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US hoteliers, pay attention to Chinese shopping trends

Lee McCabe, VP, North America for China-based e-commerce platform Alibaba Group, talked about Chinese travel and spending behavior, and how U.S. hoteliers can take advantage of those trends in a talk at the recent Revenue Strategy Summit.

McCabe said
Companies are better understanding China and it’s getting much easier to work with China, If you’re doing business in the U.S., you have to be thinking about doing business in China because the opportunities are there now.

For most Chinese consumers, mobile is the internet, and the internet is mobile to them.There are 700 million internet users in China alone, he said, the majority of who access it through mobile devices. “That’s twice the population of the U.S., online and buying, in China,” McCabe said.

We’re all communicating and connecting cross-border. Digital has enabled this, and it’s enabling travel too.

The burgeoning middle class in China is hungry for U.S. consumer goods and certainly for U.S. travel and U.S. travel products.

Chinese consumers are used to a certain level of detail when it comes to customer service, and it’s a model U.S. companies must learn to leverage if they want success with Chinese consumers.

In the West, about 85% of customer service occurs post-transaction. In China, it’s pre-transaction, because they have a lot of questions about every product when it comes to commerce and travel. This is the opportunity China offers.