In this version of Weekly Focus APAC: SEA customers find the joy of automatic participation; Wal-Mart Taps Blockchain for food safety in China; Tmall goes English for global traders. Vietnamese Airlines looks forward to the customer experience data designed; LaZada joins Alibaba's IP protection platform.
SEA customers find the joy of automatic sharing
If implemented well, automatic interactions with brands will delight 68% of South East Asian consumers.
In fact, 45% of respondents in the region expressed their preference for interacting with computers, compared to 23% of consumers in Japan who indicated that, according to the Adobe Index. Southeast Asia's comfort in handling machinery contrasts with other regions where more than half of consumers favor human interactions, the report notes.
The index surveyed 10,000 people in Southeast Asia, which was part of eight global markets evaluated in the study, including India, Australia and the United Kingdom.
In 79%, Indian consumers were more positive about interacting with automated services if they were implemented well. Australians, at 57%, were less receptive to such customers.
Southeast Asia was also more impressed with future innovations that could help them save time. About 49%, for example, will be happy with government services that have automatically updated their address changes across departments as well as 48% of shoppers with smart or unmanned shops that do not have departure lines.
Others were impressed by experiences that provided convenience, such as 51% who used mobile applications to energize museum objects, and 50% who used applications as hotel keys and booking.
However, Southeast Asian consumers were not affected by the hidden costs of interacting with brands. For example, 52% did not classify market vendors without a high returns policy, while 48% cited travel purchases that failed to highlight the cancellation policy before buying online as a bad experience.
"With the penetration of mobile phones across the region, the adoption rate and digital transformation are now unmatched," said Scott Rigby, Head of Digital Media, Adboe, "What we're seeing here is a unique opportunity for brands to experience, as South East Asia consumers leap through stages Adopt technology to become the first adopters of technological progress when it comes to brand experiences.
"We see tremendous potential for what brands can do to make their customers happy with technology, whether they put self-government in the hands of consumers to access their own interactions or enhance brand experiences with technology." However, with high expectations, enterprises need to ensure that their innovative experiences Well. "
Wal-Mart Blockchain taps for food safety in China
Supermarket chain has engaged in many partners to launch a platform powered in the blockchain chain in China are tracking fresh products as they make their way across the supply chain.
Formed on the Walmart China Blockchain Traceability platform, it has already been tested with 23 production lines and was expected to be applied to another 100 production lines by the end of 2019. It includes more than 10 product categories including rice, fresh meat, mushrooms and cooking oil.
The supermarket operator said Plockin will track half of the fresh meat sold in its class, while 40 percent of canned vegetable sales will be monitored on the platform. It will also track 12.5% of the seafood sold in its class by the end of 2020.
Walmart China said the platform was built on VeChainThor Blockchain and other partners involved in the publishing process, including PwC, China Chain-Store & Franchise Association and Inner Mongolia Kerchin.
The blockchain system will allow customers to check products required to access information about fresh products, including product source, product inspection report, and site received by Walmart.
The company said more data would be collected and made available on the platform.
"Wal-Mart has continuously invested in the entire supply chain, starting with the procurement and commodity strategy, building the supply chain, managing the operation and storage of the e-commerce platform," Wal-Mart's chief corporate officer Shi Jiaqi said. To improve efficiency and transparency, provide high-quality products and services to customers and make life better for busy families in China. "
Vietnamese Airlines looks forward to customized customer experience data
Vietnam Airlines is looking to capture and analyze customer data to provide more detailed participation for its 22 million passengers annually.
By working with Seller Qualtrics customer analytics data, Vietnamese Airlines published dynamic tools to collect data on the Qualtronics Customer XM platform to identify new perspectives for customer experience. These site feedback included real-time feedback capabilities and QR code that meet customer preferences for these options in markets such as Singapore and China.
The customer insights were then presented in role-based information boards, which Vietnamese Airlines can access via any device, in real time. Its staff in more than 20 markets can collaborate on the platform and apply filters to focus on specific moments, such as bookings, check-in and online bookings.
Vietnam Air Service Director Ngo Hong Minh said he could now collect and respond to customer responses within weeks, compared to months before Qualtrics was published.
"The speed with which we are now able to work, coupled with the ability to gain new insights from our passengers, is a key factor for us." Vietnam Airlines is able to obtain customer insights, which are very important inputs for creating great experiences Customers. "
"Combining Qualtrics CustomerXM's experience data with operational data has inspired a number of changes to the customer experience we have created on Vietnamese Airlines, from the food and drink we offer to conversations at check-in."
Tmall goes English for global traders
Tmall Global has unveiled its first English-language website in an effort to attract more international traders to its e-commerce platform.
The site currently has 20,000 international brands across more than 4,000 product categories and 77 markets. The new online portal aims to make Tmall "more attractive" to young and medium-sized as well as nice brands from other countries, said the Chinese online market, which is Alibaba's parent company.
The English site provides instructions on how to open a major Tmall Global store and access direct import tools such as Tmall Overseas Fulfillment, launched last year as a low-cost tool to help international traders start selling to consumers in China.
The site also provides tools to simplify the process of joining Tmall Global, allowing retailers looking to open a major store in the market to fill out a survey and provide basic information about their business operations. This information will be identified, and successful applicants notified, within 72 hours.
Traders will also be advised how to improve their platform operations when setting up their main store on the market.
Tmall Global's Deputy General Manager Yi Qian said: "Tmall Global's mission is to connect high-quality global brands around the world with Chinese consumers, and we believe that launching this website in English will accelerate the process of trademarks and merchants to offer their products to Chinese consumers. Expanding our reach to traders, especially for small and medium sized businesses around the world.
The company said it has plans to launch its gateway in other languages, including Spanish, Japanese and Korean.
Lazada joins the Alibaba platform to protect intellectual property
The Southeast Asian e-commerce player has joined the parent company Alibaba's Intellectual Property Protection (IP) Platform Platform, an online processing system that enables brands to request removal of infringing products from the online marketplace.
Before that, retail brands have to file their claims via e-mail, according to the Lazada Group, which operates in six markets across the region.
"We firmly believe that enhancing reliability and confidence in the e-commerce environment is the key to accelerating progress in the region," said Pierre Puigant, chief executive officer of the company, "The protection of intellectual property is a priority in Lazada and the launch of the IP platform for Lazada is part of our ongoing effort to work together. With trademarks to ensure the implementation of intellectual property policies. "