• Why Customer Experience Tracking Matters



    Customer Experience China
    It's very common these days for companies to inquire about you for the feedback or for a rating. It's in just about all social apps like Uber or Didi in China where you can rate the ride and rate the driver. And you're often asked a common NPS question, "How likely are you to recommend this to a friend?"

    CX tracking
    The reason behind all these ratings is that tracking the customer's experience is bother easier and better than ever more. And it's more essential for the overall growth of the company. Happy customers or even the NPS score 9 & 10's, are what drive sustainable organic growth for businesses.

    However, with those benefits come challenges.

    Customer participation rates:
    Doing survey and NPS though is often not enough. Since customers are constantly inspired to fill out forms and add ratings, there is a lot of 'survey fatigue'.

    US & China functionality:
    Different countries have different websites which are widely used for this function. So for example you might use Typeform for a US project but need Pullpath for a China customer experience project. Or you can find other tools for WeChat in China here.

    Reporting:
    Due to the huge amount of data that is generated, how, when & in which the reporting happens becomes equally important. Many companies offer dashboards such as Qualtrics or Survey Monkey. However some SASS platforms go further with focusing instead on delivering different reports to various parts of the business in order to maximize uptake.

    At the end of day, it's still essential to find a spot for customer experience reporting in your organization, even if you're in China, since it will unlock the following stages of growth for your company. It's the way you talk & listen to your clients at scale.


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