0111\u1ec3 c\u1ea3i thi\u1ec7n. \u0110\u1ec3 l\u00e0m \u0111i\u1ec1u n\u00e0y, h\u00e3y t\u1ef1 \u0111\u1eb7t c\u00e2u h\u1ecfi v\u00e0 ph\u1ecfng v\u1ea5n kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e2n vi\u00ean tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi ti\u1ec1m n\u0103ng cho customer journey c\u00f3 th\u1ec3 bao g\u1ed3m:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Kh\u00e1ch h\u00e0ng c\u1ee7a t\u00f4i c\u00f3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau khi tr\u00ean trang web c\u1ee7a t\u00f4i kh\u00f4ng?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0110i\u1ec3m l\u1ed7i nh\u1ea5t c\u1ee7a t\u00f4i l\u00e0 \u1edf \u0111\u00e2u?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">M\u1ecdi ng\u01b0\u1eddi t\u1eeb b\u1ecf mua h\u00e0ng \u1edf \u0111\u00e2u (v\u00e0 t\u1ea1i sao)?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Khi b\u1ea1n \u0111\u00e3 bi\u1ebft \u0111\u00e2u l\u00e0 r\u00e0o c\u1ea3n v\u00e0 \u0111i\u1ec3m kh\u00f3 kh\u0103n, h\u00e3y \u0111\u00e1nh d\u1ea5u ch\u00fang tr\u00ean b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"5_Uu_tien_va_sua_cac_ky_thuat_%E2%80%9Crao_don%E2%80%9D\"><\/span><span style=\"color: #017ab7;\">5. \u01afu ti\u00ean v\u00e0 s\u1eeda c\u00e1c k\u1ef9 thu\u1eadt &#8220;r\u00e0o \u0111\u00f3n&#8221;<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">N\u1ebfu nh\u00ecn t\u1eeb g\u00f3c \u0111\u1ed9 vi m\u00f4, \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi b\u1ea1n c\u00f3 th\u1ec3 t\u1ef1 h\u1ecfi m\u00ecnh: \u0110i\u1ec1u g\u00ec c\u1ea7n ph\u1ea3i s\u1eeda ch\u1eefa ho\u1eb7c x\u00e2y d\u1ef1ng? C\u00f3 c\u1ea7n ph\u1ea3i chia nh\u1ecf m\u1ecdi th\u1ee9 v\u00e0 b\u1eaft \u0111\u1ea7u l\u1ea1i t\u1eeb \u0111\u1ea7u kh\u00f4ng? Hay m\u1ed9t v\u00e0i thay \u0111\u1ed5i \u0111\u01a1n gi\u1ea3n l\u00e0 t\u1ea5t c\u1ea3 nh\u1eefng g\u00ec c\u1ea7n thi\u1ebft \u0111\u1ec3 t\u1ea1o ra t\u00e1c \u0111\u1ed9ng l\u1edbn?<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><em>V\u00ed d\u1ee5:<\/em> n\u1ebfu kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean ph\u00e0n n\u00e0n v\u1ec1 vi\u1ec7c qu\u00e1 tr\u00ecnh \u0111\u0103ng k\u00fd c\u1ee7a b\u1ea1n ph\u1ee9c t\u1ea1p nh\u01b0 th\u1ebf n\u00e0o, th\u00ec c\u00f3 l\u1ebd \u0111\u00e3 \u0111\u1ebfn l\u00fac ph\u1ea3i s\u1eeda l\u1ea1i quy tr\u00ecnh n\u00e0y v\u00e0 gi\u00fap m\u1ecdi th\u1ee9 d\u1ec5 d\u00e0ng h\u01a1n.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sau khi b\u1ea1n \u0111\u00e3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c nh\u1eefng r\u00e0o c\u1ea3n n\u00e0y, h\u00e3y l\u00f9i l\u1ea1i m\u1ed9t b\u01b0\u1edbc v\u00e0 nh\u00ecn v\u00e0o b\u1ee9c tranh to\u00e0n c\u1ea3nh t\u1eeb g\u00f3c \u0111\u1ed9 v\u0129 m\u00f4. Nh\u1eadn ra r\u1eb1ng m\u1ee5c ti\u00eau cu\u1ed1i c\u00f9ng kh\u00f4ng ph\u1ea3i l\u00e0 t\u1ed1i \u01b0u h\u00f3a t\u1eebng b\u01b0\u1edbc ho\u1eb7c \u0111i\u1ec3m ti\u1ebfp x\u00fac ch\u1ec9 v\u00ec m\u1ee5c \u0111\u00edch t\u1ed1i \u01b0u h\u00f3a n\u00f3, m\u00e0 \u0111\u1ec3 b\u1ea1n c\u00f3 th\u1ec3 \u0111\u1ea9y kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh xu\u1ed1ng k\u00eanh v\u00e0 \u0111\u01b0a h\u1ecd \u0111\u1ebfn g\u1ea7n h\u01a1n v\u1edbi chuy\u1ec3n \u0111\u1ed5i m\u1ed9t b\u01b0\u1edbc. V\u00e0o cu\u1ed1i ng\u00e0y, b\u1ea1n mu\u1ed1n nh\u1eadn \u0111\u01b0\u1ee3c nhi\u1ec1u chuy\u1ec3n \u0111\u1ed5i h\u01a1n. V\u00ec v\u1eady, t\u1ea5t c\u1ea3 m\u1ecdi th\u1ee9 b\u1ea1n \u0111i\u1ec1u ch\u1ec9nh \u1edf m\u1ed7i \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec1u ph\u1ea3i \u0111\u00f3ng g\u00f3p v\u00e0o m\u1ed9t m\u1ee5c ti\u00eau \u0111\u00f3. <\/span><span style=\"font-weight: 400;\">\u0110\u0103c bi\u1ec7t, m\u1ed9t trong nh\u1eefng ch\u00eca kh\u00f3a v\u1ebd n\u00ean Customer Journey Map th\u00e0nh c\u00f4ng l\u00e0 x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c <a href=\"http:\/\/journey.hedima.vn\/content-marketing-trong-nganh-duoc\/\">content marketing<\/a> v\u00e0 chi\u1ebfn l\u01b0\u1ee3c <a href=\"https:\/\/hedima.vn\/journey\/inbound-marketing-vs-outbound-marketing\/\">inbound marketing<\/a> th\u1eadt h\u1ea5p d\u1eabn, n\u00f3 s\u1ebd thu h\u00fat kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n t\u01b0\u01a1ng t\u00e1c v\u1edbi b\u1ea1n v\u00e0 t\u00ecm hi\u1ec3u th\u00eam v\u1ec1 s\u1ea3n ph\u1ea9m v\u00e0 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"6_Cap_nhat_va_cai_tien\"><\/span><span style=\"color: #017ab7;\">6. C\u1eadp nh\u1eadt v\u00e0 c\u1ea3i ti\u1ebfn<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Customer Journey Map c\u1ee7a b\u1ea1n kh\u00f4ng \u0111\u01b0\u1ee3c \u0111\u1ec3 b\u00e1m b\u1ee5i tr\u00ean gi\u00e1 sau khi ho\u00e0n th\u00e0nh. B\u1edfi v\u00ec kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n lu\u00f4n thay \u0111\u1ed5i v\u00e0 ph\u00e1t tri\u1ec3n, Customer Journey Map c\u1ee7a b\u1ea1n c\u0169ng ph\u1ea3i nh\u01b0 v\u1eady. H\u00e3y coi \u0111\u00f3 l\u00e0 m\u1ed9t t\u00e0i li\u1ec7u \u0111\u1ec3 ti\u1ebfp t\u1ee5c tr\u01b0\u1edfng th\u00e0nh v\u00e0 ph\u00e1t tri\u1ec3n.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">N\u1ebfu c\u00f3 th\u1ec3, h\u00e3y ki\u1ec3m tra, c\u1eadp nh\u1eadt v\u00e0 c\u1ea3i ti\u1ebfn Customer Journey Map c\u1ee9 sau 6 th\u00e1ng ho\u1eb7c m\u1ed9t kho\u1ea3ng th\u1eddi gian n\u00e0o \u0111\u00f3 ph\u00f9 h\u1ee3p v\u1edbi \u0111i\u1ec1u ki\u1ec7n c\u00f4ng ty. doanh nghi\u1ec7p c\u1ee7a b\u1ea1n.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Tam_ket\"><\/span><span style=\"color: #017ab7;\">T\u1ea1m k\u1ebft<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-size: 14.4px;\">Nh\u01b0ng khi c\u00f4ng ngh\u1ec7 v\u00e0 c\u00e1ch th\u1ee9c mua s\u1eafm c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng thay \u0111\u1ed5i, b\u1ea1n \u0111\u1eebng bao gi\u1edd \u0111\u1ec3 \u00fd r\u1eb1ng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ea1o n\u00ean ho\u1eb7c ph\u00e1 v\u1ee1 s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a c\u00f4ng ty b\u1ea1n. <\/span><span style=\"font-weight: 400;\">Hi\u1ec3u \u0111\u01b0\u1ee3c lo\u1ea1i tr\u1ea3i nghi\u1ec7m m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 khi truy c\u1eadp website c\u1ee7a b\u1ea1n l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ed1i v\u1edbi s\u1ef1 ph\u00e1t tri\u1ec3n l\u00e2u d\u00e0i c\u1ee7a b\u1ea1n v\u00e0 l\u00e0 m\u1ed9t th\u00e0nh ph\u1ea7n thi\u1ebft y\u1ebfu \u0111\u1ec3 v\u1ea1ch ra Customer Journey. Khi b\u1ea1n c\u00f3 th\u1ec3 h\u00ecnh dung c\u00e1ch kh\u00e1ch truy c\u1eadp t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n v\u00e0 x\u00e1c \u0111\u1ecbnh l\u00fd do t\u1ea1i sao h\u1ecd \u1edf l\u1ea1i ho\u1eb7c r\u1eddi \u0111i, b\u1ea1n c\u00f3 th\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n cho kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i v\u00e0 t\u01b0\u01a1ng lai.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cKh\u00f4ng customer experience n\u00ean \u0111\u01b0\u1ee3c. M\u1ecdi th\u1ee9 c\u1ea7n \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf. \u0110\u00f3 l\u00e0 l\u00fd do t\u1ea1i sao s\u1edf h\u1eefu m\u1ed9t Customer Journey l\u00e0 quan tr\u1ecdng trong giao ti\u1ebfp th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n\u201d &#8211; Craig Barker, Koobr.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><div class=\"bg-margin-for-link\"><input type='hidden' bg_collapse_expand='6a3c29f39f3eb1049105359' value='6a3c29f39f3eb1049105359'><input type='hidden' id='bg-show-more-text-6a3c29f39f3eb1049105359' value='T\u00e0i li\u1ec7u tham kh\u1ea3o'><input type='hidden' id='bg-show-less-text-6a3c29f39f3eb1049105359' value='Show Less'><a id='bg-showmore-action-6a3c29f39f3eb1049105359' class='bg-showmore-plg-link bg-arrow '  style=\" color:#017ab7;;\" href='#'>T\u00e0i li\u1ec7u tham kh\u1ea3o<\/a><div id='bg-showmore-hidden-6a3c29f39f3eb1049105359' ><\/span><\/p>\n<ol>\n<li>\n<p class=\"articleInfo-title-text\"><a href=\"https:\/\/www.salesforce.com\/uk\/blog\/2016\/03\/customer-journey-mapping-explained.html\" target=\"_blank\" rel=\"noopener\">What is Customer Journey Mapping &amp; Why is it Important? &#8211; Salesforce<\/a><\/p>\n<\/li>\n<li>\n<p class=\"articleInfo-title-text\"><a href=\"https:\/\/www.orientation.agency\/insights\/micro-moments-and-the-pharma-customer-journey\" target=\"_blank\" rel=\"noopener\">Micro-moments and the pharma customer journey &#8211; Orentation marketing<\/a><\/p>\n<\/li>\n<li>\n<p class=\"articleInfo-title-text\"><a href=\"https:\/\/www.superoffice.com\/blog\/customer-journey\/\" target=\"_blank\" rel=\"noopener\">Customer journey: How a holistic strategy drives profitable business growth &#8211; SuperOffice<\/a><\/p>\n<\/li>\n<\/ol>\n<p class=\"articleInfo-title-text\"><span style=\"color: #555555\"><\/div><\/div><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 b\u1ea1n bi\u1ebft kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n th\u1ef1c s\u1ef1 mu\u1ed1n g\u00ec? \u0110i\u1ec1u g\u00ec s\u1ebd x\u1ea3y ra khi b\u1ea1n ngh\u0129 r\u1eb1ng b\u1ea1n \u0111ang cung c\u1ea5p s\u1ea3n ph\u1ea9m cho kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n nh\u01b0ng th\u1eadt ra h\u1ecd v\u1eabn mua s\u1eafm v\u1edbi \u0111\u1ed1i th\u1ee7? Trong m\u00f4i tr\u01b0\u1eddng c\u1ea1nh tranh ng\u00e0y nay, vi\u1ec7c hi\u1ec3u \u0111\u01b0\u1ee3c \u0111i\u1ec3m [&#8230;]\n","protected":false},"author":13,"featured_media":2139,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9],"tags":[34],"class_list":["post-1100","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-pharma-marketing","tag-chien-luoc-marketing"],"acf":[],"_links":{"self":[{"href":"https:\/\/hedima.vn\/journey\/wp-json\/wp\/v2\/posts\/1100","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/hedima.vn\/journey\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/hedima.vn\/journey\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/hedima.vn\/journey\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/hedima.vn\/journey\/wp-json\/wp\/v2\/comments?post=1100"}],"version-history":[{"count":0,"href":"https:\/\/hedima.vn\/journey\/wp-json\/wp\/v2\/posts\/1100\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/hedima.vn\/journey\/wp-json\/wp\/v2\/media\/2139"}],"wp:attachment":[{"href":"https:\/\/hedima.vn\/journey\/wp-json\/wp\/v2\/media?parent=1100"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/hedima.vn\/journey\/wp-json\/wp\/v2\/categories?post=1100"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/hedima.vn\/journey\/wp-json\/wp\/v2\/tags?post=1100"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}