How to accommodate for cultural differences when measuring CX?

SteveBelgraver · 2025-01-12T10:28:21+00:00

I think it is fair to say the XM Community appreciates and values the myriad of different cultures around the globe 🌍 A quick look at the top 1000 members reflects this diversity with folks from Germany, Vietnam, USA, India, Columbia , Belgium, Singapore and Denmark to name but just a few! Three examples that illustrate how culture influences and determines the customer experience:NPS does not fare well when the same questions are used in different countries. A company with a +50 NPS in India may have much less loyal customers than a company with a -20 NPS in Japan. Or take the way how colours are perceived differently for example. In the Netherlands, orange is the national color and associated with the Dutch Royal family while Egypt, on the other hand, associates orange with mourning. Home Depot's venture into China is a costly example of not taking culture into account when it had to close all seven of its outlets when the Chinese ‘do it for me’ culture clashed with the US ‘do it yourself’ culture became apparent.Considering these entrenched differences is it actually possible to identify & survey a common CX denominator across these different cultures?

How to accommodate for cultural differences when measuring CX? | Experience Community

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