(Source: https://pltfrm.com.cn)
Introduction
In today’s China market, product differentiation alone is no longer enough. Chinese consumers expect seamless experiences—from first impression to repeat purchase. For overseas brands, a customer experience-driven sales strategy is not just a competitive edge; it’s a core revenue driver. This article outlines how brands can integrate experiential design into their sales funnels to elevate satisfaction, reduce churn, and drive higher lifetime value.
1. Make the Discovery Process Delightful
1.1 Leverage Visual Storytelling on Douyin and Xiaohongshu
Use snackable videos or UGC-style diaries to guide users through product discovery. Soft selling through lifestyle content increases engagement and emotional buy-in before a single sales pitch is made.
1.2 Design Entry Points With Intuitive CTAs
Avoid generic buttons like “Buy Now.” Instead, use culturally resonant CTAs such as “立即体验” (Try Now) or “点击解锁专属推荐” (Unlock Your Personalized Picks). These trigger curiosity and improve click-through rates.
2. Build Trust With Pre-Sale Transparency
2.1 Detail-Rich Product Pages in Mini-Programs
High-conversion sales content includes ingredient breakdowns, certification badges, customer reviews, and comparison charts—available in scrollable, mobile-first formats inside WeChat.
2.2 Offer Chat Support During the Purchase Journey
Let buyers ask questions via WeCom chat before committing. Human or AI-powered pre-sale consultation dramatically increases conversion, especially for higher-value items or first-time purchases.
3. Optimize Post-Purchase Experience for Retention
3.1 Seamless Unboxing and Follow-Up Touchpoints
Design packaging with QR codes that lead to how-to videos, care guides, or member-only perks. Follow up post-sale with WeChat messages offering tips or product pairing suggestions.
3.2 Automated Loyalty Loops
Use SaaS-based CRM tools to track purchase history and send timed messages—such as “refill reminders” or “you might also like” suggestions based on user activity.
4. Engage Emotionally to Inspire Advocacy
4.1 Celebrate Small Moments With Users
Send personalized messages on birthdays, holiday seasons, or after their 3rd purchase. Emo-driven touchpoints show attentiveness and encourage users to stay engaged with your brand.
4.2 Spotlight Real Customer Stories
Use content campaigns to feature real buyers—from first-time users to brand superfans. Highlighting user journeys builds community and creates social proof that supports the sales pipeline.
5. Case Study: A U.K. Pet Care Brand’s Service-First Growth
Entering China via JD Worldwide, the brand quickly discovered that competing on features wasn’t enough. They redesigned their WeChat store with pet-type quizzes, live chat for product advice, and post-purchase check-in messages from a “Pet Wellness Advisor.” They even sent a surprise treat sample with the second order. Reviews praised their service-first attitude. Within three months, repurchase rates exceeded 60%, and user referrals grew organically through Xiaohongshu sharing.
PLTFRM is an international brand consulting agency that works with companies such as Red, TikTok, Tmall, Baidu, and other well-known Chinese internet e-commerce platforms. We have been working with Chile Cherries for many years, reaching Chinese consumers in depth through different platforms and realizing that Chile Cherries’ exports in China account for 97% of the total exports in Asia. Contact us, and we will help you find the best China e-commerce platform for you. Search PLTFRM for a free consultation!
