Hai Duong retail industry takes care of "customers"

*Customer care is focused on by businesses to increase competitiveness in the market.*

Customer centric

In the context of today's fiercely competitive market, especially with online stores and e-commerce platforms, a good quality product at a reasonable price is not enough to attract consumers. Because it comes with the need for quality service. Many businesses have focused on creating good experiences, building and maintaining long-term relationships with customers. Businesses have paid attention to communication platforms to easily reach and connect with more customers.

According to Ms. Vu Thi Sen, Director of Go! Hai Duong supermarket, since the end of 2023, the supermarket has arranged and rearranged the stalls to create more convenience for customers during the shopping process. In addition to periodic promotional programs, focusing on holidays and Tet, the supermarket also has special incentives for members. "To become a member of the supermarket, customers only need to bring their ID card to the service department to open a membership card. When becoming a member, consumers have the opportunity to shop for about 1,000 products at preferential prices," said Ms. Sen.

The supermarket's toll-free switchboard also receives calls from customers who want to learn about products, listen to feedback on product quality, services, etc. Depending on the needs of consumers at each time, the supermarket has appropriate programs. Normally, consumers are interested in fresh food and cosmetics, but near Tet, confectionery, soft drinks, etc. will receive more attention. Based on consumer tastes, the supermarket has priority product groups that run appropriate promotional programs to stimulate shopping. Currently, on average, Go! Hai Duong supermarket welcomes nearly 3,000 customers per day.

Score

Mr. Ngoc Dung, manager of The Gioi Di Dong store in Gia Loc town, said that in the business strategy, the secret to helping customers make better decisions is the advice and support of employees. Depending on different shopping needs, employees will have appropriate advice. "The store identifies the service attitude of employees as one of the factors that score points in the eyes of customers, thereby creating the store's own mark. We focus on training employees to have a professional working style, friendly behavior and communication," said Mr. Dung.

Stores in the Mobile World chain often launch many attractive incentive programs such as free software installation, discount on accessories when customers buy phones, computers, extended warranty period, customers can exchange products... After a period of using the product, the staff will contact customers to receive quality assessments. When shopping at stores in the Mobile World chain, customers will accumulate points, these points will be converted to reduce money when customers shop next time at stores in the same chain.

Mr. Pham Van Hien in Lien Hong commune (Hai Duong city) is researching to buy a new phone and decided to return to the store where he bought it a few years ago. Mr. Hien said: "A few years ago, I bought a phone at this store, from the time of shopping to the experience, I received enthusiastic advice and specific instructions, this is the reason I decided to return here when upgrading my phone."

For the fashion industry, customer care is not simply consulting and supporting in choosing product models, but employees must also have their own skills such as consulting on choosing sizes, models, styles, and understanding customer psychology. Along with launching promotional programs, Charmilles store specializing in women's fashion on Pham Ngu Lao Street (Hai Duong City) regularly sends information about new products and promotional programs to customers who have shopped. Loyal customers enjoy many other benefits such as accumulating points, promptly updating new products... On holidays such as International Women's Day March 8, Vietnamese Women's Day October 20..., customers are given meaningful gifts when shopping. Charmilles Hai Duong also sends wishes, along with a gift of gratitude on the birthday of loyal customers. This is also the method applied by many other fashion brands in Hai Duong such as Yody, Canifa...

Retail businesses that invest in customer care services have created connections and long-term relationships with loyal customers. With advantages such as being able to directly try out products, experience attentive care services... not only does it help the retail industry attract shoppers and increase revenue, but it is also one of the ways to build a brand and affirm its position in the market.

HUYEN TRANG

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