Customer satisfaction in Hong Kong exceeds global average
Post-pandemic, consumers will increasingly expect great experiences across whichever channel they choose
HONG KONG SAR – Media OutReach – 20 May 2021 – New research released today from Qualtrics (Nasdaq: XM), the world’s No.1 Experience Management (XM) provider and creator of the XM category, reveals how consumer behaviour and expectations are changing in Hong Kong, and the new experiences businesses should provide to meet the needs of consumers today and in the future.
The new study from the Qualtrics Experience Management (XM) Institute, “2021 Consumer Trends in APAC”, examined the perspectives of 556 consumers in Hong Kong. The study highlights how companies will need to rewrite their playbooks to deliver great online, in-person, and hybrid experiences to attract and retain customers.
“Across the world and especially in Asia, we are seeing customer preferences and expectations evolve at a rapid pace. If businesses are going to adapt and thrive in this new environment, they need to understand the ‘how’ and ‘why’ behind these shifting behaviours, and then use the insights to proactively design and continually improve offline and online experiences for their customers,” said Harish Agarwal, Head of CX Solutions & Strategy for Qualtrics in Southeast Asia.
“Our research shows that consumers are not going back to the way things were,” said Bruce Temkin, Head of the Qualtrics XM Institute. “Consumers have adapted to a new, digital-first landscape, and the experiences that they have with brands across digital channels directly impact their purchasing decisions. In order to be successful, organisations need to prepare for the future instead of trying to recreate the past.”
Study Highlights for trends in Hong Kong:
? Transactional and self-serve engagements – including online retail and grocery shopping, using food delivery services, online banking, contacting customer support, online education, and streaming content – are expected to increase. Consumers also said they expect to continue accessing medical advice online.
Organisations must continue to change and adapt to the changing consumer expectations in the post-pandemic environment. To do that at scale, organisations will need experience data – what consumers say they want and expect to stay ahead of customer expectations and design the experiences that attract and retain them.
Additional Information:
Qualtrics, the world’s No. 1 Experience Management (XM) provider and creator of the XM category, is changing the way organizations manage and improve the four core experiences of businesscustomer, employee, product, and brand. Over 13,500 organizations around the world are using Qualtrics to listen, understand, and take action on experience data (X-data)the beliefs, emotions, and intentions that tell you why things are happening, and what to do about it. The Qualtrics XM Platform is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build a brand people are passionate about. To learn more, please visit qualtrics.com.
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