How the Chinese define great customer satisfaction

China has a massive population that some businesses aim to penetrate with the help of a multilingual call center that can communicate with customers in their native tongue. Among the reasons that make the Mandarin-speaking population a lucrative market is its sheer number. So by connecting with customers using the Chinese language, businesses are able to market themselves to a large number of customers.

More than the buying capacity, there are many things that companies must know about their Chinese customers in order to serve them well. One important fact is that the Chinese population is very diverse. It’s made up of many different demographics—from the young, Internet-savvy shoppers to the fast-aging consumer society, each having their own preferences.

To engage with them and address their consumer needs, you should know how each generation generally defines excellent customer service and deliver it according to how customers want to receive assistance.

 

Baby boomers

mature-chinese-couple

The experience and wisdom that come with their age gave them a definite preference for what they like in a product. They already know what they’re looking for, so there’s no need for a long pitch to get them to buy from you. If you want to make them interested, hook them at the first line: go straight to enumerating the facts and benefits that they need to hear.

Another thing to note is that money is not an issue to baby boomers. They’re willing to spend money if it means getting the best kind of service you can give. Just make sure that they do get their money’s worth and most especially, the level of serve you promised.

 

Generation X

middle-aged-chinese-couple-in-a-car

Just like the seniors, this generation wants a straightforward approach at marketing and customer satisfaction. They juggle family and career while climbing out of economic turmoils, so they are looking for products that are worth the pay and time. It’s a good thing that quick, accessible service is not hard to provide to Gen X, as they are web-savvy enough, being among the first generation to use computers.

It’s not enough, however, to only offer speed to keep them loyal. They make sure that their money goes to efficient products by researching about those on the Internet before visiting your store to make a purchase. So if you want your brand to matter to this demographic, give the best of both digital and traditional customer service.

 

Generation Y

young-chinese-women-with-shopping-bags

Also known as the millennials, Gen Y is the most technologically immersed generation today, being born and raised in a computer-dominated world. Marketing moves are said to penetrate them the easiest because of their wide network and tech-savvyness, but they’re the hardest demographic to manage at the same time because they know how to fully harness the power of the Internet in building and breaking a brand.

Despite being tagged with image-consciousness and self-absorption linked with heavy social media use, millennials don’t base their product preference on popularity alone. They prefer a social environment to be purely social and not saturated with ads. One more interesting thing to note is that they are we-thinkers. If you want to sell to them, show how you can benefit them, their peers, their parents, and everyone else in their network.

 

 

2 thoughts on “How the Chinese define great customer satisfaction

  1. That was an interesting insight, to read that the great size of China’s population present a very diverse market and demographics play a major role in marketing to them. I have not thought of that before.

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