“E-commerce in the GCC is a $22 billion market. It has seen a 32% year on year growth. By the end of 2020, it will account for 10% of total sales. It will more than double in the next 3 years and a recent study has shown that 50% of consumers are shopping more online since Covid”
These were the words with which Jeremy Denisty, Customer Director – Operational Lead MENA at Scopernia started the panel discussion on the e-commerce surge in the region. Also participating in the session were Heba Al Fazari, founder of Coveti, Majed M. Al Tahan, Founder and CEO, AYM and Co-founder & MD, Danube Online, Neelam Keswani, Director at Glamazle.
The numbers show that e-commerce is just here to stay but is going to be a strong driver of retail sales. However, one question that the industry has and many retailers are still struggling with is nailing personalization and connection online.
“Customers are looking for – speed, reliability, and overall prices. When you touch on these things customers realise that there are people behind these screens. And people need to feel that these aren’t just screens and systems, but there are actual people behind it”, Majed M. Al Tahan.
Being an e-grocer, when the pandemic hit, Dawood Online was burdened with a massive surge in orders. The market expanded tremendously, as a result of which their customers and clientele grew as well. But the fact that they had a 3-year head-start before the pandemic hit to deal with online traffic and customers, helped them focus on acquiring and retaining customers.
“We also empowered our customer service staff. Whenever you reach our customer service staff they try to go over and beyond to fulfill your needs. We assigned a customer service representative for one client who stays with him for many orders. This helps in retention and gaining live customers. Putting a personal touch on grocery shopping has been quite difficult but we are capitalizing on the 3 years head-start we got before the pandemic. So we realized that adding a personal touch to e-grocery shopping is a very essential part of our business”, he said.
For Al Fazari, it was always about an emotional connection and personal touch, without which her brand can’t survive.
“For luxury e-commerce shoppers, it is an emotional experience. Everything from A to Z has to be a perfect experience with a personalized touch. We introduced a new technology with an AI-empowered personal shopper. It talks to the customer, we train our bot to give our customers a very personalized experience. Virtual commerce as an added experience and the introduction of AI increased our conversion rate by 4 times”, she said.
Keswani’s business model has been all about the formula. They focused on the website looking slick, convenient and effective and that, according to her, would result in a good customer experience, which in turn would yield the results.
“Someone once told me that whenever you do something, make it very “stupid proof”. If you are talking about e-commerce, everything should be intelligent. That’s what we are doing”, she said.
“We wanted our website is beautiful, responsive, and give the right experience to the customer. The other thing we worked on is the fastest way to check out. Thirdly, have all the information needs to available right there for your customers from shipping details, any gifts, payment, timelines and these things eliminate the need for human interaction”, she added.
J Lindeberg was started by Johan Lindeberg in 1990s with the aimSeptember 2, 2022 | By RetailME Bureau
Majid Al Futtaim has made significant strides toward environmental, social, and corporateJuly 5, 2022 | By RetailME Bureau
Abu Dhabi based grocery retail chain Lulu Group has partnered with Amazon
UAE-government-led initiative Food Tech Valley – announced in 2021 by His Highness
Abu Dhabi-based supermarket chain Lulu Hypermarket is all set to open in
Plant-based meat brand Beyond Meat’s financial results for the third quarter of
UAE’s fresh produce brand Barakat has launched bio-degradable packaging across its entire
UAE-based agritech start-up Pure Harvest Smart Farms has signed a Memorandum of
Carrefour, owned and operated by Majid Al Futtaim – Retail in the
Grandiose Supermarket, part of Ghassan Aboud Group, has announced expansion plan in
The Valrhona journey began 100 years ago with a cocoa bean. Since
Deliveroo UAE has announced the expansion of its rapid grocery delivery service
The Ministry of Climate Change and Environment (MOCCAE) revealed that the UAE
Using technology in warehouses is the prime way to define inventory optimisation.
A boiling hot summer across Europe provided the needed incentive to get
In celebration of the ongoing football season Samsung is set to give
According to Bain & Company the global luxury goods market is poised
Newland EMEA and 42Gears have announced a strategic partnership aimed at simplifying
Fashion and lifestyle e-commerce player 6thStreet.com, part of Apparel Group, is one
UAE-based retail conglomerate Apparel Group has launched a global portal called the
The upcoming football tournament in the region will provide a boost to
Seventy-two percent of in-store shoppers in the UAE said they are more
The UAE economy is on track to record its strongest annual GDP
Tech-driven innovation is shaping sustainability in every industry including retail and food.