Group 1 - Chinese customers have a significantly higher demand for quality experiences compared to the global average, with 92% choosing brands based on expected experiences, far exceeding the global level of 70% [1] - 87% of Chinese customers are willing to pay a premium for better experiences, nearly double the global average of 46%, indicating that enhancing experience quality is crucial for attracting customers and translating into commercial value [1] - Emotional dependence is a core factor for successful customer experiences, with 73% of customers whose experiences meet or exceed expectations developing emotional ties to brands, compared to only 5% for those with unmet expectations [1][2] Group 2 - The primary driving force for customer experience in China is "pleasure," which is more significant than "certainty" and "fairness," reflecting the emotional value that Chinese customers place on their experiences [2] - Key factors enhancing "pleasure" include clear communication (57%), experiences aligning with brand promises (56%), and delivery quality (58%), while "fairness" relies on clear communication (61%) and promise fulfillment (58%) [2] - There is room for improvement in areas such as "control," "certainty," and personalization, as well as ESG aspects in the Chinese market [2] Group 3 - In terms of industry performance, the mobile phone (62%) and banking (61%) sectors in China excel in establishing emotional ties compared to global averages, while insurance (54%) and mobile operators (56%) lag behind [3] - The recommendation willingness (NPS) across various industries in China is higher than the global average, with mobile phones (53%) and banking (58%) showing particularly strong performance [3] - Chinese customers are more reliant on word-of-mouth recommendations for first-time purchase decisions (37% impact) compared to the global average of 23%, and customers acquired through recommendations are more likely to make subsequent recommendations [3] Group 4 - Brands should prioritize optimizing basic experiences such as communication and delivery quality while focusing on differentiated forces like respect and a sense of belonging [4] - Strengthening the emotional value related to "pleasure" and enhancing consistency across all channels are key to building competitive advantages in the Chinese market [4] - Despite the current low trust in AI applications, reasonable optimization could still become a potential breakthrough for experience upgrades [4] Group 5 - Overall, the Chinese customer experience market is characterized by "high expectations, emotional emphasis, and differentiation-driven" features, with brands needing to base their strategies on experience quality and emotional connections to continuously meet dynamic demands [5]

Group 1 - The report highlights that Chinese customers have a strong demand for quality experiences, with 92% choosing brands based on expected good experiences, significantly higher than the global average of 70% [1][21][25] - Chinese customers show a willingness to pay more for better experiences, with 87% indicating this preference, nearly double the global figure of 46% [1][16][25] - There is a notable gap in trust towards AI customer service, with only 31% of Chinese customers believing it benefits companies, lower than the global average of 39%, and only 18% feeling it benefits customers more, compared to 14% globally [1][17][19] Group 2 - Emotional dependency is positively correlated with key customer experience metrics such as Net Promoter Score (NPS), satisfaction, and customer lifetime value (CLV) [2][36] - In China, 73% of customers who have experiences that exceed expectations develop emotional dependency on brands, while only 5% do so when experiences fall short [2][29] - Although the average recommendation frequency among Chinese customers is 3.6 times, lower than the global average of 4.3 times, word-of-mouth recommendations significantly influence first-time purchase decisions, with 37% of Chinese customers being affected, compared to 33% globally [2][34][36] Group 3 - The report identifies "pleasure" as the most critical driver of emotional dependency in China, followed by "fairness," contrasting with the global focus on "certainty" and "fairness" [3][36] - Key factors influencing "pleasure" include clear communication (57%), experiences aligning with brand promises (56%), and delivery quality (58%) [3][36] - Chinese brands show weaknesses in foundational elements like "control" and "certainty," indicating areas for improvement [3][36] Group 4 - The mobile phone and banking sectors lead in establishing emotional dependency, with scores of 62% and 61% respectively, while insurance and mobile operators lag behind at 54% and 56% [4] - The mobile phone industry is recognized as a benchmark for customer experience, with a high NPS of 53 and an average recommendation frequency of 4.31 [4] - The competitive landscape in China has shifted from functional satisfaction to emotional value creation, emphasizing the need for brands to focus on "pleasure" and "fairness" while enhancing communication and delivery [4]