WINNING THE TRUST

Entering a new market is always challenging, but VinFast wants to change the game altogether with its radical and unique sales points

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One of the most important aspects of being an automotive business is the customer facing process, and just how their experience is every time they visit a showroom, and one of the pioneers of an entirely new concept of interacting with their customers and selling their products is VinFast.

Their customer-centric ecosystem is genuinely unique, and has been deliberately designed to dismantle the decades-old norms of vehicle purchasing. VinFast recognised that their true barrier to market entry and expansion wasn’t their products which have all the qualities, be it technologically advanced or offering competitive performance, but the quality of a customer's initial experience. And for a brand that has just entered the Indian market, their approach is rather radical, and bold, enough that it may push an industry wide shift.

The journey of every new VinFast customer starts in the digital realm, seamless and transparent. And this plays a massive role in India's dynamic and digitally native population, especially in urban centres. The 3D configurations allow customers to explore every single detail of their preferred vehicle in detail. Even with the transparent pricing structure or the ease of accessing these vehicles on their smartphone, VinFast understands the need for a physical, tactile experience, for a majority of customers. But the showrooms are a completely different approach, instead of expansive areas filled with vehicles, VinFast has developed a new type of model, called ‘Experience Centers’. And the message is clear, VinFast doesn’t just sell cars, they sell an ecosystem built around the customer. Calm, confident and reliable.