At the Investor Meeting – Summarizing Business Results for Q2/2025, Mr. Nguyen Duc Tai, Chairman of The Gioi Di Dong (HoSE: MWG), shared that the company’s phone and electronics chains will enter a new growth phase, driven by three main factors: enhancing the quality of sales points, after-sales services, and developing the super app.
According to Mr. Tai, unlike the period from 2015 to 2021 when growth relied mainly on the number of stores, MWG is now focused on “quality growth.” Each sales point will offer a wider range of products and services to enhance the customer experience, thereby boosting revenue without the need for extensive expansion.
The most significant emphasis is on after-sales services. While previously, MWG only sold authentic products and provided basic warranties as per the manufacturer’s guidelines, in this new phase, the corporation aims to extend its responsibility throughout the entire product lifecycle of its customers.
Mr. Nguyen Duc Tai stated that The Gioi Di Dong will introduce comprehensive after-sales services to ensure stable operation of their customers’ devices throughout their lifespans. Unlike before, when selling a TV concluded their responsibility, now, as long as the product remains in the customer’s possession, MWG will continue to guarantee its proper functioning. For instance, with air conditioners, customers can rest assured that for four years, any issues will be promptly addressed according to a scheduled appointment.
“Imagine the automotive industry,” Mr. Tai said about the corporation’s new product warranty plan. “Currently, when purchasing a car, customers have to take care of most of the maintenance and replacement themselves. But if there was a company that promised to take care of everything for the next 200,000 km, regardless of the time frame, from changing tires and oil to handling emergencies, customers would have complete peace of mind. This type of service is not yet available in the market, and we aim to be the first to offer it, entering a world of providing lifetime services for our products.”
Additionally, the chairman of MWG compared this approach to the automotive industry, where car dealerships often make significant profits not from selling cars but from maintenance and replacement services during the usage period. MWG intends to apply this model to electronics and appliances, thereby creating a new stream of revenue and profit.
Furthermore, MWG is also pushing its digital platform. The corporation’s super app has generated VND 7,000 billion in revenue in just the first seven months of the year, with a customer database of several dozen million users. This app not only facilitates sales but also connects and cares for the devices customers are using, such as reminding them to upgrade their TVs or maintain their air conditioners, thereby generating additional revenue.
Mr. Tai emphasized that to implement these comprehensive after-sales services, MWG has been preparing for many years with a team of thousands of technical personnel. This strategic direction will help the corporation differentiate itself in the market and open up sustainable profits in the future.
The company affirms that it will not engage in price competition but will instead concentrate on selling “peace of mind, speed, experience, and service.”
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