Introduce
VUS, one of Vietnam's oldest and most esteemed foreign language training systems, was established in 1997 and currently operates 43 campuses in major cities Renowned for its highly professional teaching staff, VUS enforces rigorous recruitment standards and provides ongoing professional development, ensuring consistent monitoring of teaching quality.
VUS is proud to be a global standard English language training unit recognized by NEAS, an independent organization that manages the quality of international English teaching centers
The Virtual University of New York (VUS) is a newly established educational institution in the United States, dedicated to enhancing the quality of education As a key partner, CUNY stands out as the third-largest public university in the U.S., recognized for its strong training quality and curriculum development VUS's growth has been significantly supported by collaborative training initiatives with esteemed international educational partners, including Oxford University Press, the British Council, and Oxford University.
Figure 1 1: VUS 's international education partners
Core value
- Solid confidence: Each VUS member believes in the value and foundation of the business, in their competence and skills, thereby striving to succeed in work and life
- Shared concern: Each VUS member maintains a relationship of respect, understanding, action, and dedication to service to bring the best value to customers, partners, the community, and themselves
- Consensus cooperation: Each VUS member nurtures and promotes the strengths of diversity and teamwork to achieve common goals and sustainable benefits for all parties
- Desire to conquer: Each VUS member is constantly learning and developing themselves, determined to overcome all challenges, thereby steadily conquering new challenges.
SITUATION, MARKET AND COMPETITOR ANALYSIS
Market analysis
English serves as the primary language for international trade and business interactions, making it essential for knowledge exchange In Vietnam, the presence of numerous expatriates highlights the necessity of English fluency in daily life As a result, many parents are prioritizing foreign language education for their children from an early age, opting to enroll them in English classes or hire private tutors for at-home instruction.
In today's global landscape, English has emerged as a vital communication tool for individuals worldwide As a response to this growing demand, numerous English language centers have been established and expanded, making language learning more accessible to everyone.
Foreign investment in English language centers is on the rise, with notable players like ILA, APAX, and VUS leading the charge Despite the proliferation of these centers, the challenging economic climate has led to a natural selection process, resulting in the closure of many Only those centers that demonstrate substantial investment and a long-term commitment to high-quality education are able to thrive in this competitive landscape.
English language centers in Vietnam are rapidly increasing, second only to convenience stores, retail, and mobile phone outlets In Ho Chi Minh City, Apax Center leads with 50 branches, followed by Prodigy with 32, ILA and VUS each with 31, and Apollo with 28 branches These centers are strategically situated across all districts in the city.
Figure 2 2: 10 chains of English centers with many branches in Ho Chi Minh City
As global integration continues to rise and the demand for English proficiency increases, many individuals are investing significantly in language center classes The English language education market has seen robust growth in recent years, driven by various factors Given the challenges of self-study, enrolling in language centers has become the preferred choice for many learners.
Competitor analysis
Currently, in Vietnam, there are more and more English teaching centers of international quality Among them are competitors such as ILA English center, Yola, Apollo, etc
Figure 2 3 : VUS and VUS’s competitors
TARGET CUSTOMER ANALYSIS AND POSITIONING STRATEGY
Target customer analysis
Positioning strategy
VUS's logo features a striking red and white color scheme, designed to appeal to young children The vibrant red represents the enthusiasm and energy of youth, while the white adds a sense of harmony that enhances brand recognition In contrast to competitors who predominantly use blue to convey loyalty and calmness, VUS distinguishes itself with its unique barn red, making a memorable impression on its audience.
VUS excels in understanding the unique needs of Vietnamese learners, providing effective English education with a comprehensive program that builds a strong foundation from the outset Annually, VUS hosts the free VUS TESOL Conference to enhance the skills of English teachers nationwide Furthermore, the center conducts assessments after each level to evaluate student knowledge and facilitate progression To foster a supportive learning environment akin to a traditional school, VUS offers entrance and end-of-course scholarships, encouraging student participation and achievement.
VUS remains committed to its motto "Your English, Your Future," emphasizing that proficiency in English can transform the future for young individuals Mastering the language opens doors for knowledge enhancement, broadens perspectives, and fosters confidence in integrating into the global education landscape.
Positioning map
ANALYZING THE MARKETING MIX (7PS) STRATEGIES
Services Product strategy
VUS Center provides English teaching services and training courses to help students improve their foreign language proficiency, communication ability, obtain international certificates, etc
VUS courses: SMARTKIDS,SUPERKIDS,YOUNG LEADERS,IELTS,TOFEL IBT,Interactive English,ITALK,Accelerated Class for "RootLess",Business-Specific Program
4.1.2 Supplementary service: Facilitating and enhancing
VUS offers comprehensive information about its services, including detailed insights on referrals, visions, core values, center courses, news, and events The center ensures easy access to contact details such as the address, service hours, phone number, and email through various channels, including the website and flyers By providing transparent staff and service information, VUS enhances customer satisfaction and facilitates quicker decision-making for purchasing products and services.
Customers and students can easily apply for courses at the center by first submitting their information through the website, app, or by contacting VUS directly via phone This process allows staff to promptly verify the customer's needs and efficiently schedule an appointment for a seamless experience.
VUS courses offer transparent and comprehensive information, allowing clients to easily review tuition fees before applying Traditionally, VUS has provided paper invoices directly to customers or communicated the payment amounts verbally.
Customers registering for the course have multiple tuition payment options, including direct payment plans and online methods Payments can be made using bank cards, transfers to VUS's official account, or e-wallets like Momo and Payoo.
At VUS, our staff is equipped with specialized skills and a deep understanding of customer psychology, ensuring a tailored consultation process We assess each student's English learning needs, course objectives, and current proficiency level to provide personalized guidance and recommendations.
Clients pressed for time can conveniently access VUS's website for expert advice and tailored course recommendations, where they will receive comprehensive information and a clear roadmap for their educational journey.
VUS offers comfortable lounges for students and parents, featuring reclining seats and air conditioning tailored to seasonal temperatures, ensuring a pleasant environment While waiting, visitors can enjoy a selection of books and newspapers, enhancing their experience This thoughtful approach reflects VUS's commitment to providing attentive, caring service and fostering high customer satisfaction.
VUS offers complimentary parking for customers and ensures staff are available to safeguard vehicles and personal belongings Additionally, VUS has enhanced its lounge area by incorporating a mini play zone for children, allowing them to play while waiting for classes or for their parents to arrive.
The center will reach out to students and parents to gather feedback through surveys assessing customer satisfaction with the services provided Special comments from customers will be documented and taken into account for improvements In cases where service quality issues arise, our internal staff will assist customers and make every effort to resolve their concerns effectively.
Pricing strategy
VUS employs a Value-Based pricing model to ensure that its English teaching services are accessible to all learners, emphasizing skill mastery and personal benefits.
VUS employs pricing strategies that prioritize product value and customer perception, with tuition fees ranging from 4 to 15 million VND, targeting primarily middle to high-income groups To ensure customer satisfaction, VUS must deliver not only high-quality teaching and skilled staff but also valuable accompanying services that resonate with customers This approach encourages customers to invest more in VUS's services, recognizing the effectiveness and benefits they provide.
As we can see, VUS's price campaign focuses on the perceived value of customers, based on:
Net Value = Perceived Benefit - All Perceived Cost
The value that VUS brings to customers:
Vietnamese teachers at VUS are meticulously chosen through multiple selection rounds and receive professional training from CUNY, the third-largest public university system in the USA Both foreign and Vietnamese instructors hold internationally recognized pedagogical certifications, including TESOL, CELTA, or TEFL The modern and spacious facilities are designed to maintain high-quality training, with class sizes limited to 10-20 students.
VUS offers a highly effective training program with a professional teaching method that engages students in learning English The syllabus is based on original foreign textbooks, ensuring alignment with the curriculum and making the content relatable for students To enhance learning, VUS provides iTools and Oxford Online Practice software, offering robust support for both in-class and at-home training.
At VUS, students benefit from a range of supplementary services, including engaging extracurricular learning sessions that enhance their foreign language experience Additionally, VUS motivates students by offering scholarships and rewards for high scores on periodic tests, fostering a positive learning environment.
4.2.2 Key categories of rate fences
- Product-Related Fences: At VUS, there are different courses and study packages
The tuition fee for the course varies based on the chosen package Students can opt for the VUS premiere class, which features one teacher for every one to four students, allowing for enhanced interaction and individualized skill monitoring In contrast, the basic class limits the teacher's ability to adequately assess each student's competence This distinction highlights the differences in tuition rates between the two options.
VUS mandates tuition fee payment prior to admission For students unable to pay upfront, VUS offers a 0% interest installment plan Additionally, VUS provides flexible options for students to adjust their study schedules in case of unforeseen circumstances that prevent them from attending their registered classes.
At VUS, students who pre-register for classes enjoy a tuition discount when advancing their level, distinguishing them from those who have not enrolled previously This pricing structure highlights the center's core values, allowing students to clearly recognize the benefits and value of the services provided.
Distribution strategy
VUS effectively utilizes a hybrid distribution channel that blends in-person classrooms with online teaching The organization consistently faces challenges in selecting convenient locations for students, taking into account factors such as housing, workplace proximity, educational needs, transportation routes, and travel time.
Currently VUS has 44 centers in major cities across the country where there are a – large population, income, relatively high financial resources, and many needs to learn
English (including 32 centers in Ho Chi Minh city, 5 centers in Hanoi, 1 center in Vung Tau,
In Bien Hoa, there are two centers, while Binh Duong boasts three centers and Da Nang has one center Each location is staffed with supportive consultants, ensuring that customers can visit to discuss various course-related matters, including registration, tuition payments, and experiential space opportunities.
The average opening time of the central branches is from 7:30 to 21:30 on weekdays
VUS offers a dedicated website and fan page that deliver essential information about courses, tuition fees, training programs, and student reviews, making it easy for potential customers to find the details they need Additionally, for further inquiries, customers can conveniently reach the center via the hotline through calls or text messages.
In response to the Covid-19 outbreak in 2021, VUS introduced E-Center online classes, allowing students to study safely from home The center's curriculum is designed for seamless transition to direct learning, ensuring effective education during the pandemic Additionally, VUS has incorporated advanced learning support technologies, including AR/AI and a Learning Portal, to enrich the overall customer experience.
Promotion strategy
- Prospects: Towards the target audience are gen Z who are facing barriers in English
VUS specializes in English courses for children aged 6 to 11, while also catering to students aged 12 to 25 who seek international certifications and specialized business English training.
The staff and teachers at the center focus on engaging audiences that require attention to positively influence their feelings and behaviors towards the center, ultimately aiming to enhance retention rates.
VUS always strives to satisfy the needs of customers in many different ways
Therefore, VUS's communication campaigns always highlight the most important tasks to complete
- Build preference by communicating the strengths and benefits of studying English
- Recognize and reward valued customers and employees
4.4.3 The marketing communication mix 4.4.3.1 Service delivery channels
The VUS main hall features transparent glass doors that foster a welcoming atmosphere, allowing visibility both inside and out Every aspect of the ceiling, walls, and floors is meticulously designed to create an ideal living and learning environment suitable for all ages Additionally, VUS has established a state-of-the-art technology experience classroom that incorporates modern 21st-century technologies like VR, AI, and AR, facilitating diverse and innovative learning topics.
VUS's front team consists primarily of trained consultants who embody professionalism through their uniforms and expert skills They approach student course advising with enthusiasm and thoughtfulness, ensuring a supportive experience Additionally, their keen problem-solving abilities enable them to effectively manage unexpected customer situations.
VUS promotes the use of self-service options via its social media platforms, offering customers easy access to comprehensive information tailored to their needs Users can navigate VUS's website, fan page, and YouTube channel with ease, while those requiring additional assistance can reach out directly through the designated hotlines listed on the website for each area.
Figure 4 1: The hotline of each area shown on the website of VUS
VUS has provided training for customers on utilizing its application, which offers comprehensive details about courses, schedules, and tuition fees The app is regularly updated with homework assignments for students after each session, and staff members are available to assist students in navigating the app for optimal convenience This application enhances customers' familiarity with the center's blended online and in-person teaching approach, ensuring they can maximize its benefits.
Handing out leaflets: in schools, areas with a large number of students, students, etc
Billboard: at major highways, roads, roundabouts in Ho Chi Minh City and
"The Aliens - Don't Let English Stop You From Moving Forward": VUS released viral clips on Youtube to promote the English Hub curriculum
Figure 4 5: Campaign "The Aliens - Don't Let English Stop You From Moving Forward"
VUS sponsors campaigns, community projects for students or UNICEF organizations, AIESEC, etc, related to English to promote its brand
Participated in the "Ho Chi Minh City Education and Development Festival" organized by the Ho Chi Minh City Department of Education and Training for many years
The partnership with Bitis Hunter, a brand that has greatly influenced Gen Z, will help boost the media promotion campaign across various channels and reach the right target customers
VUS also promotes the campaigns "Language Differences: They are aliens or friends" and "Decoding Gen Z from the perspective of linguistics" through famous KOLs/Influencers
VUS leverages Zalo Form advertising to effectively engage potential students, facilitating direct communication via phone to assess their needs, financial capabilities, interest levels, and learning requirements This approach enables VUS to provide comprehensive information quickly and efficiently.
Figure 4 7: VUS uses ads on Zalo
VUS collaborates with high schools and universities to enhance its brand visibility while gathering valuable customer data Once this information is obtained, VUS engages customers through direct calls and interactions, fostering trust and building strong relationships.
From there, learn the needs of customers and motivate them to use the service
In addition, VUS also advertises via phone message to promote promotions, incentives, and scholarships for students when registering for courses
Figure 4 8: VUS uses SMS advertising
VUS frequently offers course discounts and tuition incentives of up to 30% during major holidays and monthly promotions Additionally, students who enroll within three days can receive a scholarship of 5 million VND For summer promotions, students also benefit from lucky scratch cards and sweepstakes upon completing their course enrollment.
Online advertising: VUS reaches customers through social networking sites such as
Facebook and Instagram serve as essential social networking platforms that share information about courses, promotions, and events, enabling customers to stay informed throughout the year Additionally, engaging posts on these platforms not only attract more customers but also contribute to increased profits.
Figure 4 10: VUS approaches customers through the social networking site Facebook
VUS's official website serves multiple functions, offering comprehensive information on courses, tuition fees, and the institution's notable achievements and awards over the years It features a dedicated section for customer inquiries, along with branch addresses, email contacts, and phone numbers, ensuring easy access to support for its customers.
Search engine Advertising: VUS also uses SEO to advertise centers and courses through keywords searched by customers on the toolbar
Figure 4 12: VUS uses SEO to advertise centers and courses
VUS has launched new student referral programs to attract more enrollees, offering a range of scholarships, gifts, and bonuses that increase with the number of successful referrals made by current students.
Figure 4 13: Bonus levels for successfully referring others to study at VUS
VUS's website also has its own section on the experiences and opinions of parents and students at VUS for new customers to refer to
Figure 4 14: Customer reviews about VUS
Service processes management
Figure 4 15: Flowcharting customer service processes of VUS
Figure 4 16: Act 1: Go to the parking lot, go to the registration area
Figure 4 18: Act 3: Start the course
4.5.3 Setting service standard Step 1: Identify service attributes
Mental stimulus processing is the characteristic service of VUS
Act 1: Parking, go to the office center, the consultation office: time, script
Act 2: Consult courses, do the test - confirm result of exam, choose the suitable course, bill presentation, return vehicles: time, scripts
Act 3: Receive learning materials, study English, do homework: time, scripts
Act 4: Do the test, receive the result, study at a higher level or get a certificate: time, scripts
Course consultation: Consultation, the introduction of the center within 15 minutes
Do the test - Receive the result: Take a 3-skill test Listening (30m), Reading (60m) Speaking (15m), get the result within 30 minutes after completing the test
Get test results after the course: Within 7 days after completing the final exam
Gain 90% of the clients who come to consult, register to study at VUS, and find the right course, satisfied with VUS services.
Physical evidence management
Red is the predominant color in all VUS spaces, symbolizing enthusiasm and victory This vibrant hue not only distinguishes VUS from surrounding buildings but also serves as a key element of the brand's identity.
VUS features a spacious lobby enhanced by numerous glass doors that amplify the sense of openness The lobby is illuminated with gentle warm yellow ceiling lights, creating a calming atmosphere In contrast, VUS classrooms are designed with a focus on bright white lighting, complemented by a gray carpet that harmonizes the overall color scheme, ensuring a balanced and conducive learning environment.
The main lobby of VUS features air conditioning, bookcases, newspapers, and comfortable couches for customers to relax while waiting To enhance the ambiance, ornamental plants are strategically placed, creating a refreshing atmosphere Additionally, a small play area is available for young students to enjoy and have fun In the classrooms, VUS organizes individual tables and chairs for students, equipped with projectors and quills to facilitate an effective learning environment.
Figure 4 22: Lounge, the common living space of students is designed spacious, airy
VUS classrooms are clearly marked with nameplates to help students locate their classes easily Inside each classroom, a regulatory table is provided to remind students of the rules and prevent violations Additionally, VUS enhances the learning environment for children's classes by incorporating colorful cartoon drawings, fostering creativity and making learning enjoyable.
Figure 4 23: A children's classroom at VUS
At VUS, students are easily identifiable by their red polo shirts featuring the VUS logo, which enhances brand recognition Additionally, the center provides branded backpacks, pencils, and other supplies, demonstrating VUS's commitment to customer care while reinforcing its brand identity through thoughtful, branded items.
People management
VUS has established a tailored recruitment process that addresses common inquiries and outlines essential requirements for candidates during interviews Selection criteria for employees in various departments align with the company's standards, particularly emphasizing specific qualifications for those in direct customer interaction roles.
Good attitude, honesty, high discipline, kindness, willingness to serve
Good communication skills, agile, professional working style
Number of years of experience: if any, it will be an advantage
Qualities: Hardworking, honest, careful, organized
Attitude: Kindness, generosity, willingness to serve
Shift work, mandatory evening shifts and weekends
Friendly appearance and easy to create sympathy
Candidates majoring in English or those pursuing other fields with a strong focus on English, as well as individuals holding international English language certifications such as IELTS, TOEFL, or TOEIC, will be given priority.
Passion, enthusiasm, and love of the profession
Priority is given to women, under the age of 24, with appearance
Education level: Intermediate or higher
Communicate well, and have a sense of responsibility, agility, and eagerness to learn
VUS actively conducts various activities and training programs, with a focus on emotional intelligence (EQ) training for its personnel Notably, the "EQ for Leadership" and "EQ at Workplace" courses involve ASA managers and staff, fostering a psychologically safe work environment, enhancing motivation, and promoting strong connections among employees.
After completing each program and course, VUS employees will enhance their management skills, including effective work planning and organization They will also develop essential abilities such as collaboration, communication, and presentation skills for leading meetings Additionally, the training will focus on fostering employee motivation and improving listening skills to better support team members.
4.7.3 Motivate and energize your people
Enterprises aim to secure a consistent income stream while aligning workloads with their current workforce They prioritize maintaining welfare policies and providing timely support to employees directly impacted by the epidemic.
- In addition, the activities are within the framework of the program "VUS Caring - Open happiness" to improve the mental and physical life of employees in the system
Some of the main activities on this occasion include healthy running challenge, psychological webinars series: "Yoga - Quiet Mind", "Nutrition and movement of Covid-19 season", "Solutions for overloaded eyes", etc.
CONCLUSION
Conclusion
The VUS center stands out as a premier English language institution in Vietnam, renowned for its high-quality training and state-of-the-art facilities Additionally, VUS effectively meets students' English learning needs through its innovative 7P strategy.
However, the center also has certain limitations Therefore our team proposes a number of solutions for VUS's 7P strategy.
Recommendation
VUS should expand its core offerings by introducing specialized courses tailored for working individuals, addressing the growing demand for enhanced foreign language skills among port commuters As the market and economy evolve, there is a significant need for flexible learning options that allow students to study at home or during their free time By providing high-quality lessons and assessments, VUS can attract a diverse range of students, ultimately broadening its appeal and enhancing its educational impact.
VUS should enhance communication with parents by providing detailed contact information for teachers when distributing the timetable Many parents of young students are eager to connect with teachers to gain insights into their children's learning progress This transparency will foster better collaboration between parents and educators, ultimately benefiting the students' educational experience.
- Order-taking: Increase online consultants and responders to provide the fastest advice on customer needs information and arrange an appointment for customers to go smoothly
- Payment: The center should send emails, and messages informing about the successful client's course payment, and thank you
- Hospitality: VUS should add English-language storybooks to the bookshelf, or some confectionery for the children
VUS should add its own tutoring team, add 1-2 sessions for weak students, or arrange compensation sessions
To enhance VUS's contact book, it is essential for the center to obtain additional parental signatures after each session This practice will ensure that parents are actively monitoring their child's learning progress, particularly as most students are young children By implementing this system, closer supervision of the children's educational development can be achieved.
VUS can add online consulting services through google meet, zoom, etc So that the client can directly answer questions with the consultant
VUS should set the standard of picking up the phone immediately, do not let guests wait beyond the third bell because it will cause trouble for guests
Increase online consultants and responders to quickly respond to information when customers have questions
In light of the recent Covid outbreak, many families have experienced economic challenges, prompting VUS to consider implementing a policy to lower tuition fees for current, past, and prospective students.
The expansion of branches in various provinces is driven by the rising demand for English language education, particularly among middle and high school students These students are increasingly seeking to learn English to obtain an IELTS qualification, which enhances their chances of gaining admission to their desired universities.
VUS collaborates with secondary and high schools to facilitate student registration for courses, offering discount vouchers as an incentive This partnership also includes support sessions led by VUS's foreign teachers, enhancing the educational experience for students.
VUS needs to invest more in promotion activities to attract more new customers because VUS marketing activities of VUS are only stopping or repeating
Advertising on TikTok presents a unique opportunity for VUS to enhance its brand image among the platform's predominantly young audience By creating engaging content such as homework tips, humorous English conversations, and course introductions, VUS can effectively capture attention Additionally, showcasing classrooms, facilities, and real-time classroom activities can further connect with viewers It's essential to maintain high video quality and align content with current trends to maximize impact.
VUS should actively engage in humanitarian initiatives within the community, including charitable programs, volunteer efforts, and English language workshops By establishing connections with secondary and high schools, VUS can organize English language competitions that offer prizes and scholarships to winners, thereby promoting interest and attracting more students.
VUS offers scholarships for early course payments, making it essential for the center to enhance its appeal through attractive gift combinations This could include options like three sessions per week for communication with native speakers and VIP accounts for students to improve their English skills, ultimately attracting more customers.
VUS should closely examine the learning processes of its students while also focusing on those who struggle to engage effectively Increasing interaction with these students is essential for enhancing their educational experience.
- According to the student's assessment, VUS should expand the library area more to be able to meet the needs of reference, search for learning materials of students
- Some vus branches show signs of deterioration that need to be upgraded equipment (air conditioning, projector, etc)
- VUS needs to add signage at the entrance so that students can easily find the classroom location
- VUS needs to expand the classroom space more by building more transparent glass windows instead of decorated white walls
- Toilets need to be designed, equipped with modern equipment and always ensure cleanliness and airiness
VUS requires stricter classroom regulations to enhance teaching effectiveness, as feedback indicates that some teachers still answer phone calls and frequently stray off-topic, which detracts from valuable class time.
- Additional supervisors should be arranged for the final exam to ensure fairness for students
- It is necessary to recruit more teaching assistants to help some students who have difficulty communicating with foreign teachers and timely support other difficult issues
- VUS regularly offers free courses for training to improve the professional skills of its employees
- VUS should have policies that encourage employees based on the level of job completion This helps motivate employees to hone their skills and increase the performance of the center
- Between VUS departments should coordinate closely, build a most general information system to provide customers
1 (n.d.) Retrieved from vus.edu.vn: https://vus.edu.vn/
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4 (n.d.) Retrieved from 123docz.net: https://123docz.net//document/9140568-phan- tich-chien-luoc-gia-cua-trung-tam-anh-van-hoi-viet-my-tai-thi-truong-viet-nam.htm
5 Công ty cổ phần GMO-Z.com RUNSYSTEM (2017, 10) Khảo sát nhu cầu học ngoại ngữ Retrieved from cpanel.infoq.vn: https://cpanel.infoq.vn/common/reports/files/khao-sat-nhu-cau-hoc-ngoai-ngu- thang-10-2017.pdf
6 Điể m m t Top các Trung tâm anh ng t i Vi t Nam: s phân hóa rõ ràng ặ ữ ạ ệ ự (2021, 05
18) Retrieved from vietdata.vn: https://www.vietdata.vn/diem-mat-top-cac-trung- tam-anh-ngu-tai-viet-nam-su-phan-hoa-ro-rang-778749360
7 EDUTab (2021, 7 30) Case study: M khóa h c m i, VUS giao ti p v i khách hàng ở ọ ớ ế ớ mục tiêu - Gen Z như thế nào? Retrieved from edutab.vn: https://edutab.vn/blogs/tieu-dung-thong-minh/case-study-mo-khoa-hoc-moi-vus- giao-tiep-voi-khach-hang-muc-tieu-g