• Why Customer Experience Tracking Matters


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

    CX tracking
    The reason for all these ratings is that tracking the customer's experience is bother easier and better than ever more. And it is more essential for the overall development of the company. Happy customers or 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 usually insufficient. Since clients are constantly asked to fill out forms and add ratings, there's a ton of 'survey fatigue'.

    US & China functionality:
    Different countries have different websites that 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 find other tools for WeChat in China here.

    Reporting:
    Because of the countless number of data that's generated, how, when & where the reporting happens becomes essential. Many companies offer dashboards such as Qualtrics or Survey Monkey. Although some people might SASS platforms go further with focusing instead on delivering different reports to different parts of the business in order to maximize uptake.

    After day, will still be essential to find a spot for customer experience reporting inside your organization, even if you're in China, since it will unlock the next stages of growth for your company. It's the way you talk & pay attention to your customers at scale.


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