Your relationship with your customers is a vital part of how profitable and successful your business can be. In Dubai, where new business is constantly being introduced, and there is a large number of tourists and single-shop customers, being able to stand out, generate relationships, and obtain repeat custom from locals and through digital means is crucial. Today we are looking at Customer Experience (CX) and digital customer care, what the stages are that you need to be aware of, the different ways you can focus on these areas, and the key technologies that will drive excellence for your Dubai business.
Customer care and CX are both an important part of how your business engages with and treats its customers, but there are a few important differences between the two.
Customer care is how you treat your customer, the way in which you communicate with them, how they are targeted, and what benefits are offered to them. This process can be highly personalised and happens over different stages within their customer journey.
Customer Experience is the overall impression that the customer has of the brand / organisation. This opinion is shaped by every interaction and the customer care they have received. As with Customer Care, CX is shaped over different stages throughout their journey through your sales funnel.
Customer care is largely split into three distinct phases:
It may sound strange to have portions for customer care before they or you have made contact, and afterwards – but these areas are just as important for your strategy.
Before a customer contacts you, they may do a certain level of research on the products or services that meet their needs, and how you are seen and what reputation you have for handling customers is going to play a large role in this area.
It is also important to consider that how simple and easy you make it for engagement, contact, and escalation of purchase intent. This can and should be considered part of your customer care strategy.
Once the potential customer has made contact, how you treat them, what you can provide them with, and what you offer is going to largely influence your customer care.
After a successful sale, you need to nurture your connections and this is the post-contact customer care area, where you keep in touch, provide them with options, and look to make their next purchase one that they will make with you.
In Dubai, where there is a huge amount of tourist trade during certain times of the year, it can be too easy to neglect the pre and post contact stages for customers living in the local area, finding it easier to make quick one-off sales.
Just remember though, during quieter times of the year, your local customers are going to be the ones supporting your business.
Utilising effective lead management can help you to organise your data and ensure the right level of focus is being given to customers at every stage of your sales funnel. TEB makes use of visualisation of your funnel and bucket, so it is even easier to process and share what stages you are at.
In order to focus appropriately on customer care, you should consider:
Modern technology has been making game changing evolutions into customer service, CX, and customer care. With faster response times, less wastage and errors, and more resources available to handle engagement, those at the top know just how important it is to have a digital-first setup in place.
In order to make the most of your budget, resources, and time, you need to be supported by a robust architecture that allows for growth and innovation. Dubai is driven by entrepreneurs and established businesses alike, and if you do not have the ability to make fast and flexible decisions, you will get left behind.
Some of the key technologies that will help you provide outstanding customer care in Dubai business include:
Integrating a digitally driven infrastructure into your business can help you to make the most of every opportunity and ensure that your resources are working at their most profitable.
Customer care is crucial to business success, and TEB ensures you can provide the customer experience your customers deserve. With TEB, businesses across 18 different industries are proving an efficient customer service to close more sales and lower their churn rate. Here is how:
Discover what TEB can do for your business and book a demo today. Make 2025 the year that you bring digital excellence into your Dubai business and ensure that your customer care is impeccable.
