Enabling SMBs to succeed in the Digital Economy

Enabling SMBs to succeed in the Digital Economy

Customer expectations are increasing. More than half of regional customers expect one-hour or same-day delivery of their products, according to a recent GCC consumer survey by Kearney. In a rapidly evolving customer, business and technology landscape, what was best in class yesterday is a hygiene factor today. With 35 percent of consumers in MENA saying they will mostly shop online for things they used to buy in stores, SMBs need to urgently address this area if they are to make the transition to the new digital economy; if they are to survive and thrive. Though it may be a small part of the product journey, a mediocre or poor customer experience at this stage can have disproportionate impact on trust and retention. Many SMBs approach this dilemma by stretching resources to own every aspect of their operations from product to delivery, deeming the 'jack of all trades' route a safer bet, but forgetting the 'master of none' part of that equation.

Consider a few home truths: First, SMBs are an essential contributor to every economy. Regionally, they generate 52 percent of UAE's non-oil GDP; constitute up to 99 percent of Saudi Arabia's private businesses; and account for 75 percent of Egypt's