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Get Started Free →Xay he thong giu chan khach hang cho SME VN — phan nhanh theo mo hinh kinh doanh truoc (mua 1 lan / goi lieu trinh / the thanh vien / thue bao), bang tin hieu sap mat khach viet lai bang du lieu SME thuc su co, moc can thiep truoc khi mat, khao sat ly do roi kem bang ly do sang uu dai, chuoi keo lai chay email va Zalo OA song song, cong 3 chi so do luong voi quy tac trung thuc. Kich hoat khi user nhac 'giu chan khach hang', 'khach khong quay lai', 'churn', 'retention', 'khach bo giua lieu trinh'
.claude/skills/minhnv0807-69-giu-chan-khach-hang/SKILL.md| Model | Eval pass | Runs |
|---|---|---|
| gemini-3.6-flash | 100% | 2 |
| Test case | Without → With | Effect | Δ tokens | Δ turns |
|---|---|---|---|---|
| case-01 | ✗→✓ | ▲ Improved | 75% | 0% |
| case-03 | ✗→✓ | ▲ Improved | 49% | 0% |
| case-06 | ✗→✓ | ▲ Improved | 133% | 0% |
| case-09 | ✗→✓ | ▲ Improved | 196% | 0% |
| case-10 | ✗→✓ | ▲ Improved | 183% | 0% |
> Giu duoc mot khach cu re hon nhieu so voi mua mot khach moi, nhung chi khi no la he thong chay lien tuc: nhan tin hieu som → can thiep dung luc → khi khach van roi thi hoi cho ra ly do → keo lai bang de nghi khop ly do.
Hoi toi da 4 cau:
| Mo hinh | "Mat khach" nghia la gi | Chu ky mua lai lam moc | Tin hieu som nhat | |---------|-------------------------|------------------------|-------------------| | Mua 1 lan / thua (thoi trang, do gia dung, F&B le) | Qua 2 lan chu ky mua lai rieng cua khach do ma khong co don | Tinh tu lich su cua chinh khach do, khong dung so trung binh cua ca shop | Ngung mo tin Zalo OA, khong phan hoi chuong trinh moi | | Goi lieu trinh nhieu buoi (spa, nha khoa, tri lieu, khoa hoc nhieu buoi) | Bo do giua goi — con buoi chua dung | So buoi con lai + so ngay tu buoi gan nhat | Doi lich >= 2 lan, hoac khong den mot buoi da dat | | The thanh vien / goi han muc | Het han khong gia han | Ngay het han | Muc su dung thap bat thuong o nua sau ky | | Thue bao dinh ky (phan mem, hop dong dich vu thang) | Khong gia han hoac bao dung | Ngay den ky | Hoi ve dieu khoan huy, giam nguoi dung, giam tuong tac |
> Ngoai pham vi: thu hoi thanh toan that bai tu dong (dunning / retry the). SME VN thu tien bang chuyen khoan, COD, MoMo, tien mat tai quay — khong co be mat de tu dong thu lai. Neu ban thu tien bang the dinh ky qua cong thanh toan, do la cau hinh cua don vi thanh toan, khong phai viec cua skill nay.
Truoc khi di tiep: neu chua co so ti le mua lai, chay 13-phan-tich-du-lieu de dung duong cong cohort — biet khach thuong roi o moc nao la dieu kien de dat moc can thiep dung cho.
| # | Tin hieu | Cach do (khong can he thong phuc tap) | Muc rui ro | Thuong xuat hien truoc khi mat | |---|----------|----------------------------------------|-----------|-------------------------------| | 1 | So ngay tu lan cuoi vuot chu ky rieng cua khach do | So ngay hien tai / chu ky trung binh cua chinh khach do | Cao khi > 1.5 lan chu ky | Som nhat, tin hieu nen dat moc dau tien | | 2 | Khong den buoi da dat (no-show) hoac doi lich lien tiep | Ghi trong so lich hen | Rat cao | Ngay lap tuc | | 3 | Ngung mo tin Zalo OA | Ti le doc broadcast cua rieng khach do giam ve 0 qua 2-3 lan gui | Trung binh | Som, nhung nhieu — dung ket hop voi tin hieu khac | | 4 | Bo do giua goi lieu trinh | So buoi con lai > 0 va so ngay tu buoi gan nhat vuot khoang cach binh thuong giua 2 buoi | Rat cao | Ro rang nhat voi mo hinh goi | | 5 | Phan nan hoac danh gia thap | Tin nhan, danh gia tren nen tang, phan hoi cho nhan vien | Rat cao | Ngay lap tuc | | 6 | Giam quy mo don (gia tri hoac so luong tut ro) | So sanh 2-3 don gan nhat voi trung binh cua chinh khach do | Trung binh | Truoc khi ngung han |
Quy tac doc bang nay: mot tin hieu don le chua du ket luan, tru tin hieu 2 va 5 — hai cai do can hanh dong ngay. Hai tin hieu tro len cung luc thi xep vao nhom rui ro cao.
Moi tin hieu gan voi mot moc kich hoat. Viet ro: ai lam, lam gi, qua kenh nao, trong bao lau.
| Tin hieu kich hoat | Moc | Can thiep | Kenh | Nguoi lam | |--------------------|-----|-----------|------|-----------| | So ngay vuot 1.0 lan chu ky | Nhac nhe | Tin ngan huu ich, khong ban gi: nhac lich cham soc / meo dung / nhac han dung | Zalo OA | Tu dong | | So ngay vuot 1.5 lan chu ky | Chu dong moi | Loi moi quay lai co ly do cu the cho rieng ho, kem de nghi dat lich | Zalo OA + goi neu la khach gia tri cao | Nhan vien cham soc | | Khong den buoi da dat | Trong 24h | Goi hoi ly do that, dat lai lich ngay trong cuoc goi | Goi dien | Nhan vien phu trach | | Bo do giua goi lieu trinh | Sau khoang cach binh thuong x1.5 | Nhac so buoi con lai + han su dung + de xuat 2 khung gio cu the | Zalo OA, neu khong phan hoi thi goi | Nhan vien phu trach | | Phan nan / danh gia thap | Trong 24h | Nguoi co tham quyen xu ly lien he truc tiep, khong tra loi mau | Goi dien | Quan ly | | The / goi sap het han | Truoc 14 ngay va truoc 3 ngay | Nhac han + tong ket gia tri da dung + de nghi gia han | Zalo OA + email | Tu dong | | Giam quy mo don | Sau don thu 2 giam | Hoi mot cau duy nhat: co gi thay doi khong | Zalo OA | Nhan vien cham soc |
> Can thiep som khong duoc bat dau bang uu dai. Bat dau bang giup do hoac nhac viec. Uu dai chi xuat hien khi khach da noi ra van de — neu khong, ban dang day chinh khach dang khoe manh vao thoi quen cho giam gia.
Thiet ke khao sat:
Bang ly do sang uu dai:
| Ly do khach khai | De nghi chinh | De nghi du phong | Khong lam | |------------------|---------------|------------------|-----------| | Qua dat | Giam gia trong gioi han | Ha xuong goi nho hon | Dung ha gia vinh vien | | Khong dung den | Tam dung goi / bao luu | Huong dan lai + dat lich cu the | Dung giam gia — khong giai quyet van de | | Thieu thu can | Lo trinh: khi nao co, dieu gi thay the trong luc cho | Gioi thieu phuong an tam thoi | Dung hua cai chua chac lam | | Ban tam thoi / ban ron | Tam dung, hen moc quay lai cu the | Chuyen sang tan suat thap hon | Dung ep dat lich ngay | | Chat luong khong nhu ky vong | Nguoi co tham quyen lien he, xu ly cu the truong hop do | Lam lai / bu buoi | Dung chuyen thang sang giam gia — do la mua su im lang | | Chuyen sang ben khac | Hoi 1 cau: ben do hon o diem nao. Ghi lai | Neu chenh lech co the bu duoc thi de nghi cu the | Dung noi xau doi thu | | Da dong cua / khong con nhu cau | Khong chao moi gi ca. Cam on, chuc mung, giu cua mo | — | Dung gui bat ky uu dai nao |
Chi chay cho nguoi da roi that va da khai ly do. Noi dung phai tra loi dung ly do do — chuoi chung chung gui cho tat ca la cach nhanh nhat de mat quyen gui tiep.
Khung 4 diem cham (dieu chinh theo chu ky mua lai cua nganh):
| Diem cham | Noi dung theo ly do | Kenh | |-----------|--------------------|------| | 1 | Cam on + xac nhan da ghi nhan ly do. Khong ban gi. | Zalo OA hoac email | | 2 | Dieu da thay doi lien quan truc tiep den ly do ho khai | Email (dai hon, co bang chung) | | 3 | De nghi quay lai cu the, co han, khop ly do | Zalo OA (ngan, co nut) | | 4 | Dong vong: hoi co muon nhan tin nua khong | Email |
Quy tac phoi hop 2 kenh — muon nguyen tac da co trong 14-email-marketing, khong viet lai:
> Neu ly do roi la "chat luong khong nhu ky vong" hoac "da dong cua": khong dua vao chuoi keo lai. Ca dau tien can nguoi that xu ly; ca thu hai can duoc de yen.
| Chi so | Cong thuc | Doc the nao | |--------|-----------|-------------| | Ti le mua lai | So khach co giao dich lai trong ky / so khach du dieu kien mua lai trong ky | Chi so suc khoe nen. Doi chieu voi benchmark nganh trong references/benchmarks-vietnam.md | | Ti le giu duoc | So khach da vao luong huy ma o lai / tong so khach vao luong huy | Chi tinh sau khi ap quy tac trung thuc ben duoi | | Ti le keo lai | So khach da roi quay lai mua / so khach nhan chuoi keo lai | Do rieng theo ly do roi — trung binh chung khong noi len dieu gi |
Quy tac trung thuc (bat buoc khi bao cao):
Ten file: giu-chan-khach-hang-[ten-thuong-hieu]-[YYYYMMDD].md
markdown# He Thong Giu Chan — [Thuong hieu] Mo hinh: [...] | Chu ky mua lai: [... ngay] | Ti le mua lai hien tai: [...] ## 1. Phan nhanh mo hinh Dinh nghia "mat khach" cho mo hinh nay: [...] Moc thoi gian dung lam chuan: [...] ## 2. Bang tin hieu sap mat khach | # | Tin hieu | Do bang gi | Nguong | Rui ro | Ai theo doi | ## 3. Lich can thiep truoc khi mat | Tin hieu | Moc | Can thiep | Kenh | Nguoi lam | Tan suat kiem tra | ## 4. Khao sat ly do roi [5-8 lua chon, dung cau chu se hien ra] ## 5. Bang ly do sang uu dai | Ly do | De nghi chinh | De nghi du phong | Khong lam | ## 6. Ky luat uu dai [7 quy tac + gioi han cu the ap cho brand nay] ## 7. Chuoi keo lai | Diem cham | Ly do ap dung | Noi dung | Kenh | Ngay thu | Quy tac phoi hop 2 kenh: [...] ## 8. Do luong | Chi so | Cong thuc | So hien tai | Muc tieu ky nay | Ngay chot | Quy tac trung thuc dang ap dung: [...]
13-phan-tich-du-lieu: chay TRUOC — duong cong cohort cho biet khach roi o moc nao, do la can cu dat moc can thiep. Khong co no thi moc chi la doan.14-email-marketing: chuoi keo lai va chuoi nhac han duoc viet o skill do; skill nay chi quyet dinh gui cho ai, vi ly do gi, vao luc nao. Quy tac phoi hop email + Zalo OA lay tu skill do, khong viet lai.31-offer-design: uu dai giu chan cung la mot offer — thiet ke no dung chuan o skill do, dung ne ra la "giam vai phan tram".18-referral-program: khach da giu duoc va hai long la nguon gioi thieu tot nhat — noi tiep vao skill do thay vi de nguoi.09-insight-khach-hang: ly do roi thu tu khao sat la du lieu tot nhat de cap nhat lai chan dung khach hang.07-bao-cao-marketing: 3 chi so o Buoc 7 dua vao bao cao thang, kem quy tac trung thuc — khong bao cao so giu duoc chua qua do tre 30 ngay.| Case | Status | Duration (ms) | Turns | Tokens | Tool calls | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Without | With | Δ | Without | With | Δ | Without | With | Δ | Without | With | Δ | ||
case-01 | fail→pass | 51,987 | 56,592 | +9% | 1 | 1 | 0% | 7,287 | 12,723 | +75% | 0 | 0 | — |
case-02 | fail→fail | 46,310 | 38,778 | -16% | 1 | 1 | 0% | 7,101 | 11,165 | +57% | 0 | 0 | — |
case-03 | fail→pass | 30,140 | 12,155 | -60% | 1 | 1 | 0% | 4,200 | 6,242 | +49% | 0 | 0 | — |
case-04 | fail→fail | 23,956 | 30,475 | +27% | 1 | 1 | 0% | 3,542 | 8,549 | +141% | 0 | 0 | — |
case-05 | fail→fail | 22,790 | 32,192 | +41% | 1 | 1 | 0% | 3,781 | 9,428 | +149% | 0 | 0 | — |
case-06 | fail→pass | 20,734 | 15,405 | -26% | 1 | 1 | 0% | 3,091 | 7,187 | +133% | 0 | 0 | — |
case-07 | pass→pass | 24,478 | 53,331 | +118% | 1 | 1 | 0% | 2,926 | 8,108 | +177% | 0 | 0 | — |
case-08 | pass→pass | 23,143 | 17,718 | -23% | 1 | 1 | 0% | 2,574 | 7,083 | +175% | 0 | 0 | — |
case-09 | fail→pass | 19,333 | 20,956 | +8% | 1 | 1 | 0% | 2,607 | 7,725 | +196% | 0 | 0 | — |
case-10 | fail→pass | 15,980 | 20,635 | +29% | 1 | 1 | 0% | 2,494 | 7,066 | +183% | 0 | 0 | — |
case-11 | pass→pass | 23,872 | 18,645 | -22% | 1 | 1 | 0% | 2,593 | 7,160 | +176% | 0 | 0 | — |
case-12 | fail→pass | 23,156 | 22,779 | -2% | 1 | 1 | 0% | 2,735 | 7,358 | +169% | 0 | 0 | — |
case-13 | pass→pass | 15,931 | 9,694 | -39% | 1 | 1 | 0% | 1,678 | 5,330 | +218% | 0 | 0 | — |
case-14 | fail→pass | 7,775 | 15,150 | +95% | 1 | 1 | 0% | 369 | 6,181 | +1575% | 0 | 0 | — |
case-15 | fail→pass | 19,255 | 14,559 | -24% | 1 | 1 | 0% | 2,718 | 6,667 | +145% | 0 | 0 | — |
case-16 | pass→pass | 22,890 | 15,480 | -32% | 1 | 1 | 0% | 2,603 | 6,134 | +136% | 0 | 0 | — |
case-17 | fail→pass | 18,934 | 18,369 | -3% | 1 | 1 | 0% | 2,290 | 6,532 | +185% | 0 | 0 | — |
case-18 | fail→pass | 21,725 | 18,807 | -13% | 1 | 1 | 0% | 2,434 | 6,663 | +174% | 0 | 0 | — |
case-19 | pass→pass | 18,761 | 11,193 | -40% | 1 | 1 | 0% | 1,924 | 5,462 | +184% | 0 | 0 | — |
case-20 | fail→pass | 24,256 | 24,855 | +2% | 1 | 1 | 0% | 3,111 | 7,627 | +145% | 0 | 0 | — |
case-21 | pass→pass | 16,221 | 13,409 | -17% | 1 | 1 | 0% | 1,889 | 6,076 | +222% | 0 | 0 | — |
case-22 | fail→pass | 22,276 | 29,609 | +33% | 1 | 1 | 0% | 2,729 | 7,968 | +192% | 0 | 0 | — |
DecimalAI ran this skill against gemini-3.6-flash twice over the same eval suite — once with the skill loaded and once without — and compared the two runs case by case. 22 cases were attempted. The headline lift of +55 percentage points is the difference between those two pass rates over the 22 comparable cases.
Without the skill loaded, the model failed this case. With it loaded, the same prompt on the same model passed. This is one improved case from the latest verified run; every case, including any that regressed, is in the table above.
Other measured skills in the registry, with their headline benchmark lift.