When it comes to the retail sector, what does it take to keep clients coming back?

UNITED KINGDOM / AGILITYPR.NEWS / February 04, 2022 / How Retail Businesses Can Gain a Competitive Advantage in the Omnichannel Era

By Tamer Nasrawin, Regional Presales Manager, Infobip

When it comes to the retail sector, what does it take to keep clients coming back? Beyond aesthetics and innovative product mixes, today’s tech savvy clients want more, from quality products and competitive price points to round the clock service and clear return policies.

Additionally, customers now expect a more personalized experience when it comes to engaging with their retailer of choice, and their wants have evolved to include security, relevance, and open lines of communication. In essence, clients prefer to work with businesses who understand them. Indeed, consumers consider their CX to be more significant than a product’s price or quality when making a purchase.

Retailers who manage to deliver will reap the benefits. For example, great experiences trigger word of mouth marketing, in fact 9 out of ten of consumers trust peer recommendations and happy customers will refer 11 or more people.

There is no denying that COVID has changed how customers engage with businesses, and some shopping from home is now here to stay. According to a report published by Visa, the market size of e-commerce in the Middle East is expected to be at $48.6bn in 2022 compared to $26.9bn in 2018.

KSA and UAE are driving retail sales across the GCC with E-Commerce adoption in the region is showing an annual growth rate of 25% and is forecast to hit $28.5 billion by 2022.

Digital transformation is essential, and the sooner retailers hop on board the better. Continuous omnichannel experiences will not only boost revenue and efficiency, but they will help businesses create exceptional CX from offering a personalized and interactive experience in real-time to increasing customer satisfaction and loyalty, to understanding and proactively responding to customers’ needs and behavior.

Stop by Infobip’s booth H4-B30, Riyadh Front Expo Centre, from 12pm-10:00pm.

Join Tamer Nasrawin, Infobip’s Regional Sales Engineering Manager at LEAP’s Orbital talks in a speaking session entitled, “Fortify your Retail Business in the Omnichannel Era” to learn more about ever-evolving customer expectations, behavioral trends, and the role of digital transformation in CX.