This document discusses trends in the Vietnam retail industry. It emphasizes that retailers need to provide an omnichannel experience to meet consumer demands for convenience. Personalization is also important - retailers should collect customer data to send targeted offers and drive in-store traffic. Having a welcoming store environment is crucial to converting browsers into buyers. The document provides advice from industry experts on using customer data to build relationships and understanding consumer preferences.

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5. 5© 2016 Hanel Software Solutions – Proprietary and Confidential
THE FUTURE OF
VIETNAM RETAILIndependent retailers have more to manage than ever: demanding customers
with personalized needs, copious amounts of data to sort through, and the
pressure to be “omnichannel”, frantically competing with big-box stores and
eCommerce giants by selling products on as many channels as possible.
It can get a little overwhelming.
Luckily, there are ways to handle and thrive in the ever-changing retail
environment. We’re here to point out the major trends of 2016 and show you how
to navigate them.

6. OMNICHANNEL
IS THE NEW NORM.
GET ON BOARD.

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The typical 2015 consumer’s thought process
goes something like: “I want what I want, when
I want it, where I want it, in the way I want to
buy it.”
Okay, maybe that’s a bit of an exaggeration,
but we’re probably not that far off the mark…

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9. 9© 2016 Hanel Software Solutions – Proprietary and Confidential
Dang Viet Hung
@skii.net.vn

10. IN 2015, A POSITIVE
IN-STORE EXPERIENCE IS
CRUCIAL.
CUSTOMERS NEED A
REASON TO BUY FROM YOU.

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By creating a welcoming, positive environment
in which customers are easily able to get the
products they want and the help they need, you
create a competitive advantage to being an
independent retailer.
Build and emphasize these relationships with
your customer base using the tools at your
disposal.

12. “You can do promotions and marketing
gimmicks until the cows come home
but if you haven’t done all you can to
convert those customers who are in
your four walls – the only place you
can truly affect your sales – from
lookers to buyers, then you are like a
poor marksman constantly missing the
target.” Bob Phibbs,
@TheRetailDoctor

13. PERSONALIZATION
AND CUSTOMIZATION
AREN’T ADDED BENEFITS
ANYMORE.
THEY’RE ESSENTIAL.

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• Collect all the customer data you can get.
• Use this data to personalize marketing
campaigns that drive traffic into your store.
• Use your retail technology to keep track of
customer purchase history.
• Arm your salespeople with this data so they
can keep track of past purchases and build
personal relationships with customers.

15. “It’s hard to remember
everything. Tracking customer
information allows us to build
relationships without having to
remember all the details
ourselves. It’s amazing what
that can do to drive sales.”
Van Le
Owner, Insiders Fashion

16. LOYALTY CARDS
ARE GOOD.
PERSONALIZED
OFFERS ARE BETTER.

17. 17© 2016 Hanel Software Solutions – Proprietary and Confidential
Loyalty programs for frequent buyers have
dominated the customer relationship
management landscape in retail.
You can’t settle for one general plan anymore.
Customers expect personalization, so make it
work for them.

18. 18© 2016 Hanel Software Solutions – Proprietary and Confidential
Use retail data to personalize coupons and
promotions.
For example, run a report to find your Top 250
spenders in a certain area of your store. Then,
send them a coupon for items within that area.

19. “Ask yourself: What’s happening in
my community, in my category and
in my channel? What pain or
friction are my shoppers dealing
with right now? What can I do to
ease it or just make them happier?
And how will this lead to them
choosing our store?”
Charmaine Cheah
SVP Golden Scoop Sdn Bhd, Scoop & Scoop Pte Ltd

20. “Consumers don’t care about
tags like ‘omni’ – what they care
about is being able to purchase
the products they are looking
for on their own time, from
anywhere, on any device.”
Susan Liow
Sales Director, Superga Singapore

21. 21© 2016 Hanel Software Solutions – Proprietary and Confidential
iZi App Store / Theme Store
iZiSell open the API to allow
unlimited extensibility
iZi Developer / Designer
Programme
iZiSell makes sure our
technology/marketing
partners have the ability to
scale along with us
as a platform

22. 22© 2016 Hanel Software Solutions – Proprietary and Confidential
iZi App Store / Theme Store
iZiSell open the API to allow
unlimited extensibility
iZi Developer / Designer
Programme
iZiSell makes sure our
technology/marketing
partners have the ability to
scale along with us
as a platform

23. THANKYOUVERY MUCH
www.izisell.com