Geant and Choithrams websites redesign: have they improved the customer experience?

In March, we released our Multichannel grocery shopping report which analyzed from a customer perspective the multichannel offerings of 4 leading grocers in the UAE. In parallel to this, Geant and Choithrams, who were both reviewed in the report, have released new versions of their respective e-commerce websites. Beyond the noticeably revamped designs though, what are the main changes which have been implemented and have they improved the overall customer experience?

Continue reading

Digital interactions driving store footfall & engagement

Due to the digital evolution, the bricks-and-mortar retailing space is changing with many analysts predicting that we will see more changes in the next 5 years than we have seen in the past 20.

Historically driven by a need to stop stores simply becoming showrooms, retailers now have access to an abundance of digitally interactive solutions they can use in pursuing their overall business objectives, from driving customer engagement and loyalty through to conversion and sales.

In the first of a 2-part article, we will look at some of the technologies and tools which can be used by retailers to drive footfall and customer engagement levels in the store itself.

Continue reading

Zara RFID fitting room: making apparel shopping easier

Addressing pain points of apparel shopping

Zara recently opened a new store in Soho, their first one to feature the “smart” dressing room using RFID technology. Inside the fitting room, customers can see on a touch screen the product information of the items they brought in, all tagged with RFID, as well as available sizes and colors.

RFID is an exciting technology with numerous possible retail applications. Yet, it is often used to showcase digital innovation or generate buzz. Zara’s initiative on the other hand appears more customer-centric than technology-driven: it enhances the customer path, rather than changing or disrupting it, and simply makes it easier and more convenient.

Continue reading

Case study: Virgin Megastore MENA e-commerce

Virgin Megastore MENA launched their first e-commerce channel and transform themselves into an omnichannel organization in only 9 months.

Gain unique insights on this project, from inception through to launch, and find out how we helped the leading lifestyle & entertainment brand deliver the first omnichannel experience in the Middle East.

Read the case study

Our exclusive report: Multichannel Grocery Shopping in the UAE

The UAE online grocery market: a massive growth potential

Whilst the UAE online grocery market is still in its infancy, the potential for growth is exponential when we consider:

  • The relatively low labour and fuel costs in the UAE, which could be a key enabler for new players moving into the online grocery market.
  • The ability to quickly onboard lessons learned or tried and tested methods from other countries. For example, the concept of ‘store-to-home’ fulfillment, which has replaced ‘warehouse-to-home’ in more recent years.

An evaluation of four retailers from a customer perspective

In our exclusive report, we analyzed from a customer perspective the perceived value and unique benefits of the online channel for four regional brick & mortar grocers, to understand how well they were meeting the multichannel expectations of today’s UAE consumers.

Download your free copy of the full report

Are pure players a thing of the past?

Over the past 20 years we have seen a stampede of traditional retailers adding an online channel, with almost all now offering some form of Click & Collect as part of their service proposition.

Pure players though appeared to be already ahead of the game with speed to market, technological advancements, endless aisles and lower cost base modeling as the dominant factor for them to remain solely online.

Continue reading

Infographic: The value of returning customers

This infographic illustrates the value of returning customers by summing-up key takeaways from recent articles on the subject. It highlights why investing in customer retention should be of equal importance to acquisition. This is even more prevalent in digital commerce as customer loyalty levels are lower for online retailers.

Continue reading

Choosing the right e-commerce integrator: Successfully selecting your partner

In the first of this 2-part article, we shared key considerations for building an effective multichannel commerce RFP that will facilitate your integration partner search. We will now provide some insights on important factors that will help you identify and select the right e-commerce integrator as part of your RFP.

Continue reading

Choosing the right e-commerce integrator: Building an effective RFP

Adding a new e-commerce channel to a brick & mortar business is an intricate process and choosing the right e-commerce integrator is crucial. In the first of a 2-part article, we will share key considerations that will facilitate your supplier search and enable you to identify the integration partner that best meets the needs of your project.

As the backbone of the project’s implementation, your integrator’s experience and support will not only help secure the delivery of your project, but will also greatly affect the development and deployment of your multichannel roadmap in the future.

Continue reading

Benefits of personas in multichannel commerce

United Arab Emirates retailers deal with more than a hundred nationalities. This means different cultures and various shopping habits, sensitivities and aesthetics preferences. When designing an e-commerce website, an app or even an email blast, it is essential to know and understand your target user. Unfortunately, there is no “common user” and different customer groups must be addressed differently. It is even truer in the UAE, where it is unlikely the designer shares the same cultural background as his/her target audience.

This is where personas come into play: personas are fictional characters representing typical users or customers; they help shape profiles based on needs, motivations and desires. As we wrote in a previous blog on User Experience, creating personas can greatly facilitate decision-making, and also reduce errors and rework hours traditionally associated with design concept misinterpretations as part of multichannel projects.

In this article, we will not delve into what personas are, as there is plenty of literature on this topic, but focus more on their benefits for a multichannel business, in particular in the UAE.

Continue reading