The Kingdom has one of the youngest populations in the world with more than half of the population being under 25 years old. So in order to succeed in the local market, brands need to be able to not only provide excellent customer service but establish a brand that people are proud to be a part of. With a significant segment of the market being so young, impressionable and technologically savvy, it is important for companies to understand that customer experience is not just about the product or service they offer, but also about how they interact with their customers and how they feel about your organization after every interaction.
In the Saudi market, an excellent customer experience can be disrupted by a poorly planned infrastructure or the failure to provide excellent customer service. In order to maintain an excellent customer experience and meet the satisfaction of customers, companies need to prove that they are reliable and trustworthy. This is primarily achieved through transparency investing in business practices that provides consumers with clear information on the organization’s purpose, process, and products.