Most Western brands have no idea how spoiled Chinese consumers have become. The level of service they require, and the speed at which the expect their orders filled is unimaginable for most Western companies.
In the US, free two day shipping is the gold standard.
In China, cut that down to a matter of two hours from the time you place your order to delivery (assuming you’re in a major city.)
On top of that, throw in instant, personalized customer service from a live representative who will answer all of your questions, a free gift, and in home set up. The bar has been set incredibly high.
Want a prime example of the level of service Chinese consumers have become accustomed to?
Recently, my wife and I ordered a few large plants for our home garden. A few days after receiving our plants, the vendor who sold them to us came to our home to visit us personally and check on the health of the plants in their new environment. Free of charge. He was in our home, watering our plants… that’s after the sale service.
Who wouldn’t buy more when you’re receiving service like that?!