About 80% of Middle East consumers are eager to embrace digital benefits but will not buy from businesses or brands they don’t trust, according to a report from Harvard Business Review.
The report, done in association with Mastercard, details the importance for businesses across the Middle East to balance digital innovation and customer trust.
The study explores the current business landscape through the lens of an increasingly young population, filled with consumers who prioritise brands with shared values and digital experiences that make them feel safe and secure.
It highlights trust as an important lever for customer loyalty, business sustainability and innovation.
“As the Middle East’s young digital natives and adopters of new technologies become more discerning, companies have an opportunity to reorganise their innovation priorities to better align with the elements their consumers value, which in turn builds deeper trust. When consumers can trust businesses, it gives businesses the space and security to innovate. Innovation can bring risk, and consumers across the region aren’t afraid to punish businesses they see as risky. That’s why trust is central to good innovation—it is the currency that underpins it,” says Amnah Ajmal, Executive Vice President for Market Development, Eastern Europe, Middle East, and Africa, Mastercard.
Over 70% of businesses in the Middle East recognise that service reliability and availability are paramount. However, less than half (42%) realise the importance of data security and privacy to customers, especially as digital tools and experiences become ubiquitous. To safeguard the trust of consumers and earn a licence to innovate in the future, businesses need to recognise that innovation requires flexibility and commitment.
As the Middle East’s young digital natives and adopters of new technologies become more discerning, companies have an opportunity to reorganise their innovation priorities to better align with the elements their consumers value, which in turn builds deeper trust.
Amnah Ajmal, Executive Vice President for Market Development, Eastern Europe, Middle East, and Africa, Mastercard
Businesses are faced with the challenge of innovating to satisfy consumer demand for richer, more satisfying experiences while maintaining consumer trust. However, consumers in the region are also quicker than their global peers to punish businesses for adverse events by withdrawing their trust, which raises the stakes for businesses.
The report notes that 80% of Middle East consumers are eager to embrace digital benefits but will not buy from businesses or brands they don’t trust.
Businesses in the region understand the importance of trust for their own sustainability, with more than three-quarters saying trust improves customer loyalty and more than half saying it provides a competitive advantage.
Consumers in the Middle East have also underlined the importance of strong values, with 80% saying they prioritised buying from businesses that act on causes they care about, a far higher proportion than the global average of 63%. This includes the environment, supporting small businesses, women’s economic empowerment, disaster relief, and aid.
