Delivering superior customer experience in China

Consumer and retail companies in China are having a difficult time keeping pace with the rising expectations of Chinese customers. Technology advancement and internet penetration have transformed the way companies interact with customers. As touch points increase, customers are now expecting companies to engage them in a holistic way. However, over 75 percent of Chinese customers are not satisfied with their customer experience when interacting with a company across multiple channels, according to the latest report from Deloitte.

The latest report summarizes the results of the study which Deloitte conducted in 2014. Supported by customer surveys, focus groups, mystery shopping, in-depth executive interviews, and real-life cases the study aims at providing insights into how Chinese customer experience are evolving, how customer loyalty is earned, and what companies can start to do.