Sitecore, the global leader in digital experience management software, has revealed that 100 percent of clients in Qatar have become digital converts since the pandemic and now want to keep buying everything online.
The research, conducted by YouGov MENA, surveyed more than 650 IT decision-makers across 12 countries in the Gulf Cooperation Council (GCC), the Levant, and Egypt.
According to a recent report by MarketLine, the Middle East’s eCommerce sector reached $12.1 billion in 2020, signifying 53.8 percent year-over-year growth, which is boosted by COVID-19’s stay-at-home economy. Electronics and retail brought in $5.2 billion, accounting for 42.5 percent of the overall market.
Customers are placing a greater emphasis on the customer experience as eCommerce continues to expand. According to the report, “Since the pandemic, 100 percent of Qatar’s IT decision-makers said their customers will navigate away from a site and choose an alternative if they can’t find what they need in just a few clicks.”
Furthermore, 88 percent of Qatar respondents agreed that customers had less patience with websites that are slow or don’t work properly.
“With 100 percent of Qatar customers being digital converts to eCommerce, the country is seeing a rapid transition from bricks and mortar stores to hybrid and eCommerce models. Millennials and Generation Z customers have quickly shifted their significant spending power online. Pressure will continue to mount on retailers until they can deliver an experience that delights. Brand loyalty has evaporated and there is no margin for error from browsing through to delivery. Brands in Qatar are already ahead of the curve in prioritizing mobile apps and websites to personalize online experiences.”
Brands in Qatar are taking a variety of actions to enhance the shopping experience. The majority of 63 percent choose a mobile-friendly internet app or website as one of their top three options.
“Also scoring highly in the top three choices were brands keeping up to date on the latest trends and fresh inspiration (51 percent), remembering customers’ shopping history and preferences (51 percent), the ability to order by voice command, smartwatch, or smart speaker (50 percent), and knowing the name during login or customer service (39 percent),” as per the report.