FOCUSING ON CUSTOMER EXPERIENCE IS THE TREND OF HOUSING DEVELOPMENT

Focusing on improving the quality of customer service to overcome the difficult market period and continue to grow in the future was the message that all four speakers representing the project developers confirmed during the session of discussing the topic of "Contriving flexibly" in the Real Estate Conference 2020 held this morning by Forbes Vietnam.


The speakers at the discussion session all expressed optimism in their assessment of all housing market segments for the past nine months, thanks to the relatively good control of Covid-19 epidemic by the Vietnamese government. Mr. Andy Han Suk Jung, General Director of SonKim Land affirmed that their new project in the area near Thu Thiem 2 Bridge started to see many results since early October, especially when people tended to invest more in secured asset types in the context of the crisis.
 

Speakers at the discussion session of " Contriving flexibly", from left to right: Ms. Bui Nguyen Huyen Trang - JLL Vietnam; Mr. Angus Liew from Gamuda Land; Mr. Andy Han Suk Jung from SonKim Land; Mr. Jason Turnbull, Masterise Homes and Mr. Nguyen The Nhien from Hung Thinh Land.


With the same point of view, Mr. Jason Turnbull - Deputy General Director and CFO from Masterise Homes said that the demand for the high-end housing segment in Vietnam was huge. "Everyone has received quite well our projects for the past time, even waiting for more projects to be launched in the future. We are confident that in this fourth quarter and the first quarter of the following year there will be new projects launched to the market" said by Mr. Jason.

In response to the main question of the session – the given policies and solutions to overcome difficulties during the epidemic, Mr. Nguyen The Nhien - Deputy General Director of Hung Thinh Land - representing the project developer in the mid-range price segment said that there were two main solutions being applied, they are to diversify product packages and launch many projects in many different models such as apartment, bare land product, condotel or resort real estate segment.

At the same time, this Corporation divided into many different payment packages so that "any customer can buy our products". Mr. Nhien also said that they integrated technology into the system to create opportunities for customers to easily access and buy products.


In the high-end segment, project developers expressed their views that they would not lower prices or offer promotional programs to attract customers but were committed to the quality of service worthy of the brand and amount of money customers spent. "We focus on conveying the spirit to our products and show our customers that they will be proud of their investment in this property in some coming years," SonKim Land General Director said.


In preparation for bringing new products to market in the future, each project developer selected differently.

SonKim Land and Hung Thinh Land said that they focused on technology to enhance the convenience of customers when coming home with smart apartment system, and at the same time improve the quality of living space when the epidemic forced everyone to stay at home more than installing automatic ventilation system and virus blocking system indoor.

Gamuda Land's General Director Angus Liew said the Corporation would soon launch a virtual space where customers can view the home, experience the home space, interact with sellers. "A virtual space where customers do not need to directly experience everything as they are, and this solution will be applied across our projects globally," Mr. Angus confirmed.

Predicting the potential of the market, a representative from Gamuda Land pointed out that the trend of foreigners coming to Vietnam to buy houses would continue to increase as trade war increased and factories move to Vietnam more and more. This meant that the potential of the housing market for foreigners would be growing.

In the domestic market, Mr. Liew also gave an optimistic view when people's income had been increasing and the population was large, and openness in bank loans, especially among young people was increasing.

Các diễn giả khẳng định việc tập trung vào khách hàng là yếu tố quan trọng nhất để các doanh nghiệp vượt qua khó khăn trong dịch bệnh và tiếp tục phát triển bền vững trong tương lai.
The speakers affirmed that the customer focus was the most important factor for enterprises to overcome difficulties in the epidemic and continue to develop sustainably in the future.

For SonKim Land, the support system provided buyers with the product lifecycle. "If customers have paid a huge amount to own a high-end real estate, they must enjoy the best services", the head of SonKim Land said.

Gamuda Land representative shared that they owned a staff in charge of customer relations to support from start to finish, even assisting customers to lease or resell the apartment after handover. "The bottom line is to provide a service even after you make a sale," Mr. Liew concluded.

Deputy General Director Nguyen The Nhien from Hung Thinh Land gave the message that was to closely follow and handle all customer feedbacks or problems. "Hung Thinh is confident that we understand the market, understand customers and will continue to closely follow the needs of customers to provide them with the best services," he said.

 
Theo forbesvietnam.com.vn