Twenty years of Forrester research has shown that improving the customer experience is one of the most effective ways to build retention, stimulate enrichment, and generate advocacy that drives revenue. In contemporary hospitality industry, hotels need to deliver more than just the basics of a comfortable bed and clean accommodations. Today’s hospitality customers are constantly changing their definition of an excellent experience. Hotels, instead need to learn how to harness customer data and insights to ensure their ability to keep pace with changing customer expectations and elevate the guest experience.
All around customer experience is the concept of customer journeys. Hotels used to focus on improving customer touchpoints, but in order to satisfy the customer needs, hotels typically need more than one touchpoint to create overall customer satisfaction. Unfortunately, limited comprehension of the topic still exists among local industry practitioners. For that, the report is aiming to provide a comprehensive overview of existing knowledge of customer experience management (CEM), contemporary information on trends and practices adopted by international hotel brands around the world.
This Report is published in Vietnamese only.
What’ll you learn from this Report
1. A comprehensive overview of the key elements of CEM. 2. The context and expectation of hospitality customers. 3. Obstacles to delivering excellent customer experiences. 4. Best practices for creating customer experiences adopted by international brands. 5. Trends and practices in creating excellent customer experiences. 6. Hospitality experiences from customer perspectives.
The sharing economy continues to gain momentum, a new wave of peer-to-peer is shaking up many sectors. Whether borrowing goods, transports, leasing office, renting homes in exchange for money, consumers are showing a robust interest for the sharing-based economy. Ten years ago, the idea of staying in someone’s house while on holiday would have been completely straight. But as the world continues to evolve, so does the way we live, work and travel. The concept of home sharing is not new but its recent emergence in Vietnam has brought a new and exciting element to Vietnam hospitality industry.
While Airbnb is a worldwide platform – with more than 5 million listings across 191 countries, Airbnb is still considered as a newbie in Vietnam market. From 6,500 listings in 2016, Airbnb has grown to more than 16,000 listings as of spring 2018 and become the major player of this segment. Nielsen Vietnam noted that 76% of Vietnamese like using “shared products and services”, compared to 66% globally, and this has created a positive image for the homesharing phenomena. This report draws the portrait of homesharing in Vietnam through Airbnb platform, in which the context of this phenomena, profiles of hosts and guests involving in this peer-to-peer business are highlighted.
This Report is published in Vietnamese only.
What’ll you learn from this Report
1. The definition of homesharing as a part of the sharing economy 2. A brief picture of Airbnb development over the last decade 3. A distribution map of homesharing popularity across Vietnam 4. A description of Airbnb community in Vietnam through genuine figures 5. Profile of Airbnb hosts in Vietnam 6. Profile guests using Airbnb as an alternative for traditional forms of accommodation
Vietnam Tourism Trends 2021 report is published by The Outbox Company – a pioneer research & consulting firm specialized in tourism and hospitality in Vietnam.
Insight Snapshot “Vietnamese Travel Behaviors – Summer 2021” will help readers to:
1. Understand travelers’ behaviors at each time: before, during, and after traveling. 2. Find out the decisive factors of traveling which divided by each Gens (X, Y, Z). 3. Capture key findings exported from each group of researched factors.
Language: English
What you will get from this Insight Snapshot
1. Vietnamese Travel Behaviors 2. The behavior of package tour travelers 3. The behavior of independent travelers
The report “Korean destination image in Vietnamese visitors’ perception” is published by The Outbox Company, an independent research &consulting firm specialized in tourism and hospitality in Vietnam.
The report provides an overview, along with analysis of the characteristics and factors that built the destination image in visitor perception. This image influences tourist behavior, the decision to choose a destination and satisfaction through traveling. Therefore, understanding visitors’ perception of a destination is essential to forecast tourism demand as well as its impact on that destination, and helps managers have a more effective plan of building a positive image and effective marketing strategies.
In addition, to illustrate tourist perceptions of a destination, the report also explores factors that make up the perception of Vietnamese tourists about the image of Korean, a destination many Vietnamese like.
Language: English
What you will learn from this report
1. Destination image and its impact on visitor behaviors and marketing activities. 2. Image of Korean destination in Vietnamese visitors’ perception.
“Research on mobile device usage habits of Vietnamese Millennials travelers on their travels” report is conducted by The Outbox Company – an independent research & consulting firm specialized in tourism and hospitality pioneering in Vietnam.
This report is undertaken with the aim of analyzing and describing mobile phone usage behaviors of Vietnamese millennials generation when traveling.
Moreover, the topic A Journey of Me from the research of Amadeus (2017) with the important impacts on converting the tourism industry to gain more profound insight into travelers at each touch-point in their journey is also an inspiration for us to conduct analyses in the report.
Language: English
What you will learn from this report
In 2019, Vietnamese Millennials (from 26-35 years old) accounted for 25.5% of the entire population. Millennials are inducing an enormous change to the tourism industry. To understand exactly how Millennials are doing this, Destination marketing organizations (DMOs), as well as travel service providers, truly have to grasp this tourist group’s characteristics and psychology by considering the events which influence them, their values and their consumption choices for service products which are not related to the tourism industry. Besides sharing certain characteristics, Millennials from different areas of the world have different behaviors and favorite experiences and Vietnamese Millennials are no exception. Economic, social and cultural characteristics have made differences in their behaviors and experiences when it comes to work and also travel.
The journey to grasping mobile device usage habits of ‘ME’ – Vietnamese millennial travelers comprises:
1. Understanding ‘ME’ (chief characteristics of Vietnamese millennial travelers) 2. Inspiring ‘ME’ (how Vietnamese Millennials seek inspiration and information on their travels) 3. Connecting ‘ME’ (how Vietnamese millennial travelers get their mobile devices connected) 4. Caring for ‘ME’ (what Vietnamese millennial travelers use mobile devices for on their travels)
First mentioned in 2009, solo travel has become one of the most popular travel trends worldwide in the past recent years. From January 2015 to December 2017, the number of people searching for “solo travel” on Google increased by 40%. So, how does this trend affect Vietnamese travelers? How big is the market for solo travelers? And in the future, will traveling alone become a prominent trend in Vietnam?
With the aim of understanding and assessing the phenomenon of solo travel trend of Vietnamese travelers, Outbox Consulting – a pioneer company in consulting and researching on destination management in Vietnam cooperated with Traveloka – a leading online travel platform to release research report on “Solo Travel: Rising trend among Vietnamese travelers”. The research involved both qualitative studies targeted travel and tourism service providers and quantitative studies developed by The Outbox Company in conjunction with Traveloka to distribute the online questionnaire link to more than 1,000 Vietnamese people who have traveled in the last 12 months. Accordingly, Outbox had analyzed and brought out a deeper perception of Vietnamese travelers towards this trend and the potential of this type of tourism among local travelers.
Language: English
What you will learn from this Report
1. Solo Travel Trend 2. What Vietnamese think about traveling solo?
Stage of Going Green Movement among Hotels in Vietnam research report is conducted by The Outbox Company – an independent research & consulting firm specialized in tourism and hospitality pioneering in Vietnam, and Informa Markets (Vietnam) – the world’s leading exhibitions organizer.
“Going green” has been a global trend for several years to help protect the environment and sustain its natural resources for current and future generations. It is also quickly becoming an imperative priority for lodging leaders and hotel business around the world. However, ‘Going green’ topic in Vietnam lodging sector has still been overlooked in both academics and practical implications.
Therefore, we decided to carry out this research with the desire to support hotels & resorts in Vietnam to have an overview of this trend in the new era and see potential approaches to apply green initiatives in their properties. The report results are given from in-depth interviews with several General Managers of 3-5 stars hotels including local independent hotel, domestic and international chains at 3 big cities in Vietnam (Ho Chi Minh City, Hanoi and Danang).
Language: English
What you will learn from this report
1. “Going Green” perception of General Managers 2. Current Green Practices of Hotels in Vietnam 3. Changing in global green practices 4. Opportunities and challenges
The COVID-19 pandemic brings Vietnam outbound travel to a standstill. As this unpreceded situation happened, it not only severely hit the tourism industry, but also caused a sudden shock in the traveler’s community. The recovery in outbound tourism follows a weak 2020 and 2021, where lower traveler confidence and strict COVID-19 measures saw numbers shrink to a fraction of what they were in 2019. However, with restrictions now eased, and confidence returning, projections for 2022 and beyond are much brighter.
Vietnam Outbound Travel Insight Report investigates pre-trip travel preferences, planning behavior, spending behavior, and especially overseas travel behaviors of Vietnamese tourists post-COVID-19. With those data and insights from the report, Outbox aims to explore some of the latest changes in overseas travel behaviors of Vietnamese tourists post-COVID-19 by the recent survey conducted among 900 samples of adults with average age distribution from 18 – 55 who traveled overseas in the last nine months.
From there, travel businesses and tourist destinations can have the basis and understanding of the Vietnamese Outbound Traveller behavior when resuming tourism activities in 2023, and preparing, making smarter decisions for the upcoming summer tourist season to grow your business.
What you will learn from this report Vietnam Outbound Travel Insight Report has 4 main groups: 1. Unprecedented Pent-Up Demand Drives Outbound travel recovering faster than forecast 2. How Vietnamese Travelers reconnected with Outbound Travel 3. Where did the Vietnamese Outbound Travel before and after Covid 4. What will the Post-COVID Vietnamese Outbound Travel look like
Recently, travel has become an essential demand for Vietnamese people, especially outbound travel. According to Asean.travel statistics, there were 8.6 million outbound trips from Vietnam in 2018. This growth is evaluated as a result of many socio-economic factors impacted, especially the emergence and rapid growth of the middle class (MAC – those with incomes of VND 15million per month or more). Besides, nearly 60% of Vietnam’s population under the age of 35 with better education and income than previous generations is also one of the factors for this development.
With rapid growth, the Outbound Vietnam market is considered as a potential rival to develop into a large tourism market in Southeast Asia and forecasted to surpass Thailand in the next decade.
Vietnam Outbound Travel Trend Report 2019 will clearly portray a picture of Vietnamese travelers while traveling abroad and introduce interesting perspectives to travel suppliers in the Outbound travel segment in Vietnam.
This Report is published in Vietnamese only.
What you will learn from this Report
1. Overview of Vietnam Outbound Travel Trend 2. How do Vietnamese people choose a travel destination? 3. What do Vietnamese people do when traveling abroad? 4. Vietnamese people expenditure trend when traveling abroad
Covid-19 is a global crisis of the world tourism industry, no country or destination is not affected by this pandemic. In some ways, Covid-19 almost brings the tourism industry of the countries, destinations around the world back to the starting line, the gaps in the speed of development or industry development levels have become less significant. In this context, destinations that prepare themselves for a more accurate and effective strategy or solution will have many opportunities to rise up in the context of a competition that is expected to be “fierce” between the tourism industry of the countries or even among the localities in the goal of becoming the next destination of tourists.
It can be said that the role of destination management agencies (DMOs) in Vietnam has never been as important as it is now. The directions, strategies or solutions given by the DMOs will not only determine the resilience of the destination market, but will also be crucial for tourism businesses in recovering business activities.
The Vietnam Tourism Destination Post Covid-19 Recovery Plan is implemented with the desire to support local destination management organizations in Vietnam during the recovery of the tourism industry. We hope that the studies and recommendations proposed in the report will be useful for the destination management board in building appropriate and effective solutions for their areas. From that, we can together bring tourism activities back into normal orbit as soon as possible.
This Report is published in Vietnamese only.
What you will learn from this Report
1. Existing issues that are likely to impact the resilience of the tourism destinations in Vietnam after the pandemic. 2. Practical actions that Vietnamese tourism has taken during the pandemic. 3. The changes in the tourism market after Covid-19. 4. Solutions & recovery plan for tourism destinations in Vietnam.
The pandemic crisis has paralyzed the tourism of many countries in the world during the period 2020 – 2021, so many countries in the world, including Vietnam, are not only expecting a positive recovery in 2022. After two long years of the pandemic and the first year of the recovery process, the response of the government in general and businesses in particular shows that the market and authorities are learning to deal with the pandemic and adapt to the ‘new’ normal. As a result, domestic and international tourism in Vietnam experienced a significant recovery in 2022 from the historic low recorded in 2021.
The Vietnam Tourism Outlook Report summarizes the big picture of Vietnam’s domestic and foreign tourism in 2022, A YEAR OF AN EXCITING BUT CAUTIOUS TOURISM RESTART. With the data and insights from the report, Outbox aims to find some important insights to help businesses have more pieces in the journey of understanding customer insights.
According to research data from the Vietnam Tourism Outlook Report, travel agencies and tourism destinations gain a panoramic view and a better understanding of tourists’ behavior to create new experiences – an extraordinary experience for products and services provided to tourists. And above all, timely prepare better plans, and make appropriate decisions to develop business for business in the bustling summer tourism period of 2023.
Language: English
What you will learn from this report
The lookback – Overview of Vietnam’s tourism industry 2022
In 2019, the tourism industry witnessed many changes along with various new trends. Accordingly, the year 2020 will continue marking some significant changes in the industry affecting by the technology innovation, as well as the higher responsibility and strong connection among travelers, destination and local people.
If 2019’s travel activities were dominated by the dream destination and vacation images on Instagram, 2020 will witness the rise of slow travel, as a way to regain energy after the daily working life. The influx of tourists is expected to shift from traditional, crowded destinations to new, lesser-known destinations. In addition, travelers tend to invest more in experiences where they can learn and discover themselves while showing respect for the environment and the local community.
It is undeniable that the movement of tourists will continue to grow in the new decade and so do the tourism industry. However, one thing is for sure, tourism, like we used to know, will not be the same. The tourism changes and trends in 2020 will come in many different forms and aspects – all driven by the needs of consumers. The Vietnam Tourism Trends 2020 report summarized some of the most important and relevant tourism trends in Vietnam that we believed had an impact on tourism in the new decade.
We hope that this report will help the destination management organizations and travel businesses getting a more comprehensive and in-depth look at the tourism market in 2020, to catch the trend to grow and prepare for the next decade as well.
Vietnam Tourism Trends 2021 report is published by The Outbox Company – a pioneer research & consulting firm specialized in tourism and hospitality in Vietnam.
The report is a comprehensive study and analysis aimed at providing an overview of the Vietnamese tourism market, tourism trends and changes in 2021 due to the long-lasting effects of Covid-19 from 2020.
Language: English
What you will learn from this report
A look back on 2020 – a year of constant change requiring short-term responses, and a year that negated previous forecasts of a new surge in tourism trends.
In the initial half of 2023, Vietnam’s tourism sector saw a robust resurgence, with international tourist arrivals reaching 5.6 million, accounting for 65.7% of the 2019 figures. Despite the challenges of inflation and escalating living expenses, travel demand is still high. The pace of recovery in Vietnam’s tourism sector has outstripped projections, offering a more optimistic outlook for the achievement of the 2023 target of attracting 8 million international tourists.
Nonetheless, there are still hurdles to overcome in Vietnam’s tourism sector, including high travel expenses, restricted aviation connectivity, and a yet-to-be-fully-recovered Chinese market.
The “Vietnam’s State of travel H1 – 2023” report provides a comprehensive analysis of the performance of Vietnam’s tourism industry from both supply and demand perspectives. It also includes a comparative assessment of Vietnam’s recovery efforts relative to other regional destinations.
Language: English
What you will learn from this report
1. Recovery of the tourism market 2. Outcome of the travel supply chain operations 3. Travel behavior of Vietnam tourists
Vietnamese Travel Behavior Tet 2022 report is the first module in Vietnam Travel Tracker research conducted in March 2022, focusing on investigating pre-trip travel preference, planning and booking behavior, and spending behavior of Vietnamese travelers.
With those data and insights from the report, Outbox aims to provide an overview of Vietnamese travelers, especially their travel behavior during the peak Tet tourist season. From there, travel businesses and tourist destinations can have the basis as well as the understanding of the Vietnamese’ travel behavior when resuming tourism activities in 2022, and preparing for the upcoming summer tourist season.
Language: English
What you will learn from this report
Vietnam Travel Behavior Tet 2022 report has 3 main groups:
Tourism is heavily affected by Covid-19, but it is also one of the first sectors forecasted to be recover after the epidemic. According to WeSwap, the largest travel currency exchange company in the UK, Vietnam is among the top countries that can reopen the tourism industry. However, one certain thing is that the tourism industry will not be the same anymore due to the consequences of the disease on the psychology and economy of tourists. A number of new trends in travel planning will emerge from the second half of 2020.
So how to catch up with new trends, understand the market and capture the intentions and behavior of customers after the pandemic?
With the desire to support local tourism businesses in understanding the market to build up an appropriate and effective recovery solution after Covid-19, The Outbox Company carried out a quick survey on nearly 1,000 Vietnamese about their travel intention in the second half of 2020. In the survey, we aimed to find out the changes in the customer’s plan and behavior.
Language: English
What you will learn from this report
This report will reveal useful and interesting data and analysis of Vietnam’s travelers, including:
1. Vietnamese travelers’ characteristics. 2. Vietnamese travelers’ behavior and plan in the second half of 2020.
