I have probably 20 different discount cards in my purse. Usually I collect stamps and have to give the coffee shop, supermarket or what ever my email, phone number, address. That's what the text book says: Collect customer data.
Unfortunately the 2nd edition seems not available in Vietnam (as in many other countries as well) or it's just to expensive: It's the one that tells you what to do with this data.
Today I got a email from Just Men Spa. I was a customer until one day I got the worst service ever (yes Tim, I learned my lesson). I complained, they send me an email and apologized in a very general way - and that it. Today they told me they have a new email address.
For any reason businesses are trying to avoid any direct contact with customers. Again, not only in Vietnam. What's the reason for that? They just don't care? They don't know how to do? It's to expensive?
Technology nowadays makes it so convenient and easy to communicate with your customers in an individualized, personalized way - but instead companies throwing all the money into advertising and - in Vietnam - promotion girls.
I guess, we have to develop this market.
My Dog Pimmy
12 years ago
3 comments:
Yes I had a terrible time at Just Men, "where men are treated like kings". The last king to get treated like that was Charles II.
Customer relations in VN has a long way to go, though to be fair they have yet to go down the faceless outsourced call centre route that causes so much bad feeling in the UK.
My favourite is Da Vincis Pizza. As soon as they see my number they know it's me, their staff are bright, enthusiastic and helpful, and after 10 orders I'm now ready to claim a free pizza from them. A fine and all too rare example of a business getting it right.
Hi Thomas, please don't mind for my comments on your page. I am just an enthusiast of anything relate to Saigon and Vietnam in general.
Transitioning from a closed door economy, Vietnam has a mentality of cautious and like to get the most money out of customer and vice vesa (customer would bargain for the lowest price they can). The mindset of customer service is just starting due to a growth in more middle-income class and they want the services.
Give it time and they will realize customer services are the key to business. Or better, be the first one to jump right in that lack of customer services factor and be successful.
Sincerely
Hi Thomas, please don't mind for my comments on your page. I am just an enthusiast of anything relate to Saigon and Vietnam in general.
Transitioning from a closed door economy, Vietnam has a mentality of cautious and like to get the most money out of customer and vice vesa (customer would bargain for the lowest price they can). The mindset of customer service is just starting due to a growth in more middle-income class and they want the services.
Give it time and they will realize customer services are the key to business. Or better, be the first one to jump right in that lack of customer services factor and be successful.
Sincerely
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