{"id":3079,"date":"2026-10-12T08:00:00","date_gmt":"2026-10-12T01:00:00","guid":{"rendered":"https:\/\/dykhoa.com\/blog\/?post_type=thuat_ngu&p=3078"},"modified":"2026-10-14T13:26:44","modified_gmt":"2026-10-14T06:26:44","slug":"hanh-trinh-khach-hang-customer-journey","status":"publish","type":"thuat_ngu","link":"https:\/\/dykhoa.com\/blog\/thuat-ngu\/hanh-trinh-khach-hang-customer-journey\/","title":{"rendered":"H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey map) l\u00e0 g\u00ec?"},"content":{"rendered":"

H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey)<\/strong> l\u00e0 qu\u00e1 tr\u00ecnh kh\u00e1ch h\u00e0ng tr\u1ea3i qua, qua m\u1ecdi giai \u0111o\u1ea1n v\u00e0 \u0111i\u1ec3m ch\u1ea1m, t\u1ea1o n\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Lemon v\u00e0 Verhoef (2016) chia h\u00e0nh tr\u00ecnh th\u00e0nh ba giai \u0111o\u1ea1n: tr\u01b0\u1edbc khi mua, khi mua v\u00e0 sau khi mua. Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u1edf \u0111\u00e2y g\u1ed3m ph\u1ea3n \u1ee9ng nh\u1eadn th\u1ee9c, c\u1ea3m x\u00fac, h\u00e0nh vi, gi\u00e1c quan v\u00e0 x\u00e3 h\u1ed9i c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p su\u1ed1t h\u00e0nh tr\u00ecnh mua (Lemon & Verhoef, 2016).<\/p>\n

B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng d\u00f9ng \u0111\u1ec3 l\u00e0m g\u00ec?<\/h2>\n

Ph\u00e2n t\u00edch h\u00e0nh tr\u00ecnh nh\u1eb1m m\u00f4 t\u1ea3 h\u00e0nh tr\u00ecnh v\u00e0 hi\u1ec3u c\u00e1c l\u1ef1a ch\u1ecdn \u0111i\u1ec3m ch\u1ea1m c\u1ee7a kh\u00e1ch h\u00e0ng \u1edf nhi\u1ec1u giai \u0111o\u1ea1n mua. Doanh nghi\u1ec7p c\u1ea7n x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m ch\u1ea1m c\u1ee5 th\u1ec3 tr\u00ean h\u00e0nh tr\u00ecnh, r\u1ed3i xem c\u00f3 c\u00e1ch n\u00e0o lo\u1ea1i b\u1ecf ma s\u00e1t hay \u0111i\u1ec3m kh\u00f3 ch\u1ecbu (pain points). Lemon v\u00e0 Verhoef (2016) nh\u1ea5n m\u1ea1nh h\u00e0nh tr\u00ecnh ph\u1ea3i \u0111\u01b0\u1ee3c v\u1ebd t\u1eeb g\u00f3c nh\u00ecn kh\u00e1ch h\u00e0ng v\u00e0 c\u1ea7n \u00fd ki\u1ebfn c\u1ee7a ch\u00ednh kh\u00e1ch h\u00e0ng; c\u00e1c c\u00f4ng c\u1ee5 n\u1ed9i b\u1ed9 nh\u01b0 s\u01a1 \u0111\u1ed3 d\u1ecbch v\u1ee5 (service blueprint) th\u01b0\u1eddng ch\u01b0a \u0111\u1ee7 h\u01b0\u1edbng v\u1ec1 kh\u00e1ch h\u00e0ng. Xem th\u00eam b\u00e0i tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng tr\u00ean website m\u1edbi<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey) l\u00e0 g\u00ec? Ba giai \u0111o\u1ea1n tr\u01b0\u1edbc, trong, sau mua v\u00e0 c\u00e1ch l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh t\u1eeb g\u00f3c nh\u00ecn kh\u00e1ch h\u00e0ng.<\/p>\n","protected":false},"author":1,"featured_media":0,"template":"","nhom_thuat_ngu":[477],"class_list":["post-3079","thuat_ngu","type-thuat_ngu","status-publish","hentry","nhom_thuat_ngu-marcom-imc"],"yoast_head":"\nH\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey map) l\u00e0 g\u00ec? - Dy Khoa Blog<\/title>\n<meta name=\"description\" content=\"H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey) l\u00e0 g\u00ec? Ba giai \u0111o\u1ea1n tr\u01b0\u1edbc, trong, sau mua v\u00e0 c\u00e1ch l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh t\u1eeb g\u00f3c nh\u00ecn kh\u00e1ch h\u00e0ng.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/dykhoa.com\/blog\/thuat-ngu\/hanh-trinh-khach-hang-customer-journey\/\" \/>\n<meta property=\"og:locale\" content=\"vi_VN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey map) l\u00e0 g\u00ec? - Dy Khoa Blog\" \/>\n<meta property=\"og:description\" content=\"H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey) l\u00e0 g\u00ec? Ba giai \u0111o\u1ea1n tr\u01b0\u1edbc, trong, sau mua v\u00e0 c\u00e1ch l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh t\u1eeb g\u00f3c nh\u00ecn kh\u00e1ch h\u00e0ng.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/dykhoa.com\/blog\/thuat-ngu\/hanh-trinh-khach-hang-customer-journey\/\" \/>\n<meta property=\"og:site_name\" content=\"Dy Khoa Blog\" \/>\n<meta property=\"article:modified_time\" content=\"2026-10-14T06:26:44+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/dykhoa.com\\\/blog\\\/thuat-ngu\\\/hanh-trinh-khach-hang-customer-journey\\\/\",\"url\":\"https:\\\/\\\/dykhoa.com\\\/blog\\\/thuat-ngu\\\/hanh-trinh-khach-hang-customer-journey\\\/\",\"name\":\"H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey map) l\u00e0 g\u00ec? - Dy Khoa Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/dykhoa.com\\\/blog\\\/#website\"},\"datePublished\":\"2026-10-12T01:00:00+00:00\",\"dateModified\":\"2026-10-14T06:26:44+00:00\",\"description\":\"H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey) l\u00e0 g\u00ec? Ba giai \u0111o\u1ea1n tr\u01b0\u1edbc, trong, sau mua v\u00e0 c\u00e1ch l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh t\u1eeb g\u00f3c nh\u00ecn kh\u00e1ch h\u00e0ng.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/dykhoa.com\\\/blog\\\/thuat-ngu\\\/hanh-trinh-khach-hang-customer-journey\\\/#breadcrumb\"},\"inLanguage\":\"vi\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/dykhoa.com\\\/blog\\\/thuat-ngu\\\/hanh-trinh-khach-hang-customer-journey\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/dykhoa.com\\\/blog\\\/thuat-ngu\\\/hanh-trinh-khach-hang-customer-journey\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/dykhoa.com\\\/blog\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Thu\u1eadt ng\u1eef\",\"item\":\"https:\\\/\\\/dykhoa.com\\\/blog\\\/thuat-ngu\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey map) l\u00e0 g\u00ec?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/dykhoa.com\\\/blog\\\/#website\",\"url\":\"https:\\\/\\\/dykhoa.com\\\/blog\\\/\",\"name\":\"Dy Khoa Blog\",\"description\":\"Blog c\u1ee7a Dy Khoa v\u1ec1 truy\u1ec1n th\u00f4ng khoa h\u1ecdc, truy\u1ec1n th\u00f4ng s\u1ee9c kho\u1ebb v\u00e0 th\u1ef1c h\u00e0nh marcom.\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/dykhoa.com\\\/blog\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"vi\",\"alternateName\":\"Blog c\u1ee7a Dy Khoa\",\"publisher\":{\"@id\":\"https:\\\/\\\/dykhoa.com\\\/#person\"}},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/dykhoa.com\\\/#person\",\"name\":\"Dy Khoa\",\"alternateName\":[\"Nguy\u1ec5n Ho\u00e0ng Anh Khoa\",\"Nguyen Hoang Anh Khoa\"],\"url\":\"https:\\\/\\\/dykhoa.com\\\/\",\"description\":\"Dy Khoa (Nguy\u1ec5n Ho\u00e0ng Anh Khoa), th\u1ea1c s\u0129 Truy\u1ec1n th\u00f4ng khoa h\u1ecdc v\u00e0 Thu h\u00fat c\u00f4ng ch\u00fang, gi\u1ea3ng vi\u00ean \u0111\u1ea1i h\u1ecdc, chuy\u00ean gia truy\u1ec1n th\u00f4ng.\",\"jobTitle\":[\"Gi\u1ea3ng vi\u00ean\",\"Chuy\u00ean gia Truy\u1ec1n th\u00f4ng\"],\"alumniOf\":{\"@type\":\"CollegeOrUniversity\",\"name\":\"Universiti Malaya\"},\"knowsAbout\":[\"Truy\u1ec1n th\u00f4ng khoa h\u1ecdc\",\"Truy\u1ec1n th\u00f4ng s\u1ee9c kho\u1ebb\",\"Truy\u1ec1n th\u00f4ng marketing t\u00edch h\u1ee3p (IMC)\",\"Quan h\u1ec7 c\u00f4ng ch\u00fang\",\"Truy\u1ec1n th\u00f4ng kh\u1ee7ng ho\u1ea3ng\"],\"sameAs\":[\"https:\\\/\\\/www.linkedin.com\\\/in\\\/dykhoa\\\/\",\"https:\\\/\\\/www.instagram.com\\\/dykhoa\\\/\",\"https:\\\/\\\/facebook.com\\\/zykhoa\\\/\",\"https:\\\/\\\/www.researchgate.net\\\/profile\\\/Hoang-Anh-Khoa-Nguyen\",\"https:\\\/\\\/dykhoa.com\\\/blog\\\/dy-khoa-la-ai\\\/\"]}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey map) l\u00e0 g\u00ec? - Dy Khoa Blog","description":"H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey) l\u00e0 g\u00ec? Ba giai \u0111o\u1ea1n tr\u01b0\u1edbc, trong, sau mua v\u00e0 c\u00e1ch l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh t\u1eeb g\u00f3c nh\u00ecn kh\u00e1ch h\u00e0ng.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/dykhoa.com\/blog\/thuat-ngu\/hanh-trinh-khach-hang-customer-journey\/","og_locale":"vi_VN","og_type":"article","og_title":"H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey map) l\u00e0 g\u00ec? - Dy Khoa Blog","og_description":"H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey) l\u00e0 g\u00ec? Ba giai \u0111o\u1ea1n tr\u01b0\u1edbc, trong, sau mua v\u00e0 c\u00e1ch l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh t\u1eeb g\u00f3c nh\u00ecn kh\u00e1ch h\u00e0ng.","og_url":"https:\/\/dykhoa.com\/blog\/thuat-ngu\/hanh-trinh-khach-hang-customer-journey\/","og_site_name":"Dy Khoa Blog","article_modified_time":"2026-10-14T06:26:44+00:00","twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/dykhoa.com\/blog\/thuat-ngu\/hanh-trinh-khach-hang-customer-journey\/","url":"https:\/\/dykhoa.com\/blog\/thuat-ngu\/hanh-trinh-khach-hang-customer-journey\/","name":"H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey map) l\u00e0 g\u00ec? - Dy Khoa Blog","isPartOf":{"@id":"https:\/\/dykhoa.com\/blog\/#website"},"datePublished":"2026-10-12T01:00:00+00:00","dateModified":"2026-10-14T06:26:44+00:00","description":"H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey) l\u00e0 g\u00ec? Ba giai \u0111o\u1ea1n tr\u01b0\u1edbc, trong, sau mua v\u00e0 c\u00e1ch l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh t\u1eeb g\u00f3c nh\u00ecn kh\u00e1ch h\u00e0ng.","breadcrumb":{"@id":"https:\/\/dykhoa.com\/blog\/thuat-ngu\/hanh-trinh-khach-hang-customer-journey\/#breadcrumb"},"inLanguage":"vi","potentialAction":[{"@type":"ReadAction","target":["https:\/\/dykhoa.com\/blog\/thuat-ngu\/hanh-trinh-khach-hang-customer-journey\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/dykhoa.com\/blog\/thuat-ngu\/hanh-trinh-khach-hang-customer-journey\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/dykhoa.com\/blog\/"},{"@type":"ListItem","position":2,"name":"Thu\u1eadt ng\u1eef","item":"https:\/\/dykhoa.com\/blog\/thuat-ngu\/"},{"@type":"ListItem","position":3,"name":"H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey map) l\u00e0 g\u00ec?"}]},{"@type":"WebSite","@id":"https:\/\/dykhoa.com\/blog\/#website","url":"https:\/\/dykhoa.com\/blog\/","name":"Dy Khoa Blog","description":"Blog c\u1ee7a Dy Khoa v\u1ec1 truy\u1ec1n th\u00f4ng khoa h\u1ecdc, truy\u1ec1n th\u00f4ng s\u1ee9c kho\u1ebb v\u00e0 th\u1ef1c h\u00e0nh marcom.","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/dykhoa.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"vi","alternateName":"Blog c\u1ee7a Dy Khoa","publisher":{"@id":"https:\/\/dykhoa.com\/#person"}},{"@type":"Person","@id":"https:\/\/dykhoa.com\/#person","name":"Dy Khoa","alternateName":["Nguy\u1ec5n Ho\u00e0ng Anh Khoa","Nguyen Hoang Anh Khoa"],"url":"https:\/\/dykhoa.com\/","description":"Dy Khoa (Nguy\u1ec5n Ho\u00e0ng Anh Khoa), th\u1ea1c s\u0129 Truy\u1ec1n th\u00f4ng khoa h\u1ecdc v\u00e0 Thu h\u00fat c\u00f4ng ch\u00fang, gi\u1ea3ng vi\u00ean \u0111\u1ea1i h\u1ecdc, chuy\u00ean gia truy\u1ec1n th\u00f4ng.","jobTitle":["Gi\u1ea3ng vi\u00ean","Chuy\u00ean gia Truy\u1ec1n th\u00f4ng"],"alumniOf":{"@type":"CollegeOrUniversity","name":"Universiti Malaya"},"knowsAbout":["Truy\u1ec1n th\u00f4ng khoa h\u1ecdc","Truy\u1ec1n th\u00f4ng s\u1ee9c kho\u1ebb","Truy\u1ec1n th\u00f4ng marketing t\u00edch h\u1ee3p (IMC)","Quan h\u1ec7 c\u00f4ng ch\u00fang","Truy\u1ec1n th\u00f4ng kh\u1ee7ng ho\u1ea3ng"],"sameAs":["https:\/\/www.linkedin.com\/in\/dykhoa\/","https:\/\/www.instagram.com\/dykhoa\/","https:\/\/facebook.com\/zykhoa\/","https:\/\/www.researchgate.net\/profile\/Hoang-Anh-Khoa-Nguyen","https:\/\/dykhoa.com\/blog\/dy-khoa-la-ai\/"]}]}},"_links":{"self":[{"href":"https:\/\/dykhoa.com\/blog\/wp-json\/wp\/v2\/thuat_ngu\/3079","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dykhoa.com\/blog\/wp-json\/wp\/v2\/thuat_ngu"}],"about":[{"href":"https:\/\/dykhoa.com\/blog\/wp-json\/wp\/v2\/types\/thuat_ngu"}],"author":[{"embeddable":true,"href":"https:\/\/dykhoa.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":1,"href":"https:\/\/dykhoa.com\/blog\/wp-json\/wp\/v2\/thuat_ngu\/3079\/revisions"}],"predecessor-version":[{"id":6990,"href":"https:\/\/dykhoa.com\/blog\/wp-json\/wp\/v2\/thuat_ngu\/3079\/revisions\/6990"}],"wp:attachment":[{"href":"https:\/\/dykhoa.com\/blog\/wp-json\/wp\/v2\/media?parent=3079"}],"wp:term":[{"taxonomy":"nhom_thuat_ngu","embeddable":true,"href":"https:\/\/dykhoa.com\/blog\/wp-json\/wp\/v2\/nhom_thuat_ngu?post=3079"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}