1. Why is consumer behavior changing?

The development of technology, the entry of Gen Z and Gen Alpha into the market, along with changes in lifestyle have reshaped the way Vietnamese people consume. Modern consumers not only look for quality products but also want personalized experiences and transparency. Here are 05 key consumer trends that businesses need to grasp:

1.1. Consumers care about experiences, not just products

Today's customers not only care about product quality but also appreciate the complete shopping experience. A user-friendly website interface, fast response time or a personalized thank you message can make a big difference in purchasing decisions. Factors that create a good experience include:

• Friendly website interface: The website needs to be easy to use, load quickly and be optimized for mobile devices. According to statistics, more than 60% of users in Vietnam access the internet via phone
• Fast response: Customers expect a response within 24 hours, especially on channels like Zalo, Facebook or email
• Personalization: A greeting by customer's name or a birthday offer can increase customer retention by up to 20%

Solutions from GTG CRM

You can use a tool like GTG CRM to create a mobile-optimized landing page in just minutes, without knowing how to code:

Freely choose available landing page templates at GTG CRM

You can set up an automatic welcome email or thank you message after customers make a purchase:

You can easily create after-sales customer care emails easily

1.2. Young people buy based on emotions, not just specifications

Gen Z (born 1997 – 2012) and Gen Alpha (born after 2012) are becoming the main consumer groups in Vietnam. They are not only interested in product specifications but are also attracted by brand value. Factors that drive Gen Z and Gen Alpha's purchasing decisions include:

• Brand story: They want to know what the brand stands for, such as protecting the environment, supporting the community or being creative
• Design and experience: A product with beautiful packaging or creative advertising content on TikTok can easily win them over
• Empathy: They prioritize brands that show sincerity and closeness

Solutions from GTG CRM

You can use GTG CRM's AI tool to build content campaigns on platforms like YouTube, LinkedIn, Facebook and focus on brand stories:

GTG CRM's AI tools make it easy to create content and schedule posts

You can schedule regular posts across multiple channels from a single platform to save time:

Schedule posts to social media channels without opening multiple tabs with GTG CRM

1.3. Consumers do their own research but need guidance

More than 70% of consumers in Vietnam do their own research before making a purchase (Source: Google Consumer Insights, 2025). They watch videos, read reviews, or compare prices before contacting a business. However, they still need timely support to make a decision. You can support your customers in the following ways:

• Provide clear information: Create content like blog posts, how-to videos, or FAQs to answer questions
• Specific CTAs: Call-to-action buttons like “Free consultation” or “Get a quote” make it easy for customers to take the next step
• Follow-up at the right time: A gentle reminder email after a customer downloads a free document can increase conversion rates by 15%

Solution from GTG CRM

You can use GTG CRM to track customer behavior and send timely support:

End the situation of not being able to track customer data status with GTG CRM's features

1.4. Loyalty comes from after-sales care

Today's customers not only want cheap prices but also expect a good after-sales experience. GTG CRM suggests a few things you can do to take care of your customers after the sale:

• A sincere thank you: A post-purchase thank you email or text message makes you feel appreciated
• Product support: Detailed instructions or videos help customers get the most out of your product
• Regular offers: Send discount codes or new product information at the right time

1.5. Customers love simplicity and transparency

In a market full of information, customers appreciate brands that are simple, easy to understand and transparent. They don't want to waste time with complicated forms or confusing websites, what customers need is:

• Easy-to-use website: Clear design, fast loading speed, and mobile optimization
• Short purchase process
• Transparent information: Provide clear price list, return policy, or contact information

2. Conclusion

By 2030, the Vietnamese consumer market will continue to change at a faster pace. Businesses that do not adapt to new trends will find it difficult to retain customers. Understanding this, we created the GTG CRM platform. GTG CRM is an all-in-one platform that helps startups, small businesses and individual entrepreneurs easily build their brand, attract customers and develop sustainably without a large technical team or budget. Sign up for your FREE 14-day GTG CRM trial today!