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May 05 2017

cxtracking1

Why Customer Experience Tracking Matters



Customer Experience China
It is extremely common nowadays for businesses to ask you for your feedback or 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 driver. And you are often asked a common NPS question, "How likely are you currently to recommend this to some friend?"

CX tracking
The reason for each one of these ratings is that tracking the client's experience is bother easier and than ever more. And it is more important for the overall development 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 insufficient. Since clients 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 purpose. So for instance you might use Typeform for any US project but need Pullpath for any China customer experience project. Or you can find other tools for WeChat in China here.

Reporting:
Because of the huge amount of data that is generated, how, when & where the reporting happens becomes essential. Many companies offer dashboards for example Qualtrics or Survey Monkey. Although some people might SASS platforms go further with focusing instead on delivering different reports to various parts of the business to be able to maximize uptake.

At the end of day, it's still necessary to look for 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 the company. It's how you talk & listen to your clients at scale.

Don't be the product, buy the product!

Schweinderl