Key Takeaways:
Click-and-Mortar™ shopping is prevalent in the UAE: A significant majority (89%) of UAE retail shoppers use digital tools while shopping in physical stores.
High customer satisfaction: UAE shoppers report the second-highest level of satisfaction with digital shopping features among the six countries studied.
Room for growth: Despite high satisfaction, there's a decline in the rate of Click-and-Mortar™ shoppers since 2021, suggesting an opportunity for merchants to expand their digital offerings.
Gap between demand and supply: A significant gap exists between consumer demand and the availability of digital features, especially in the grocery sector.
Opportunity for merchants: By expanding and diversifying digital offerings, merchants can reinvigorate the Click-and-Mortar™ experience and attract more shoppers.
Trend:
The trend of Click-and-Mortar™ shopping, where consumers use digital tools in physical stores, is well-established in the UAE. However, there's a risk of stagnation if merchants don't continue to innovate and expand their digital offerings.
Conclusions:
The UAE has a strong foundation for Click-and-Mortar™ shopping, with high consumer adoption and satisfaction. However, merchants need to stay proactive and innovative to maintain this momentum and avoid stagnation.
Implications for Brands:
Invest in digital features: Expand and diversify digital offerings in physical stores to meet consumer demand and enhance the shopping experience.
Prioritize customer satisfaction: Focus on providing high-quality digital features that meet or exceed customer expectations.
Bridge the gap between demand and supply: Identify and address the gap between consumer demand and the availability of digital features, particularly in the grocery sector.
Stay ahead of the curve: Continuously monitor emerging trends and technologies to ensure the Click-and-Mortar™ experience remains innovative and engaging.
Measure and track success: Regularly assess the effectiveness of digital features and their impact on customer satisfaction and sales.
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