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At the 2026 annual general meeting held on the afternoon of April 17, Ms. Nguyen Do Quyen, Deputy General Director of FPT Retail, discussed Long Châu’s customer-focused free-shipping policy and the operational measures the company is using to manage costs amid inflation.
Ms. Quyên shared a story posted by a Long Châu customer on social media. The customer said she bought a small amount of sanitary products with an order value of 11,000 dong, yet the pharmacy provided free shipping. The customer expressed that she was happy with the service but worried about the pharmacy’s financial sustainability, noting that free shipping applies to any order regardless of value.
Ms. Quyên said this policy differentiates Long Châu’s operations from many retailers in the market, which typically waive delivery only for higher-value orders. FPT Retail also thanked customers for raising concerns.
According to Ms. Quyên, Long Châu has reached its current operating model for two main reasons.
She added that decisions are guided by big data, and AI is applied within a framework to boost productivity.
Responding to questions from shareholders about potential cost pressures amid high inflation, Ms. Nguyen Bạch Diep, Chairwoman of FRT, said the company monitors developments daily, including supply, price changes, and logistics. She said FRT adopts measures such as pausing nonessential projects and quickly deploying AI to boost productivity by 20%.
Other actions mentioned include negotiating rent with landlords, negotiating payment terms with suppliers, and optimizing costs to ensure safety and liquidity in adverse conditions.
In 2026, Long Châu is expected to remain a key growth driver for FPT Retail. The plan includes expanding the pharmacy network and vaccination centers nationwide by an additional 450 locations, using a selective approach to maintain efficiency at each site.
Long Châu will also intensify strategic cooperation with leading global pharmaceutical companies to bring modern medicines and treatment solutions to Vietnam. The company said this foundation is intended to strengthen supply capacity and shorten the access gap to next-generation medicines between Vietnam and developed countries.
In 2026, more than 30 generations of new medicines and advanced therapies are expected to be introduced.
Alongside expansion, Long Châu will focus on revenue growth and per-store operating efficiency by expanding product and service categories and increasing value per customer. The company said its emphasis on technology and AI will also help optimize operations and personalize customer experiences.
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