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Vietnam ecommerce overvew 052012

Duy Doan
Duy Doan

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A Overview of Vietnam Ecommerce Duy Doan 05/2012
COMMERCE MARKET SIZE
Market size H畉p 畛ng th畛 23 trong s畛 c叩c th畛 tr動畛ng b叩n l畉 h畉p d畉n nh畉t th畉 gi畛i 2011 - d畉n theo AT Kearney. Tng Th畛 tr動畛ng b叩n l畉 hng th畛i trang tng 87.5% t畛 2005 2010, trung b狸nh m畛i nm tr動畛ng tng 13.4%, t畛ng gi叩 tr畛 kho畉ng 20000 t畛 - Theo Euro Monitor. Kh叩ch 69.1% d但n s畛 (89 tri畛u ng動畛i) 畛 15-64 tu畛i (*), 畛 tu畛i c坦 th畛 tham gia lao 畛ng, hng t畉o thu nh畉p v mua s畉m. - T畛ng c畛c th畛ng k棚 Vi畛t Nam
Market size FMCG v畉n tng tr動畛ng t畛t, d湛 CPI 畛 m畛c cao v GDP tng ch畉m So s叩nh 畛 tng FMCG, CPI v GDP 25 20 15 % 10 5 0 2007 2008 2009 2010 2011 FMCG 10 4 13 15 17.7 CPI 12.6 19.9 6.5 10.7 18.12 GDP 8.5 6.2 5.3 6.7 5.8 (1) Nielsen (2) Ni棚n gi叩m c叩c nm 2000-2010, T畛ng c畛c Th畛ng k棚
X畉p th畛 23 trong c叩c th畛 tr動畛ng b叩n l畉 h畉p d畉n nh畉t th畉 gi畛i theo AT Kearney Retail Marketsize = 113 billions by 2012 The 2011 A.T. Kearney Global Retail Development Index
Vietnam: Traditional retail still dominates. Vietnam is in 23rd place, and is still attractive, with an expected market size of $113 billion by 2012 and a growing population of 88.9 million. Vietnam officially opened its retail market to international entrants with 100 percent foreign capital in early 2009, at the height of the global economic crisis, when many multinational companies were taking a more conservative approach to expansion. The 2011 A.T. Kearney Global Retail Development Index
Market trend T畉ng l畛p trung l動u Nhu c畉u hng xa x畛 tng tr動畛ng tng M畛c s畛ng ngy S畛c mua hng xa x畛 cng cao, d畉n 畉n v c叩c th動董ng hi畛u nhu c畉u cho hng l畛n tng cao c湛ng h坦a ch畉t l動畛ng thu nh畉p cao ngy cng tng Hu c畉u Vietnam Retail Analysis (2008-2012) - RNCOS
Current Problems Gi叩 i畛n Gi叩 gas Gi叩 xng tng 5% tng 10.6% tng 4.36% (12/2011) (3/2012) (3/2012) S畛c mua hng h坦a gi畉m p l畛c tng gi叩 khi畉n s畛c mua ngnh hng ti棚u d湛ng 畛 6 TP l畛n gi畉m h畉n Source: Nielsen
A Chance, or A Trap? S畛c mua hng h坦a, 畉c bi畛t l hng h坦a kh担ng c畉n thi畉t gi畉m Nhu c畉u mua s畉m v畉n c嘆n nguy棚n, t狸nh tr畉ng mua 鱈t c嘆n khi畉n nhu c畉u ny c嘆n tng
A Chance, for sure Ng動畛i ti棚u d湛ng quan t但m h董n 畉n c叩c m畉t hng khuy畉n m達i ho畉c t畉ng k竪m. Kh担ng ph畉i t畛 nhi棚n ln s坦ng Groupbuy b湛ng n畛 t畉i Vi畛t Nam ch畛 trong 1 nm r動畛i. Ng動畛i ti棚u d湛ng mua 鱈t i, nh動ng ch畛n 畛 ch畉t l動畛ng h董n. Ng動畛i ti棚u d湛ng t狸m 畉n c叩c k棚nh kh叩c 畛 mua hng h坦a, thay th畉 cho c叩c c畛a hng tr棚n ph畛. TMT l m畛t k棚nh nh動 v畉y. Ng動畛i ti棚u d湛ng c但n nh畉c k畛 h董n tr動畛c khi mua hng -> H畛 畉u t動 vo th担ng tin hng h坦a nhi畛u h董n -> C董 h畛i cho TMT.
APPAREL MARKET SIZE
Marketsize Apparel Market size Th畛 tr動畛ng Th畛i trang l m畛t th畛 tr動畛ng tr畛 gi叩 1 t畛 担 la, nh動ng..
Apparel Market Trend Nh動ng th畛 tr動畛ng trong n動畛c l畉i b畛 th畛ng tr畛 b畛i hng Trung Qu畛c, ph但n ph畛i b畛i c叩c nh bu担n Vi畛t Nam l m畛t trong nh畛ng nh畛 l畉. n動畛c m畉nh v畛 xu畉t kh畉u hng d畛t may V ch動a c坦 nh s畉n xu畉t qu畉n 叩o, hay h達ng b叩n l畉, c担ng ty no t畉p h畛p hay ki畛m so叩t 動畛c nh畛ng nh bu担n nh畛 ny
How about Trap?
T畉I SAO TMT VI畛T NAM CH働A PHT TRI畛N
Ph但n t鱈ch Sellers T畉i sao ng動畛i d湛ng b叩n hng tr棚n m畉ng T畉i sao ng動畛i d湛ng kh担ng b叩n hng tr棚n m畉ng C叩c ngu畛n hng ch畛 y畉u, m畛c gi叩, m畛c l畛i nhu畉n trung b狸nh Lo畉i kh叩ch hng ch畛 y畉u, lm sao 畛 x但y d畛ng 動畛c t畉p h畛p kh叩ch hng quen? So s叩nh c叩c site TMT d動畛i con m畉t ng動畛i b叩n C畉n chia 畛i t動畛ng kh畉o s叩t lm 2 lo畉i: 畛i t動畛ng 達 d湛ng TMT v 畛i t動畛ng Ch動a d湛ng TMT
Ph但n t鱈ch Buyers 畉c i畛m ng動畛i mua ti畛m nng v ng動畛i mua m畛c ti棚u? T畉i sao ng動畛i d湛ng l畉i s畛 d畛ng TMT T畉i sao ng動畛i d湛ng l畉i kh担ng s畛 d畛ng TMT C叩c nh但n t畛 畉nh h動畛ng 畉n hnh vi mua hng C叩c k棚nh marketing c坦 th畛 畉nh h動畛ng 畉n t畛ng giai o畉n mua hng nh動 th畉 no?
Results
What Buyers say? Kh畉o s叩t tr棚n 1200 ng動畛i d湛ng Internet VN 11/2011 c畛a Dynabye cho th畉y C叩c v畉n 畛 ch鱈nh E ng畉i ch畉t l動畛ng hng h坦a kh担ng 畉m b畉o (48%) Kh担ng tin 動畛c ng動畛i b叩n tr棚n m畉ng, s畛 b畛 l畛a (42%) C叩c website r畉c r畛i, quy tr狸nh h畛 tr畛 kh担ng minh b畉ch (39%)
What Buyers say? C坦 nhi畛u l箪 do, nh動ng l箪 do c董 b畉n nh畉t l T担i ch畉ng th畉 M狸nh ch畛 mua qu畉n 叩o 畛 Mua 畛 hi畛u 畛 Vi畛t tin 動畛c b畛n shop, v狸 c嘆n th畛 動畛c, 畛i Nam ch叩n l畉m, ch畛 c坦 b叩n hng tr棚n tr畉 動畛c, tr畉 ti畛n ngay. sang n動畛c ngoi mua m畉ng! Mua tr棚n m畉ng kh坦 l動畛ng hay x叩ch tay th担i l畉m. V畉n 畛 l THI畉U NI畛M TIN Ng動畛i ti棚u d湛ng v畉n mua 畛, th畉m ch鱈 mua groupon r畉t nhi畛u, nh動ng v畉n nghi ng畛 th動董ng m畉i i畛n t畛
What Sellers say? Kh畉o s叩t c叩 nh但n tr棚n 30 apparels sellers 畛 H N畛i v TPHCM, t畉t c畉 畛u ch動a d湛ng TMT ho畉c b叩n tr棚n Facebook , trong 坦 c坦 7 nh達n hng ri棚ng ho畉c chu畛i c畛a hng, c嘆n l畉i l store nh畛 Question Answers Ch動a th畛, kh担ng c坦 th畛i gian qu畉n T畉i sao b畉n kh担ng d湛ng l箪. Kh担ng c畉n thi畉t, v狸 b叩n 畛 store l 畛. c叩c site TMT 畛 VN? (*: seller 畛 TPHCM) Kh担ng tin. Hng fake d畛m qu叩 nhi畛u trong khi hng c畛a m狸nh r畉t t畛t, lm m狸nh m畉t gi叩. Hng h坦a t畉p nham, mu畛n c坦 m畛t website ch畛 b叩n m畛t lo畉i hng chuy棚n bi畛t. Facebook b叩n t畛t h董n, s畉ch 畉p d畛 s畛 d畛ng h董n, ton b畉n b竪 n棚n b叩n r畉t d畛. Th畉y b畛n n坦 c畛 ph嘆 ph嘆
Conclusion Ecommerce n棚n l l offline commerce 動畛c m炭c l棚n Internet, ch畛 kh担ng ph畉i l Commerce 動畛c ph叩t tri畛n tr棚n n畛n Internet B畉n ch畉t c叩i buyer v seller quan t但m l hng h坦a . Ro c畉n ch鱈nh l NI畛M TIN.
Trust?
Trust and the So-called-Trust What is trust? What is trust in e-commerce What build Trust? What build the So-called Trust?
What is Trust? Tin t動畛ng l c畉m gi叩c/ph畉n x畉 c畛a con ng動畛i, xu畉t ph叩t t畛 c畉 c畉m gi叩c l畉n l箪 tr鱈 logic. V畛 c畉m gi叩c, Tin T動畛ng l vi畛c b畉n 動a ra i畛m y畉u c畛a m狸nh cho ng動畛i kh叩c nh動ng tin r畉ng h畛 s畉 kh担ng l畛i d畛ng ch炭ng. 動a ra nhu c畉u mua v n坦i r畉ng m狸nh d畛t kho畉n ny l畉m m kh担ng s畛 b畛 l畛a V畛 l箪 tr鱈, Tin T動畛ng l vi畛c b畉n, sau khi t鱈nh to叩n c叩c kh畉 nng 動畛c/m畉t, k畉t h畛p v畛i c叩c d畛 li畛u s畉n c坦 v kinh nghi畛m, ngh挑 r畉ng b畉n s畉 d畛 li畛u 動畛c ph畉n 畛ng c畛a ng動畛i 畛i di畛n. Mua c叩i g狸 nh畉n 動畛c c叩i n畉y, th畉c m畉c c叩i g狸 動畛c tr畉 l畛i 炭ng c叩i n畉y
Trust in Ecommerce GI TR畛 LU DI GI TR畛 NG畉N H畉N Website 畉p, pro Hng h坦a t畛t Search l炭c no c滴ng ra Ng動畛i TRUST So-called TRUST Nhi畛u tin t畛c xung b叩n t畛t quanh, b叩o ch鱈 b董m th畛i Quy tr狸nh Nh但n vi棚n c担ng ty c坦-v畉 chuy棚n x畛 l箪 t畛t + nghi畛p minh b畉ch Nhi畛u ch鱈nh s叩ch b畉o v畛 ng動畛i d湛ng, t畉t c畉 t鱈nh b畉ng ti畛n
Relationship between Trust and So-called Trust So-calledTrust d畛 t畉o, Trust th狸 kh坦. C畉 hai 畛u c畉n thi畉t, So-called Trust trong t畛ng giai o畉n, Trust th狸 trong c畉 qu叩 tr狸nh. 畛 x但y 動畛c Trust th狸 ph畉i th畛c s畛 l retailer, ho畉c hi畛u r畉t k畛 v畛 Supply Chain v Operation. Th畛i gian x但y Trust l但u hay ch坦ng, ph畛 thu畛c vo th畛i gian x但y: Policy v Progress
How to build Trust? C叩c v畉n 畛 to to Build trust v畛 ngnh v trust v畛 c担ng ty, c畉n b畉o ch畛ng c畛a third parties v gov t担i kh担ng mua hng online v狸 t担i kh担ng tin 動畛c b畛n b叩n hng tr棚n m畉ng Policy t畛t, minh b畉ch, ng動畛i lm th担ng, ng動畛i b叩n hi畛u, ng動畛i mua tin. Kh担ng th畛 thuy畉t ph畛c ng動畛i kh叩c d湛ng s畉n ph畉m, n畉u ch鱈nh m狸nh ch動a r探 ho畉c kh担ng tin s畉n ph畉m 坦. Progress gi畛a c叩c b畛 ph畉n hon h畉o, c坦 k畛ch b畉n cho m畛i t狸nh hu畛ng. C坦 c董 ch畉 ki畛m so叩t nguy c董, refund v tr畉 l畛i kh叩ch hng th畛ng nh畉t. Kh担ng ch畛 x但y d畛ng c叩c b畛 ph畉n, c畉n ch炭 箪 畉n c畉u n畛i v lu畛ng th担ng tin gi畛a c叩c b畛 ph畉n
How to build Trust? Nh畛ng th畛 nh畛 nh畛 M畛i v畉n 畛 c畛a kh叩ch hng 畛u gi畉i quy畉t 動畛c, kh担ng c叩ch ny th狸 c叩ch kh叩c. N畉u kh担ng tr畉 動畛c hng 炭ng h畉n, th狸 c畉n refund. N畉u v畉n 畛 c担ng ty m狸nh kh担ng gi畉i quy畉t 動畛c, c畉n contact v畛i c担ng ty kh叩c gi炭p kh叩ch hng gi畉i quy畉t. Abc abc Kh叩ch hng c畉n bi畉t 畛 th担ng tin v畛 hng h坦a c畛a m狸nh: Kh担ng ch畛 bao g畛m th担ng tin c畛a nh s畉n xu畉t, m c嘆n l th担ng tin c畛a ch鱈nh m狸nh hng h坦a i 畉n 但u, b畛c hng ntn, ch畛p 畉nh th畉t etc Customer services v Call Center ngon v狸 kh叩ch hng g畛i i畛n cho call center r畉t nhi畛u, nhi畛u h董n so v畛i email hay 畉n tr畛c ti畉p. Call Center ngon nh動 th畉 no? 達 vi畉t m畛t bi T畉ng / Trao cho kh叩ch hng c叩i g狸 坦 tr動畛c khi nh畉n T畉o first impression + gain kh叩ch hng ti畛m nng. Nh動ng c叩i g狸 坦 kh担ng ph畉i vouchers
We the product makers should trust ourselves too.. Ni畛m tin c畛a ch鱈nh ng動畛i lm Ni畛m tin cho s畉n ph畉m Ni畛m tin c畛a ng動畛i d湛ng
For the Happiness of Customers

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Vietnam ecommerce overvew 052012

  • 1. A Overview of Vietnam Ecommerce Duy Doan 05/2012
  • 3. Market size H畉p 畛ng th畛 23 trong s畛 c叩c th畛 tr動畛ng b叩n l畉 h畉p d畉n nh畉t th畉 gi畛i 2011 - d畉n theo AT Kearney. Tng Th畛 tr動畛ng b叩n l畉 hng th畛i trang tng 87.5% t畛 2005 2010, trung b狸nh m畛i nm tr動畛ng tng 13.4%, t畛ng gi叩 tr畛 kho畉ng 20000 t畛 - Theo Euro Monitor. Kh叩ch 69.1% d但n s畛 (89 tri畛u ng動畛i) 畛 15-64 tu畛i (*), 畛 tu畛i c坦 th畛 tham gia lao 畛ng, hng t畉o thu nh畉p v mua s畉m. - T畛ng c畛c th畛ng k棚 Vi畛t Nam
  • 4. Market size FMCG v畉n tng tr動畛ng t畛t, d湛 CPI 畛 m畛c cao v GDP tng ch畉m So s叩nh 畛 tng FMCG, CPI v GDP 25 20 15 % 10 5 0 2007 2008 2009 2010 2011 FMCG 10 4 13 15 17.7 CPI 12.6 19.9 6.5 10.7 18.12 GDP 8.5 6.2 5.3 6.7 5.8 (1) Nielsen (2) Ni棚n gi叩m c叩c nm 2000-2010, T畛ng c畛c Th畛ng k棚
  • 5. X畉p th畛 23 trong c叩c th畛 tr動畛ng b叩n l畉 h畉p d畉n nh畉t th畉 gi畛i theo AT Kearney Retail Marketsize = 113 billions by 2012 The 2011 A.T. Kearney Global Retail Development Index
  • 6. Vietnam: Traditional retail still dominates. Vietnam is in 23rd place, and is still attractive, with an expected market size of $113 billion by 2012 and a growing population of 88.9 million. Vietnam officially opened its retail market to international entrants with 100 percent foreign capital in early 2009, at the height of the global economic crisis, when many multinational companies were taking a more conservative approach to expansion. The 2011 A.T. Kearney Global Retail Development Index
  • 7. Market trend T畉ng l畛p trung l動u Nhu c畉u hng xa x畛 tng tr動畛ng tng M畛c s畛ng ngy S畛c mua hng xa x畛 cng cao, d畉n 畉n v c叩c th動董ng hi畛u nhu c畉u cho hng l畛n tng cao c湛ng h坦a ch畉t l動畛ng thu nh畉p cao ngy cng tng Hu c畉u Vietnam Retail Analysis (2008-2012) - RNCOS
  • 8. Current Problems Gi叩 i畛n Gi叩 gas Gi叩 xng tng 5% tng 10.6% tng 4.36% (12/2011) (3/2012) (3/2012) S畛c mua hng h坦a gi畉m p l畛c tng gi叩 khi畉n s畛c mua ngnh hng ti棚u d湛ng 畛 6 TP l畛n gi畉m h畉n Source: Nielsen
  • 9. A Chance, or A Trap? S畛c mua hng h坦a, 畉c bi畛t l hng h坦a kh担ng c畉n thi畉t gi畉m Nhu c畉u mua s畉m v畉n c嘆n nguy棚n, t狸nh tr畉ng mua 鱈t c嘆n khi畉n nhu c畉u ny c嘆n tng
  • 10. A Chance, for sure Ng動畛i ti棚u d湛ng quan t但m h董n 畉n c叩c m畉t hng khuy畉n m達i ho畉c t畉ng k竪m. Kh担ng ph畉i t畛 nhi棚n ln s坦ng Groupbuy b湛ng n畛 t畉i Vi畛t Nam ch畛 trong 1 nm r動畛i. Ng動畛i ti棚u d湛ng mua 鱈t i, nh動ng ch畛n 畛 ch畉t l動畛ng h董n. Ng動畛i ti棚u d湛ng t狸m 畉n c叩c k棚nh kh叩c 畛 mua hng h坦a, thay th畉 cho c叩c c畛a hng tr棚n ph畛. TMT l m畛t k棚nh nh動 v畉y. Ng動畛i ti棚u d湛ng c但n nh畉c k畛 h董n tr動畛c khi mua hng -> H畛 畉u t動 vo th担ng tin hng h坦a nhi畛u h董n -> C董 h畛i cho TMT.
  • 12. Marketsize Apparel Market size Th畛 tr動畛ng Th畛i trang l m畛t th畛 tr動畛ng tr畛 gi叩 1 t畛 担 la, nh動ng..
  • 13. Apparel Market Trend Nh動ng th畛 tr動畛ng trong n動畛c l畉i b畛 th畛ng tr畛 b畛i hng Trung Qu畛c, ph但n ph畛i b畛i c叩c nh bu担n Vi畛t Nam l m畛t trong nh畛ng nh畛 l畉. n動畛c m畉nh v畛 xu畉t kh畉u hng d畛t may V ch動a c坦 nh s畉n xu畉t qu畉n 叩o, hay h達ng b叩n l畉, c担ng ty no t畉p h畛p hay ki畛m so叩t 動畛c nh畛ng nh bu担n nh畛 ny
  • 15. T畉I SAO TMT VI畛T NAM CH働A PHT TRI畛N
  • 16. Ph但n t鱈ch Sellers T畉i sao ng動畛i d湛ng b叩n hng tr棚n m畉ng T畉i sao ng動畛i d湛ng kh担ng b叩n hng tr棚n m畉ng C叩c ngu畛n hng ch畛 y畉u, m畛c gi叩, m畛c l畛i nhu畉n trung b狸nh Lo畉i kh叩ch hng ch畛 y畉u, lm sao 畛 x但y d畛ng 動畛c t畉p h畛p kh叩ch hng quen? So s叩nh c叩c site TMT d動畛i con m畉t ng動畛i b叩n C畉n chia 畛i t動畛ng kh畉o s叩t lm 2 lo畉i: 畛i t動畛ng 達 d湛ng TMT v 畛i t動畛ng Ch動a d湛ng TMT
  • 17. Ph但n t鱈ch Buyers 畉c i畛m ng動畛i mua ti畛m nng v ng動畛i mua m畛c ti棚u? T畉i sao ng動畛i d湛ng l畉i s畛 d畛ng TMT T畉i sao ng動畛i d湛ng l畉i kh担ng s畛 d畛ng TMT C叩c nh但n t畛 畉nh h動畛ng 畉n hnh vi mua hng C叩c k棚nh marketing c坦 th畛 畉nh h動畛ng 畉n t畛ng giai o畉n mua hng nh動 th畉 no?
  • 19. What Buyers say? Kh畉o s叩t tr棚n 1200 ng動畛i d湛ng Internet VN 11/2011 c畛a Dynabye cho th畉y C叩c v畉n 畛 ch鱈nh E ng畉i ch畉t l動畛ng hng h坦a kh担ng 畉m b畉o (48%) Kh担ng tin 動畛c ng動畛i b叩n tr棚n m畉ng, s畛 b畛 l畛a (42%) C叩c website r畉c r畛i, quy tr狸nh h畛 tr畛 kh担ng minh b畉ch (39%)
  • 20. What Buyers say? C坦 nhi畛u l箪 do, nh動ng l箪 do c董 b畉n nh畉t l T担i ch畉ng th畉 M狸nh ch畛 mua qu畉n 叩o 畛 Mua 畛 hi畛u 畛 Vi畛t tin 動畛c b畛n shop, v狸 c嘆n th畛 動畛c, 畛i Nam ch叩n l畉m, ch畛 c坦 b叩n hng tr棚n tr畉 動畛c, tr畉 ti畛n ngay. sang n動畛c ngoi mua m畉ng! Mua tr棚n m畉ng kh坦 l動畛ng hay x叩ch tay th担i l畉m. V畉n 畛 l THI畉U NI畛M TIN Ng動畛i ti棚u d湛ng v畉n mua 畛, th畉m ch鱈 mua groupon r畉t nhi畛u, nh動ng v畉n nghi ng畛 th動董ng m畉i i畛n t畛
  • 21. What Sellers say? Kh畉o s叩t c叩 nh但n tr棚n 30 apparels sellers 畛 H N畛i v TPHCM, t畉t c畉 畛u ch動a d湛ng TMT ho畉c b叩n tr棚n Facebook , trong 坦 c坦 7 nh達n hng ri棚ng ho畉c chu畛i c畛a hng, c嘆n l畉i l store nh畛 Question Answers Ch動a th畛, kh担ng c坦 th畛i gian qu畉n T畉i sao b畉n kh担ng d湛ng l箪. Kh担ng c畉n thi畉t, v狸 b叩n 畛 store l 畛. c叩c site TMT 畛 VN? (*: seller 畛 TPHCM) Kh担ng tin. Hng fake d畛m qu叩 nhi畛u trong khi hng c畛a m狸nh r畉t t畛t, lm m狸nh m畉t gi叩. Hng h坦a t畉p nham, mu畛n c坦 m畛t website ch畛 b叩n m畛t lo畉i hng chuy棚n bi畛t. Facebook b叩n t畛t h董n, s畉ch 畉p d畛 s畛 d畛ng h董n, ton b畉n b竪 n棚n b叩n r畉t d畛. Th畉y b畛n n坦 c畛 ph嘆 ph嘆
  • 22. Conclusion Ecommerce n棚n l l offline commerce 動畛c m炭c l棚n Internet, ch畛 kh担ng ph畉i l Commerce 動畛c ph叩t tri畛n tr棚n n畛n Internet B畉n ch畉t c叩i buyer v seller quan t但m l hng h坦a . Ro c畉n ch鱈nh l NI畛M TIN.
  • 24. Trust and the So-called-Trust What is trust? What is trust in e-commerce What build Trust? What build the So-called Trust?
  • 25. What is Trust? Tin t動畛ng l c畉m gi叩c/ph畉n x畉 c畛a con ng動畛i, xu畉t ph叩t t畛 c畉 c畉m gi叩c l畉n l箪 tr鱈 logic. V畛 c畉m gi叩c, Tin T動畛ng l vi畛c b畉n 動a ra i畛m y畉u c畛a m狸nh cho ng動畛i kh叩c nh動ng tin r畉ng h畛 s畉 kh担ng l畛i d畛ng ch炭ng. 動a ra nhu c畉u mua v n坦i r畉ng m狸nh d畛t kho畉n ny l畉m m kh担ng s畛 b畛 l畛a V畛 l箪 tr鱈, Tin T動畛ng l vi畛c b畉n, sau khi t鱈nh to叩n c叩c kh畉 nng 動畛c/m畉t, k畉t h畛p v畛i c叩c d畛 li畛u s畉n c坦 v kinh nghi畛m, ngh挑 r畉ng b畉n s畉 d畛 li畛u 動畛c ph畉n 畛ng c畛a ng動畛i 畛i di畛n. Mua c叩i g狸 nh畉n 動畛c c叩i n畉y, th畉c m畉c c叩i g狸 動畛c tr畉 l畛i 炭ng c叩i n畉y
  • 26. Trust in Ecommerce GI TR畛 LU DI GI TR畛 NG畉N H畉N Website 畉p, pro Hng h坦a t畛t Search l炭c no c滴ng ra Ng動畛i TRUST So-called TRUST Nhi畛u tin t畛c xung b叩n t畛t quanh, b叩o ch鱈 b董m th畛i Quy tr狸nh Nh但n vi棚n c担ng ty c坦-v畉 chuy棚n x畛 l箪 t畛t + nghi畛p minh b畉ch Nhi畛u ch鱈nh s叩ch b畉o v畛 ng動畛i d湛ng, t畉t c畉 t鱈nh b畉ng ti畛n
  • 27. Relationship between Trust and So-called Trust So-calledTrust d畛 t畉o, Trust th狸 kh坦. C畉 hai 畛u c畉n thi畉t, So-called Trust trong t畛ng giai o畉n, Trust th狸 trong c畉 qu叩 tr狸nh. 畛 x但y 動畛c Trust th狸 ph畉i th畛c s畛 l retailer, ho畉c hi畛u r畉t k畛 v畛 Supply Chain v Operation. Th畛i gian x但y Trust l但u hay ch坦ng, ph畛 thu畛c vo th畛i gian x但y: Policy v Progress
  • 28. How to build Trust? C叩c v畉n 畛 to to Build trust v畛 ngnh v trust v畛 c担ng ty, c畉n b畉o ch畛ng c畛a third parties v gov t担i kh担ng mua hng online v狸 t担i kh担ng tin 動畛c b畛n b叩n hng tr棚n m畉ng Policy t畛t, minh b畉ch, ng動畛i lm th担ng, ng動畛i b叩n hi畛u, ng動畛i mua tin. Kh担ng th畛 thuy畉t ph畛c ng動畛i kh叩c d湛ng s畉n ph畉m, n畉u ch鱈nh m狸nh ch動a r探 ho畉c kh担ng tin s畉n ph畉m 坦. Progress gi畛a c叩c b畛 ph畉n hon h畉o, c坦 k畛ch b畉n cho m畛i t狸nh hu畛ng. C坦 c董 ch畉 ki畛m so叩t nguy c董, refund v tr畉 l畛i kh叩ch hng th畛ng nh畉t. Kh担ng ch畛 x但y d畛ng c叩c b畛 ph畉n, c畉n ch炭 箪 畉n c畉u n畛i v lu畛ng th担ng tin gi畛a c叩c b畛 ph畉n
  • 29. How to build Trust? Nh畛ng th畛 nh畛 nh畛 M畛i v畉n 畛 c畛a kh叩ch hng 畛u gi畉i quy畉t 動畛c, kh担ng c叩ch ny th狸 c叩ch kh叩c. N畉u kh担ng tr畉 動畛c hng 炭ng h畉n, th狸 c畉n refund. N畉u v畉n 畛 c担ng ty m狸nh kh担ng gi畉i quy畉t 動畛c, c畉n contact v畛i c担ng ty kh叩c gi炭p kh叩ch hng gi畉i quy畉t. Abc abc Kh叩ch hng c畉n bi畉t 畛 th担ng tin v畛 hng h坦a c畛a m狸nh: Kh担ng ch畛 bao g畛m th担ng tin c畛a nh s畉n xu畉t, m c嘆n l th担ng tin c畛a ch鱈nh m狸nh hng h坦a i 畉n 但u, b畛c hng ntn, ch畛p 畉nh th畉t etc Customer services v Call Center ngon v狸 kh叩ch hng g畛i i畛n cho call center r畉t nhi畛u, nhi畛u h董n so v畛i email hay 畉n tr畛c ti畉p. Call Center ngon nh動 th畉 no? 達 vi畉t m畛t bi T畉ng / Trao cho kh叩ch hng c叩i g狸 坦 tr動畛c khi nh畉n T畉o first impression + gain kh叩ch hng ti畛m nng. Nh動ng c叩i g狸 坦 kh担ng ph畉i vouchers
  • 30. We the product makers should trust ourselves too.. Ni畛m tin c畛a ch鱈nh ng動畛i lm Ni畛m tin cho s畉n ph畉m Ni畛m tin c畛a ng動畛i d湛ng
  • 31. For the Happiness of Customers

Editor's Notes

  • #6: Vietnam: Traditional retail still dominates.Vietnam is in 23rd place, and is still attractive, with an expected market size of $113 billion by 2012 and a growing population of 88.9 million. Vietnam officially opened its retail market to international entrants with 100 percent foreign capital in early 2009, at the height of the global economic crisis, when many multinational companies were taking a more conservative approach to expansion.http://www.atkearney.com/index.php/Publications/retail-global-expansion-a-portfolio-of-opportunities2011-global-retail-development-index.html
  • #20: 悪鞄畉o壊叩岳看稼禽顎霞鉛馨界湛稼乙厩畛i禽霞稼温恢霞岳艶
  • #27: Myth of Trust d畛t畉o, Trust th狸kh坦. C畉hai畛uc畉nthi畉t, Myth of Trust trongt畛nggiaio畉n, Trust th狸trongc畉qu叩tr狸nh.C叩cc担ngty Internet VN h畉uh畉tch畛x但y動畛c Myth of Trust, ch畛kh担ngph畉i Trust. X但y動畛c Trust ch畛c坦c叩cc担ngty達t畛nglmretailer.thegioididongtikinhommuaTh畛igianx但y Trust l但u hay ch坦ng, ph畛thu畛cvoth畛igianx但y: Policy v Progress