This Nightmare for Brands is a MUST for Sales in China

This morning my team was reviewing recent performance data from our store portfolio.

The big standout was that up to 40% of ALL orders were completed with human help. No chatbots or other shortcuts.
It didn’t matter if the store was selling something cheap or consumable. These buyers demanded real personal #service.

That’s because #Chinese want to talk to you. They want a deal. They treat every #Tmall and #JD store like a fruit stand in a wet market.

Whether it’s a #discount or a free gift, they EXPECT some kind of benefit at the time of sale (and they’re not afraid to ask for it.)

Even during major #events like 6.18 or 11.11, your #offer quickly becomes irrelevant. They want their questions answered immediately…by a real human.

They are looking for assurances that your product is authentic and that you’re going to deliver #value that they can’t get elsewhere.

They are expecting a conversation, not just a stock response.

In #China, brands MUST understand that shoppers expect a white glove experience…a personal concierge for everything they buy.

For #Western brands that aren’t used to this level of service, it’s a nightmare. But for those willing to rise to the challenge, the reward can be unmatched.