In the pursuit of winning customers' loyalty, ROX Group has led the integration of technology, consistently enhancing and inventing services to evoke emotional connections.
Impressive Inspirational Journey
Recently, ROX Group was selected by the APEA awards council to be on the list of inspiring brands for 2024. The 28-year-old company has had an impressive journey from Nam Thang Joint Stock Company to ROX Group, a multi-industry investment group.
In 1996, ROX Group, then known as Nam Thang Company, entered the market amidst Vietnam's reform process. Although newly established, many partners call Nam Thang the firefighters because the company's staff are always ready to work at full speed, overcoming production challenges for customers with high demands on progress. Outstanding customer experiences have helped Nam Thang build a reputation and gain recognition from the business community for its organizational capabilities, business management, and production management.
An industrial park developed by ROX Group.
In the 2000s, the company seized the chance to engage in the industrial park sector and evolved into VID Group. By adhering to the principles of publicity, transparency, and optimal investor engagement, VID Group rapidly ascended to prominence in the Northern Industrial Park Real Estate sector, earning the community's designation of The Midwife of Industrial Parks. This endearing designation acknowledges their commitment to exceptional customer service.
TNG Holdings Vietnam was then established, introducing appealing business sectors like residential real estate, shopping centers, office spaces, modern hotel chains, and renewable energy enterprises. Entities such as TNR Holdings Vietnam, TNI Holdings Vietnam, SOJO Hotels, and TNPower are highly esteemed and well-regarded throughout the society.
In 2024, the Group embarks on a new phase in its growth by executing a brand transition plan from TNG Holdings Vietnam to ROX Group, aimed at solidifying its local presence and expanding abroad. Regardless of the milestone, ROX Group consistently endeavors to generate advantageous value for customers and the community while earning trust and appreciation.
Building Emotional Touchpoints
Entering a new development phase, ROX Group is implementing projects to focus on improving customer experience.
Following the counsel of Ipsos, one of the top five market research firms globally, ROX has implemented the CX Maturity model. This model assesses touchpoints at member firms, contributing to a comprehensive overview of the customer experience implementation plan across the Group.
In 2024, after the standardization of customer feedback platforms, ROX Group proceeds to construct an extensive platform for VOC (voice of customer). ROX Group enhances touchpoints across both direct and online channels through Popplife, a project that offers loyalty solutions for the Group's ecosystem, therefore delivering additional experiential value.
ROX Group implements the CX Maturity model.
Technology is a vital investment for ROX Group in the extensive reorganization process. According to Gartner's evaluation framework, ROX Group has enhanced and established a unified architectural model for each system, prioritizing investments in alignment with the business and management objectives of each unit.
For example, SOJO Hotels has moved to the second phase of the centralized customer data system and customer loyalty application.
ROX Living, a company in the residential real estate industry, improves customer experience via eco-friendly developments that include health and technological facilities. Additionally, there is an initiative to diversify the sales channels.
The industrial parks developed by ROX iPark are also transforming toward a green, smart trend thanks to the application of technology in operational management.
Other member brands, like ROX Key, TNPM, and TNTech, are all endeavoring to deliver exceptional solutions and experiences to establish themselves as the preferred brand and foremost option among customers in Vietnam.
In addition to implementing technology, ROX Group prioritizes investing in personnel through a variety of training programs that enhance form, skills, capacity, knowledge, and corporate culture. These initiatives assist employees at all tiers in cultivating a service-oriented mentality, actively engaging with clients, and inspiring each employee to embody the brand as an ambassador.
The initiatives to engage with customers and perpetually innovate to establish emotional connections have enabled ROX Group and its affiliated brands to gain recognition and get significant support from the community following their change.
A representative of ROX Group said, “The 28-year history of ROX Group's development is linked to several names. With each new identity, we start the exploration of novel operational and business domains. However, even though the company's strategy adapts to market fluctuations, the primary focus of ROX Group remains the client. The pursuit of conducting business to enhance the community and society consistently motivates our innovation.
In the forthcoming voyage, ROX Group aims to uphold its status as a premier multi-industry company within the Vietnamese market while also broadening its global operations through collaborative development and investment initiatives with international partners.