Global News and Digital Insights
for the Consumer Goods Industry

Know your customer: A key to success for Middle East’s retailers



Pandemic has transformed consumers’ shopping behaviour as UAE’s Kearney Research reveals that consumers demand the touch and feel the experience of physical stores, combined with the convenience and ease of e-commerce. The 14th Annual Global Shopper Study claims that only two-thirds of consumers are returning to stores, while 70% of them research about pricing and product prior to visiting a nearby store. The true challenge for retailers lies in “knowing” their well-informed customers to improve the in-store shopping experience. Retailers should train their staff members to deal with smart customers who expect convenience, choice, access, and speed of online shopping from in-store retailers. Plus, retailers should strategically utilise personalisation, customisation, and data to provide the right product to the right customer at the right time.

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