The Nest House: Building a Customer-centric Business

The Nest House founder Nguyễn Anh Tú makes every business decision with his customers in mind. For example, when he set up his bird’s nest brand in 2021, he decided to give it a foreign name instead of going with the more common practice of using a traditional Vietnamese name, because he wanted his brand to appeal and cater to young, urban and international clients.

Even before establishing The Nest House, the 37-year-old entrepreneur has always taken a customer-centric approach to business. In 2017, he founded an education company that helps students in Vietnam enroll in language courses and summer exchange camps overseas. Every summer, he would personally accompany his students overseas for their education programs. But when the pandemic hit, shuttering borders and severely impacting his business, he decided to branch out and ventured into the bird’s nest industry with the support of a friend.

“Initially, I distributed the products through traditional channels such as physical stores and websites. However, after seven months, I had not yet turned a profit,” Nguyễn recalled. By chance, he came across advertisements about business on eCommerce platforms and, recognizing the enormous potential, he decided to bring his products onto these digital marketplaces.

While Nguyễn had several platforms to choose from, he was particularly attracted by Lazada’s robust logistics network, which was operating at full capacity even during the pandemic. “The strong development of Lazada Logistics during the pandemic, along with the potential for quality customers and a low return rate, were key factors that encouraged me to expand my sales to Lazada,” he explained.

It’s Business, and It’s Personal

To promote The Nest House, Nguyễn personally reached out to customers of his education consultancy and sent them product links to introduce them to his new business. Thanks to his sincerity and persistence, he started making a profit seven months after launching his online business. His business has continued to grow since then; between 2021 and 2022, he managed to maintain an average monthly revenue between VND800 million and VND1 billion and even reached VND3 billion in monthly revenue at one point.

Nguyễn believes that adding an extra personal touch has helped The Nest House stand out from competitors. Not only are the products of the finest quality, they boast beautiful designs and come in carefully selected premium packaging that create an elevated experience for every customer. In addition, instead of offering discounts like many other brands, The Nest House offers practical and high-quality gifts, such as finely crafted bird’s nest steaming bowls, which are updated on a regular basis as a way to attract customers and build long-lasting brand loyalty.

“To provide memorable experiences for customers, I prioritize a ‘customer-centric’ strategy,” Nguyễn explained. “From packaging to gifts, I make everything meticulously and uniquely so that when it reaches the customer, they feel respected and want to stay loyal to The Nest House. Since applying this strategy, I have received many positive reviews from customers on eCommerce platforms.”

Since achieving eCommerce success, Nguyễn has become a certified trainer for Lazada University and was even a mentor on the fifth season of Lazada Master. “Being part of Lazada University enabled me to connect with the seller community, learn from their experiences, share valuable insights and collaborate for mutual growth,” Nguyễn said. “I aspire to share knowledge, experiences and my own story with the community, aiming to create value for society,” he added.

The Power of Perseverance

Aside from always putting customers first, Nguyễn said that perseverance is also key to building a successful eCommerce business. He advises aspiring entrepreneurs to do as much within their capabilities by themselves until they achieve stable revenue. Then, they can consider hiring staff and growing their business.

“Online business is a long-term race that requires persistence and effort in building your brand. Expecting a flood of orders in the first few months or pouring capital into hiring external operations services will not bring long-term effectiveness,” Nguyễn said. He reminds sellers not to be disheartened if they do not see success right away, adding: “I hope everyone will stay committed to their business journey, passionately dedicating themselves to building their brand … By overcoming initial challenges, you will reap unexpected rewards.”

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