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Khach Hang VIP: Khong Chi La Doanh So, Ma La Tai San Chien Luoc
Trong the gioi kinh doanh, ai cung khao khat nhung con so doanh thu an tuong. Nhung neu nhin sau hon vao bang can doi ke toan, ban se thay co mot nhom khach hang nho be nhung lai dong gop phan lon vao loi nhuan: do chinh la Khach Hang VIP lo dep mb hom nay (Very Important Person). Ho khong chi don thuan la nguoi chi tieu nhieu; ho la nhung nguoi ung ho trung thanh, nguoi gioi thieu tiem nang va la thuoc do cho su thanh cong cua mo hinh kinh doanh cua ban.
Lam the nao de giu chan nhom khach hang "mo vang" nay? Viec doi xu voi ho khac biet la dieu bat buoc. Day khong phai la chuyen phan biet doi xu, ma la su cong nhan gia tri va dau tu vao moi quan he lau dai. Bai viet nay se chia se nhung bi kip thiet thuc de ban xay dung va duy tri chuong trinh cham soc khach hang VIP hieu qua, bien ho thanh nhung dai su thuong hieu khong cong.
Hieu Ro VIP: Ho Muon Gi Ngoai San Pham Tot?
Rat nhieu doanh nghiep mac sai lam khi nghi rang viec giam gia sau hoac tang qua ngau nhien la du de lam hai long khach hang VIP. Su that la, o cap do nay, nhu cau cua ho da vuot xa gia ca. Khach hang VIP tim kiem Trai Nghiem Dac Biet, Su Cong Nhan va Su Thuan Tien Tuyet Doi.
- Ca Nhan Hoa O Muc Do Cao Nhat (Hyper-Personalization)
Khach hang VIP ghet cam giac minh chi la mot dong trong co so du lieu. Ho muon ban biet ro lich su mua hang, so thich ca nhan, tham chi la ngay sinh nhat, ngay ky niem mua hang cua ho.
Du lieu la Vua: Dam bao he thong CRM cua ban hoat dong hieu qua. Ghi lai moi tuong tac.
Giao Tiep Chu Dong: Thay vi cho ho goi, hay chu dong lien he khi co san pham/dich vu moi phu hop voi ho so cua ho. Vi du: Neu ho thuong mua san pham A, hay thong bao ngay khi phien ban A+ ra mat, thay vi gui email quang cao chung chung.
- Uu Tien Tuyet Doi (Priority Access & Service)
Thoi gian cua khach hang VIP la vang. Bat ky su cham tre nao cung la mot vet xuoc lon trong trai nghiem cua ho.
Duong day nong rieng: Thiet lap mot kenh ho tro rieng, co nhan vien duoc dao tao dac biet va san sang phan hoi ngay lap tuc (tham chi 24/7 neu can).
Quyen truy cap som (Early Access): Cho phep ho xem hoac mua san pham moi truoc cong chung hang tuan hoac hang thang. Cam giac duoc "doc quyen" nay cuc ky manh me.
Quy trinh rut gon: Giam thieu cac buoc thu tuc hanh chinh, thanh toan nhanh, giao hang hoa toc mien phi.
Xay Dung Chuong Trinh Thuong VIP: Vuot Xa Diem Tich Luy
Chuong trinh khach hang than thiet (Loyalty Program) co ban thuong tap trung vao viec tich diem doi qua. Doi voi VIP, dieu nay chua du. Chuong trinh VIP cua ban can la mot he thong "Gia Tri Cam Nhan" cao hon nhieu.
- Nhung Quyen Loi Phi Vat Chat Gia Tri Cao
Hay can nhac nhung loi ich ma doi thu canh tranh kho long sao chep hoac khong nghi den:
Su Ket Noi Doc Quyen: Moi ho tham gia cac buoi gap mat rieng voi CEO, cac buoi workshop chuyen de chi danh cho VIP, hoac cac su kien ra mat san pham hoanh trang.
Dich Vu "Giai Quyet Van De" (Concierge Service): Cung cap mot nhan vien quan ly quan he khach hang (Account Manager) rieng, nguoi se lo lieu moi yeu cau phuc tap cua ho, tu dat cho, tu van chuyen sau den giai quyet su co.
Dong Gop Y Kien: Moi ho tham gia vao nhom co van san pham (Advisory Board). Khi khach hang cam thay y kien cua ho duoc lang nghe va thuc su dinh hinh san pham/dich vu tuong lai, long trung thanh cua ho se tang vot.
- Tao Ra Nhung Khoanh Khac "Wow" Bat Ngo
Su bat ngo la chia khoa de tao ra nhung ky niem dang nho. Dung chi cho den sinh nhat ho moi gui qua. Hay tao ra nhung khoanh khac "Wow" ngau nhien.
Qua Tang Lien Quan Den So Thich: Neu ban biet khach hang VIP A la nguoi yeu thich ca phe thu cong, hay gui tang ho mot bo dung cu pha ca phe cao cap vao mot ngay giua thang, kem theo loi nhan ngan gon: "Cam on vi da la mot phan cua chung toi."
Nang Cap Bat Ngo: Khi ho dat dich vu co ban, hay am tham nang cap len goi cao hon ma khong tinh them phi (vi du: tang voucher nang hang phong khach san, mien phi dich vu bao tri them mot nam).
Quan Ly Moi Quan He: Cham Soc Ca Nhan Hon Ca Kinh Doanh
Khach hang VIP duoc vi nhu nhung "Dai Bang" – ho bay cao va co tam nhin rong. Viec giu chan ho doi hoi su chan thanh va ben bi trong giao tiep.
- Lang Nghe Chu Dong va Xu Ly Kheo Leo Loi Phan Nan
Khach hang VIP co the it phan nan cong khai hon, nhung khi ho co van de, do thuong la van de lon.
Coi Loi Phan Nan La Co Hoi Vang: Mot su co duoc giai quyet xuat sac se tao ra long trung thanh lon hon ca viec khong co su co nao xay ra. Hay nhanh chong nhan trach nhiem, xin loi chan thanh, va de xuat giai phap vuot troi.
Hau Can Cham Soc: Sau khi su co duoc giai quyet, hay co mot cuoc goi theo doi tu cap quan ly cao hon de dam bao moi thu da on thoa. Dieu nay cho thay su quan tam sau sac cua cong ty.
- Su Cong Nhan Cong Khai (Nhung Tinh Te)
Tim cach vinh danh khach hang VIP cua ban mot cach phu hop voi van hoa cong ty va so thich cua ho.
Danh Sach Vinh Danh (Wall of Fame): Neu phu hop voi nganh nghe (vi du: B2B), hay co mot trang gioi thieu cac doi tac quan trong nhat.
Loi Cam On Tu Lanh Dao: Mot buc thu tay hoac email ca nhan tu CEO vao cuoi nam tai chinh la mot cu chi vo cung manh me.
Ket Luan: Dau Tu Vao VIP La Dau Tu Vao Tuong Lai Ben Vung
Cham soc khach hang VIP https://lodephomnay.com.co/ khong phai la mot khoan chi phi, ma la mot khoan dau tu chien luoc. Ty le giu chan khach hang (Retention Rate) cua nhom nay cang cao, chi phi thu hut khach hang moi (CAC) cua ban cang giam, va loi nhuan rong cang duoc cai thien. Hay nho, khach hang VIP khong chi mua san pham/dich vu; ho dang mua su an tam, su cong nhan va mot trai nghiem khong phai ai cung co duoc. Nang tam dich vu, ca nhan hoa sau sac, va ban se bien nhung "Dai Bang" nay thanh nen tang vung chac cho su phat trien cua doanh nghiep minh.
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