(Source: https://pltfrm.com.cn)
Introduction
In China’s competitive digital marketplace, the brands that grow fastest are not always the cheapest or the flashiest—they’re the ones delivering the most memorable customer experience. For overseas companies, embedding user-first thinking into every sales touchpoint is the key to long-term success. This article explores how customer experience can fuel sales performance, deepen loyalty, and turn everyday buyers into active brand promoters.
1. Treat Experience as the First Step of the Sales Funnel
1.1 Optimize First Impressions Across Platforms
Whether it’s a 5-second Douyin ad or a Xiaohongshu post, your content should reflect your brand’s personality while providing real utility. Helpful, local-language storytelling increases engagement and sets the tone for trust.
1.2 Match Platform Mood and Tone
Tailor voice, music, and visuals to the platform culture. A friendly, playful approach works well on Douyin, while Xiaohongshu favors soft aesthetics and lifestyle depth. A good fit boosts attention and interaction.
2. Simplify the Path From Interest to Conversion
2.1 Embed Smart Navigation in Mini-Programs
Let users navigate based on their need state—“Shop by Skin Concern” or “Gift for Friends.” Using experience design logic, not just catalog layout, increases conversion rates significantly.
2.2 Offer One-Tap Purchase and Support Access
Streamline the UX by minimizing clicks from product page to purchase. Also integrate WeCom or live support buttons for users with last-minute concerns or custom needs.
3. Enrich the Post-Purchase Journey to Drive LTV
3.1 Send Care Messages Instead of Just Tracking Numbers
After shipping confirmation, send a message like “Your package is on its way—here’s how to get the most from it.” Educational post-sale support increases satisfaction and reduces returns.
3.2 Create After-Sales Delight Moments
Small gestures—like surprise samples, handwritten thank-you notes, or access to an exclusive WeChat group—build emotional loyalty and drive spontaneous sharing across private traffic channels.
4. Turn Experience Into a Community-Driven Growth Loop
4.1 Gamify Brand Interaction
Create experience-based sales campaigns: “Share your shelfie to win,” “Review for a chance at early access,” or “Vote on our next product design.” These pull users deeper into your brand’s world.
4.2 Recognize Top Customers in Public Spaces
Celebrate superfans on your WeChat Channel, tag them in mini-program stories, or feature their feedback in your product guides. Recognition makes customers feel valued—and valued customers become repeat buyers.
5. Case Study: An Italian Coffee Capsule Brand’s Experience-Led Rollout
Instead of leading with price, this brand entered China by creating a personalized experience through WeChat. Users were invited to take a taste quiz, which led to tailored capsule recommendations. The product came in aesthetic gift-style packaging with a note from the “Coffee Concierge.” Post-purchase, customers received curated playlists and latte recipes based on their quiz profile. Within 60 days, WeChat referrals grew by 300%, and the brand gained a 4.9/5 average rating on JD.
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!
