CMP067: Rethinking the WeChat User Experience: Personalization, Commerce & Customer Journeys with Tom Kruger of Chatly

March 26, 2020

Today we have Tom Kruger on the podcast. Tom is the Shanghai Managing Director of Chatly, a WeChat social CRM platform for global brands. In this interview, he explains why brands need to rethink their WeChat strategies and position WeChat as their brand’s core customer engagement hub in China

Many brands are still treating WeChat as the same platform it was several years ago, but in reality, the platform has been constantly adding features and has morphed into this complex ecosystem allowing brands to bring the entire customer journey from awareness to conversion and loyalty, all into one app.

In this episode, Tom guides us through the entire funnel, from building an identified contact, creating 48-hour journeys, setting up segmentation and retargeting, and designing commerce and loyalty mini programs.

This episode is super detailed, its essentially a free WeChat CRM master class so be prepared to learn a lot!

To learn more about marketing in China,sign up for our newsletter: The China Marketing Update!

To learn more about marketing in China, sign up for our newsletter: The China Marketing Update!

WeChat Webinars: 

March 31st: WeChat Initial Touchpoints: How to Optimize the New User Experience

Guest: Tom Kruger




Host: Lauren Hallanan



WeChat: H1212118514

Check out my book: Digital China: Working with Bloggers, Influencers and KOLs


Thanks to our sponsors PARKLU: and Chatly: 

If you like this podcast and know someone who might find it interesting, please share!  

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