More than half of UAE shoppers are seeking a flexible shopping journey, according to Opinium LLP and Censuswide surveys, commissioned by Adyen, a Dutch payment company.
The study found that customers prioritise shopping mode that offers their preferred payment methods, buying online and returning in-store, purchasing an out-of-stock item and shipping them directly home.
In response, 52 per cent of UAE merchants believe the impact of inflation compels them to offer discounts to consumers year-round.
The research discovered that in the face of the rising cost of living personalisation and loyalty are taking centre stage. For example, 78 per cent of UAE consumers want to see more discounts from their favourite retailers, with 67 per cent wanting businesses to take note of their preferences and previous shopping experiences for more tailored browsing.
However, UAE retailers are struggling to fulfil this, with 58 per cent finding it ever more challenging to categorise customers.
Tech advantage
Sixty-nine per cent of UAE consumers say that they’d be more loyal to retailers that let them buy online and return in-store, and nearly two-thirds 64 per cent suggested they’d have better shopping experiences if a business enables them to shop in-store and finish online or vice versa.
When asked about how technology makes them feel when shopping in-store, shoppers sounded extremely positive. Little less than half 43 per cent said they were happier because shopping was quicker, and slightly more than one-third 36 per cent said they would visit a store more frequently as a result of its technology implementation.
UAE retailers are becoming aware of the significance of connecting all sales channels. Fifty per cent of retailers have already begun to invest in this strategy in the past year, with 45 per cent considering its implementation.
Head of Adyen in the Middle East, Sander Maertens, said: “We have always recognised the potential of unified commerce for businesses and its ability to elevate the shoppers’ experience.
“It’s great to witness that in the UAE, over half of the retailers have also acknowledged its potential and chosen to invest in it. And despite the significant changes in consumer behaviour over recent years, retailers who have embraced unified commerce will find it easier to navigate and adapt to these shifts.
“Through Adyen’s financial technology platform, businesses leverage unified commerce, bringing together all payment data into a powerful system. This integrated approach provides valuable insights into customer behaviour, enabling organisations to meet their shopping expectations effectively. In the dynamic world of the retail sector, where speed is crucial, technology proves vital in building operational resilience amidst the ever-changing landscape.”
