In Pakistan, businesses prioritise consumer experience
Invest in new technology to increase interaction with customers
PHOTO: REUTERS
KARACHI:
Pakistani businesses are allocating high value to consumer experience and are aggressively investing in global technological solutions to enhance interaction with customers.
“In the past, I have never seen companies as concerned about customer experience as they are today,” said SAP Pakistan Managing Director Saquib Ahmad while talking to the media on Saturday.
SAP, a German multinational software company involved in creating enterprise software aimed at managing business operations and customer relations, has over 1,000 customers in Pakistan with double-digit growth.
Ahmad was of the view that customer experience was a holistic perception of people with a business.
He added that people could buy the same product from multiple shops but they preferred those outlets where shopkeepers welcomed them and treated them nicely.
He argued that customer experience was not limited to physical experience now. “It is the result of every interaction of a customer with a business, right from visiting the website to speaking to customer service and receiving the product or service,” he said.
Ahmad pointed out that all activities of members of a corporation impacted customers’ perception and eventually their decision to be brand loyal, therefore, companies in Pakistan were investing in better customer experience to retain consumers.
Pakistan is transforming into a consumer society and in recent times companies have started paying attention to improving their relations with customers. A great customer experience increases customer satisfaction which leads to brand loyalty.
Moreover, better customer experience gains traction through the word of mouth because customers give positive reviews and recommendations.
“This is one reason why companies are becoming conscious about their relations with customers and increasing the use of software,” the SAP Pakistan managing director said. “Even small companies are using our software like Student Biryani.”
Mobile phone service is a highly saturated segment and service providers cannot massively increase customers, hence, they want to retain existing customers through good service experience, he said.
Published in The Express Tribune, October 20th, 2019.
Pakistani businesses are allocating high value to consumer experience and are aggressively investing in global technological solutions to enhance interaction with customers.
“In the past, I have never seen companies as concerned about customer experience as they are today,” said SAP Pakistan Managing Director Saquib Ahmad while talking to the media on Saturday.
SAP, a German multinational software company involved in creating enterprise software aimed at managing business operations and customer relations, has over 1,000 customers in Pakistan with double-digit growth.
Ahmad was of the view that customer experience was a holistic perception of people with a business.
He added that people could buy the same product from multiple shops but they preferred those outlets where shopkeepers welcomed them and treated them nicely.
He argued that customer experience was not limited to physical experience now. “It is the result of every interaction of a customer with a business, right from visiting the website to speaking to customer service and receiving the product or service,” he said.
Ahmad pointed out that all activities of members of a corporation impacted customers’ perception and eventually their decision to be brand loyal, therefore, companies in Pakistan were investing in better customer experience to retain consumers.
Pakistan is transforming into a consumer society and in recent times companies have started paying attention to improving their relations with customers. A great customer experience increases customer satisfaction which leads to brand loyalty.
Moreover, better customer experience gains traction through the word of mouth because customers give positive reviews and recommendations.
“This is one reason why companies are becoming conscious about their relations with customers and increasing the use of software,” the SAP Pakistan managing director said. “Even small companies are using our software like Student Biryani.”
Mobile phone service is a highly saturated segment and service providers cannot massively increase customers, hence, they want to retain existing customers through good service experience, he said.
Published in The Express Tribune, October 20th, 2019.