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 seek quality products but also want personalized experiences and transparency. Here are 05 key consumer trends that businesses need to grasp:

Consumers care about experiences, not just products

Today's customers not only care about product quality but also appreciate the complete shopping experience. A 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 mobile phones
• Quick response: Customers expect a response within 24 hours, especially on channels like Zalo, Facebook or email
• Personalization: A greeting by customer name or a birthday offer can increase customer retention by up to 20%

You can use tools like GTG CRM to create a mobile-optimized landing page in just a few minutes, without any programming knowledge.

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

Young people buy based on emotions, not just parameters

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 also attracted by brand values. 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

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

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

Consumers learn on their own but need guidance

More than 70% of consumers in Vietnam research information themselves 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. Here are some ways you can support your customers:

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

You can use GTG CRM to build a smart customer care flow, without the need for manual repetition every day

Loyalty comes from after-sales care

Today's customers not only want low prices, but also expect a post-purchase experience. GTG CRM suggests some things you can do to take care of customers after the sale:

• A sincere thank you: A thank you email or message after the purchase makes you feel appreciated
• Product support: Detailed instructions or videos help customers get the most out of the product
• Appointment reminders: Send appointment reminder emails 1 day in advance to increase response rates and conversions

Emails from GTG CRM templates help you take care of customers effectively, increase satisfaction and experience with the brand

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: Reduce the number of steps required to complete a transaction
• Transparent information: Provide clear price lists, return policies, or contact information

You can use GTG CRM's product introduction page template with a friendly and beautiful interface, you just need to change the content and photos, GTG CRM will take care of the rest

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 brands, attract customers and develop sustainably without the need for a technical team or a large budget.