An initiative by Martechvibe in association with Epsilon, it is an in-person boardroom edition specially designed to engage customer experience and digital marketing leaders who have revolutionised companies using technology as a catalyst.
The meeting focuses on a group of carefully selected industry stalwarts, bringing them together to participate in an exclusive and closed-door session. The selected professionals bring a variety of viewpoints, experiences, and domain expertise to the table. They all share the vision of transforming businesses by enhancing customer experience while utilising technology and new digital methods.
The boardroom encourages frank discussions amongst peers resulting in a better strategy roadmap for organisations. In the age of building peer-exchange resources, these boardrooms form a community of like-minded business leaders to explore insights, ideas and best practices.
The retail industry in the Middle East (ME) is highly competitive, with businesses constantly seeking ways to attract and retain customers. Customer loyalty is a critical factor in driving business success in the region, and understanding the loyalty drivers, consumer behaviour, and attitudes within the retail industry is essential to achieving this goal. This session will focus on exploring these factors in detail and how they can be applied to improve customer loyalty in the retail industry. It will pertain to the Epsilon Loyalty Index UAE 2023, which would serve as a benchmark for retail brands to assess themselves against best-in-class brands in the category.
In the ME region, there are several loyalty drivers that are prevalent in the retail industry. For instance, providing high-quality customer service is a significant driver of customer loyalty in the region. Customers in the ME region place a high value on personal attention, respect, and hospitality. Therefore, businesses that offer personalised experiences, such as in-store assistance, home delivery services, or other forms of personalised service, are more likely to retain customers. Another important loyalty driver in the region is reputation and trust. ME customers tend to be highly sensitive to the perception of their peers and social groups, and they often rely on word-of-mouth recommendations when choosing brands and businesses. Good reputation and trustworthy business practices can be a powerful driver of customer loyalty. Price and value are also important drivers. While price is an important factor for customers in the region, it is not the only driver of loyalty. They are willing to pay a premium price for high-quality products and services that meet their expectations.
The boardroom session on customer loyalty will focus on the relationship amongst these loyalty drivers, consumer behaviours, and attitudes within the retail industry. The session will provide participants with a comprehensive understanding of these factors, and how they can be leveraged. It will also include case studies and best practices from successful retail businesses in the Middle East region, which have utilised these loyalty drivers, consumer behaviours, and attitudes to build exceptional customer loyalty. The session will provide practical tools and strategies that participants can apply to their own businesses to improve the same