Worlds Apart: How the consumer Journey differs between Chinese and Western Markets
Aug - 2023 | Written by Deng Hao
There are numerous differences between the online consumer journey of a typical Westerner and a person in China. These differences can be attributed to a variety of factors, including differences in technological platforms, cultural preferences, government regulations, and other factors. Here are some key differences:
Social Media Platforms
In the Western World, platforms like Facebook, Instagram, Twitter, and LinkedIn are integral to the consumer journey, from discovery to consideration, and even purchase. However, in China, these platforms are generally inaccessible due to government censorship. Instead, platforms like WeChat (a multi-purpose app that includes social networking features), Sina Weibo (similar to Twitter), Douyin (known as TikTok internationally), and QQ are more commonly used.
Amazon and eBay are very popular in the West for online shopping. In contrast, Chinese consumers use platforms such as Taobao, JD.com, and Pinduoduo. These platforms often offer a more integrated and social shopping experience compared to their Western counterparts.
Google is the dominant search engine in the West, while in China, Baidu is the main player. This can affect how consumers discover and research products and services.
While Western consumers still commonly use credit cards and PayPal for online transactions, mobile payment services like Alipay and WeChat Pay are ubiquitous in China and often preferred for their convenience.
Chinese consumers might be more influenced by Key Opinion Leaders (KOLs), who play a crucial role in the consumer decision-making process in China. Additionally, live streaming commerce is much more prevalent and popular in China than in Western countries.
Data Privacy and Security
Western consumers are generally more concerned about data privacy and security due to more stringent regulations (like the GDPR in Europe). Chinese consumers, on the other hand, have different attitudes and expectations about data privacy.
China’s government regulates the internet and online services quite heavily, which influences what platforms are available, how they operate, and the online experience for consumers.
Customer Service Expectations
Chinese consumers often expect instant online customer service, with many e-commerce platforms offering live chat services.
Integration of Online and Offline (O2O) Services
In China, the integration of online and offline consumer experiences is more common and advanced than in the West, with QR codes and mobile apps being used extensively to bridge these two worlds.
The online consumer journey displays marked differences between Western and Chinese markets, attributable to various factors such as technological platforms, cultural inclinations, governmental policies, and more.
Given these distinct differences marketers eyeing the Chinese market should prioritize understanding and integrating into local platforms like WeChat and Baidu. Embracing mobile payments, engaging with Key Opinion Leaders, and offering prompt online customer service. Additionally, recognizing the significance of blending online and offline experiences, and being mindful of China’s unique governmental and data privacy landscape, will be pivotal to successful market entry and sustained growth.