customer management (vietnam)
DESCRIPTION
CUSTOMER MANAGEMENT (VIETNAM). 01 . 12 . 2011. HR Strategy Team You Ho-Young. AMORE PACIFIC. Self - INTRODUCTION. ▣ You Ho-Young ▣ Vietnam ▣ Customer Management ▣ Diamond Department Store ▣ 5. CONTENTS. 1. Research at Diamond Dep. 2. Compare with Korea. 3. - PowerPoint PPT PresentationTRANSCRIPT
CUSTOMER MANAGEMENT (VIETNAM)
01 . 12 . 2011
HR Strategy Team You Ho-Young
AMORE PACIFIC
▣ You Ho-Young
▣ Vietnam
▣ Customer Management
▣ Diamond Department Store
▣ 5
1Research at Diamond Dep.
2 Compare with Korea
3Plan to manage customers
4 conclusion
라네즈
랑콤
샤넬시세이도
에스띠로더
클리닉
비오템
가네보 로레알 록시땅
오휘후
CK
Cle depeau
Clarine
Merard
페르가모
발리
발렌티노 루비오메가
Kaioo
DKNY
베르사체
행사매대
행사매대
던힐
GuertiainPupaKose
bourjois
CalinDiore
Luce’n LeeCharmes
Unique
Princess
PrimaGold
Golden Dew
ST. Dupont Cititime
EyewearMut
ItailEyewear
Jess -1
Furta
Guess ace
Long champ
Guy Laroche
Braun Buffel
Montbuare
chopard
Piquadre
%
Main entrance 1 (49%)
Main entrance 2 (24%)
Main entrance 3 (23%)
Main entrance 4 (4%)
Customer Entering
400 / hour
라네즈
랑콤
샤넬시세이도
에스띠로더
클리닉
비오템
가네보 로레알 록시땅
오휘후
CK
Cle depeau
Clarine
Merard
페르가모
발리
발렌티노 루비오메가
Kaioo
DKNY
베르사체
행사매대
행사매대
던힐
GuertiainPupaKose
bourjois
CalinDiore
Luce’n LeeCharmes
Unique
Princess
PrimaGold
Golden Dew
ST. Dupont Cititime
EyewearMut
ItailEyewear
Jess -1
Furta
Guess ace
Long champ
Guy Laroche
Braun Buffel
Montbuare
chopard
Piquadre
%
MiyakeBvlgari
Hetmlts
Diemtry
①
②
③
⑤
④
The movement are divided into 5 lines.
The first line : Lancome, Chanel ShiseidoThe second line : Clinics , BiothermThe third line : Othres
Our shop most be moved on the line 1 or 2
Weekday
Under 10 207 3.3%
20~30 4,710 75.7
%
40~50 1,161 18.6
%
Over 60 160 2.4%
Weekend
Under 10 122 3.3%
20~30 2,505 66.7
%
40~50 1,003 26.7
%
Over 60 125 3.3%Time 10am ~
2pm
2pm~6pm 6pm~10p
m
Total
Women 558 440 806 1,804
Men 384 340 546 1,270
Total 942 780 1,352 3,074
Ratio 30.6% 25.3% 44.1% 100%
We should focus on Customer age 20 ~ 30
We must prepare promotion for age 20 ~ 30
We need the relocation of staff from 6pm ~ to 10pm
We must fit up to get customer information from 6pm ~ to 10pm
Men
Women
Average
Residence Time
Item of purchase
Interested in stores
Buy in stores Remarks
18.4min 0.7 2.7 0.6
22.5min 1.1 3.3 0.8
21.1min 0.9 3.1 0.7
Shopping Leader
Division
Vietnam
Men
Women
Average
Residence Time
Item of purchase
Interested in stores
Buy in stores Remarks
45.4min 3.4 5.2 2.4
82.4min 6.5 10.2 5.1
75.7min 5.8 8 4.3
Shopping Leader
Korea
Division
Vietnamese have a purchase target / We need to manage the target of customers
Target marketing
- To propose new promotion
Just one promotion Adapting experience New promotion
- To move shop location on line 2
- To launch new brand
Luxury
Premium
Masstige
Mass
오휘후
CK
%
- Education (Staff must suggest customer-card to customers)
- Relocate staff from 6pm ~ 9pm
- Call center have to check customer’s special day
- Target marketing ( Vietnamese have a plan to buy)
- Customer information should be shared (move to premium brand)
- We must make mass brand customers to sale premium brand
Why we need a bucket of waterto use pump?
My opinion is that we more concern to get customer information than management.
Lastly we suggested to change our shop location and new promotion at last month.
Probably It will be started from next year.
THANK YOU
Q & A