{"id":9831,"date":"2024-03-08T10:28:07","date_gmt":"2024-03-08T10:28:07","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=9831"},"modified":"2024-03-08T10:28:08","modified_gmt":"2024-03-08T10:28:08","slug":"how-companies-in-uae-win-customer-loyalty","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/how-companies-in-uae-win-customer-loyalty\/","title":{"rendered":"How Companies in the UAE Are Winning Customer Loyalty"},"content":{"rendered":"\n
Our State of the Connected Customer report<\/a> shows that customer expectations are rising as spending power decreases. Here\u2019s how their habits are changing \u2013 and how you can respond.\u00a0<\/h5>\n\n\n\n

If your company operates in the UAE, you have some of the savviest customers in the world. <\/p>\n\n\n\n

When markets change because of technological or macroeconomic disruption, the UAE\u2019s customers are among the first to change with them \u2013 especially when it comes to their personal finances. <\/p>\n\n\n\n

Our latest State of the Connected Customer report<\/a> interviewed consumers and companies about customer engagement changes. We found that 78% of customers in the UAE said they have recently re-examined their priorities as a customer, citing the cost of living (75%) and advances in technology (56%) as the main reasons<\/strong>.<\/p>\n\n\n\n

The UAE is also synonymous with quality. Unsurprisingly, this means customers aren\u2019t only motivated by getting the best deal. They also want fast, consistent, and personalised interactions with brands.

A majority (89%) said they expect faster service as technology advances, and 86% said they\u2019re becoming increasingly protective of their personal information. <\/strong><\/p>\n\n\n\n

These changes in customer preferences mean companies, like yours, have to work even harder to meet customer needs. But with the right technology, you can reconnect with your customers and their changing behaviours \u2013<\/em> just as long as you use customer data the right <\/em>way. <\/p>\n\n\n\n

Want to learn more about how customer needs in the UAE have changed<\/a>, what new strategies you can adopt, and how to use customer data while maintaining loyalty?\u00a0<\/p>\n\n\n\n

Keep reading to find out\u2026<\/p>\n\n\n\n

Three new customer expectations in the UAE<\/strong><\/h2>\n\n\n\n

The very first step to delivering exceptional experiences is knowing what customers actually want<\/a>. And your customers expect you to know this as standard.\u00a0<\/p>\n\n\n\n

Especially<\/em> when 83% of customers consider the experience a company offers to be as crucial as its products or services<\/strong>. They understand that with technological advancements, companies have the ability to understand them better and, consequently, serve them better. <\/p>\n\n\n\n

Below we explore three key changes in customer expectations you need to know about.

Customers now want companies to:<\/strong><\/p>\n\n\n\n

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  1. Know them personally and offer them more for it<\/strong>: A personalised and seamless experience used to set companies apart. Now, it\u2019s an expectation. Customers expect companies to understand (78%) and even adapt (76%) to their unique needs and expectations.

    A key driver of this change is customers\u2019 awareness over the use of their data. Customers offer their personal information \u2013 through online accounts, newsletter subscriptions, loyalty programs, feedback forms, social media interactions, and cookie tracking \u2013 and they expect that to be a value exchange that leads to better experiences (87%).

    What does \u201cbetter\u201d look like? Faster responses (84%), more relevant personalisation (82%), and customised offers (71%).\u00a0<\/li>\n\n\n\n
  2. Offer a unified customer journey: <\/strong>Whether companies understand their customers or not becomes evident in the level of personalisation in their interactions.

    Customers expect consistent interactions across departments (79%) \u2013<\/em> that could be as simple as not having to provide the same information multiple times or receiving conflicting information from different departments.

    Customers anticipate that companies will cater to their requirements consistently, irrespective of the platform they choose for engagement. That also goes for the divide between online\/offline experiences.\u00a0

    Customers (78%) said they expect to be able to do anything online that they can do in-person or over the phone with many saying they\u2019ve given up completing a purchase due to a slow website (59%) or long checkout process (54%).<\/li>\n\n\n\n
  3. Be more responsive: <\/strong>The accelerated adoption of remote, digital interactivity during the last three years has heightened customer expectations for responsiveness.

    Customers have grown accustomed to instant access and rapid responses. At the click of a button, they expect companies to solve complex problems by speaking to one person (83%) or by interacting with someone immediately when they contact a company (82%). What\u2019s more: 76% said they would rather not speak to a service agent at all and would opt to use self-service for easier to answer questions or issues.<\/li>\n<\/ol>\n\n\n\n

    Fulfilling customer expectations doesn\u2019t have to be a riddle. In the next section, we explore what companies can do to keep their customers engaged.\u00a0<\/p>\n\n\n\n

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    Want to compare the UAE\u2019s customer expectations to our global findings?<\/h2>\n\t\t\t\t\t\t\t

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    How to adapt your customer engagement strategy\u00a0<\/strong><\/h2>\n\n\n\n

    Companies are facing increasing costs, rising customer expectations, and fierce competition. <\/p>\n\n\n\n

    Here\u2019s what they\u2019re doing<\/a> to meet this pivotal moment:<\/p>\n\n\n\n