A Survey on Executive Customer Service Training

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Please accept this invitation to participate in a new Sacha Orloff Group survey on Executive Customer Service Training.

Survey link: http://bit.ly/1ui9LKZ 

This survey will explore what organizations are seeking to achieve when investing in customer service training. We explore impacts on performance: productivity, profitability and long-term competitiveness.

The survey will provide critical information on what benefits business gain from understanding the importance of customer service excellence in its value-chain; and how companies grow and retain their customers and empower their employees within their organizations. We are seeking the views of executives and managers in all industries, functions, and tenures. The survey takes less than 5 minutes to complete and your opinion will make a significant contribution to our work.

Should you like to receive our research, please fill in page 2 of the survey. Sacha Orloff Group would like to thank you for helping us with our research,

For any questions, don’t hesitate to contact us at strategy@sachaorloff.com

Best regards,

Alexandra de Kerros Boudkov Orloff
CEO, Sacha Orloff Group
http://www.sachaorloff.com

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Beyond the Digital Divide:  Evolving Digital Commerce in the Kingdom of Saudi Arabia in 2014

Capture11Sacha Orloff Group Report

Beyond the Digital Divide:  Evolving Digital Commerce in the Kingdom of Saudi Arabia in 2014

Author: Alexandra de Kerros Boudkov Orlov – CEO Sacha Orloff Group

Website: www.sachaorloff.com 

 

In the Gulf, and in Saudi Arabia, the trend is an expansionist real estate strategy.  Leading groups prefer to cash-in with proven formulas, highly praised in the Middle East, such as malls and western franchises, even if mother-brands operate online and offline.

The Kingdom has largely accepted the principle of the evolution of the shopping Malls, and has adopted by default e-commerce solutions and payments to acquire a large part of the consumer goods and products market, encompassing the full value chain from banking system, retail, airline, hospitality, tourism, transport couriers and telecommunication sectors.  Most of these companies are changing their product mix to support margins, focusing on increasing sales, and consolidate customer loyalty to grow sales and introducing co-branded credit cards.

The Millennial Generation represents one of the most important factors in the adoption of e- and m-commerce in the region. This year, Internet penetration in the Kingdom reached 59.25 percent of the population, and has grown by 11 percent since 2013

Now is the time for the Saudi merchants and business groups to be fully immersed in digital activities. As most of the Saudi firms are still not embracing e- or  m-commerce; they should tap into the market of mobile owners to drive traffic, increase loyalty and grow sales.

To link technology, innovation and strategy to the Saudi digital sector require acquisition and retention of human talents.  Leadership, creativity, expertise, development and execution are key factors to growing success and excellence. It allies company culture to create strong relationship between human forces and firms.

In all the GCC, customer service is weak and investing in training human capital is essential to obtain a level of satisfaction to retain customers. The danger to accept mediocrity is that firms compete with others on the same average level.

The actual organizational moto is to move away from channel focus to customer focus. The business implies data analytics, supply chain optimization, integrated technology and strong customer service. Businesses have to take calculated risks, embrace disruptive changes and empower their talent forces to gain both offline and online customers.

Download the reporthttp://media.wix.com/ugd/17fd63_f7f73aaa041b46fc8de638b8544402ab.pdf

 

Sacha Orloff Group in the Media:

Saudi Gazette:
http://www.saudigazette.com.sa/index.cfm?method=home.regcon&contentid=20140714211489

Trade Arabia
http://www.tradearabia.com/news/IT_261912.html

Technology Market Corporation
http://technews.tmcnet.com/news/2014/07/14/7921871.htm

 

Ministry of Economy Taiwan – Bureau of Foreign Trade
http://www.trade.gov.tw/Pages/Detail.aspx?nodeid=45&pid=480034

Topix http://www.topix.com/world/saudi-arabia/2014/07/saudi-firms-urged-to-bridge-the-digital-divide-tradearabia

The Paypers
http://www.thepaypers.com/e-commerce/saudi-arabia-millenials-are-the-most-important-factor-in-ecommerce-adoption/755814-25

Taiwan Trade
http://www.taiwantrade.com.tw/CH/bizsearchdetail/7553024/C

Retail and Loyalty
http://www.retail-loyalty.org/en/news/saudi-arabia-millenials-are-the-most-important-factor-in-ecommerce-adoption/

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We are proud to announce the launch of our new website www.sachaorloff.com

 

www.sachaorloff.com 

 

 

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May 28, 2014 · 1:19 pm

KSA to inject $30.9b in tourism in 10 years

Tourism is being ranked a top priority for Saudi tourism officials. The Saudi government is investing heavily in its tourism sector, principally to provide employment opportunities for Saudi graduates.

According to a 2013 MENA tourism and hospitality report by research consultancy Aranca, investment in the travel and tourism sector is expected to increase at a CAGR (compound annual growth rate) of four percent to SR 30.9 billion over a 10-year period from 2013-23.

The number of tourists visiting KSA is estimated to increase at a CAGR of two percent to 21.3 million over the period 2013 – 23. Revenues will total SR60.9 billion by 2023 – due to an increase in number of Haj and Umrah tourists and growth of international shopping centres.

To cope with the increasing number of visitors, the Saudi government has outlined a plan to invest more than $30 billion in its airports by 2020, including $10 billion in private investment for the sector. More than $12.5 billion has already been earmarked for the country’s four main international airports in Jeddah, Riyadh, Dammam and Madinah.

Based on the expected growth of the region, the annual Arabian Travel Market (ATM) roadshow took off in Riyadh to deliver a presentation at the offices of the Saudi Commission for Tourism & Antiquities.

“The travel and tourism sector’s direct contribution to Saudi Arabian GDP is projected to increase at a CAGR of four percent to SR83.7 billion by 2023. Put that into perspective, it is equivalent to about nine percent of current Saudi GDP, which is a great achievement. This is solely as the Kingdom looks to diversify its economy away from hydrocarbon receipts,” said Mark Walsh, portfolio director, Reed Travel Exhibitions.

Riyadh is the final leg of the six Middle East destinations being visited by the ATM team during its roadshow which took in Bahrain, Kuwait, Beirut, Muscat and Dubai. A strong delegation from the Kingdom is expected at ATM.  Led by the Saudi Commission for Tourism & Antiquities it includes, Saudia Airline, Umrah & Makarim Hospitality Group, Fursan Travel & Leisure, Hanco Rent a Car, EbreezTech, Rahhal International, and Unique Choice.

Meanwhile, Saudi Airlines Cargo will increase its belly capacity on new international routes beginning April 1 through Saudia Arabian Airlines’ new passenger flights to Manchester and Los Angeles.

The Manchester service will be operated by the airline’s B777-200 aircraft and will have a capacity of 9 tons from Riyadh/Jeddah and 12 tons into Riyadh/Jeddah, while the Los Angeles service will be operated by the B777-300 aircraft and will have a capacity of 6 tons from Riyadh/Jeddah and 8 tons into Riyadh/Jeddah. Both destinations will be served three times per week.

Source: Saudi Gazette – http://saudigazette.com.sa/index.cfm?method=home.regcon&contentid=20140220196352

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Bahrain Media Report

London and Manama – January 2014

Sacha Orloff Consulting Group in partnership with Tawasul Al Khaleej, have conducted a survey on the role of media as a catalyst for the dissemination of market information and data among businesses in the Kingdom of Bahrain.

Media is a key component of economic growth and the transformation of the economy in Bahrain. The purpose of this survey is to analyse current perceptions of the media industry in Bahrain, and how consumers and business professionals engage with the media.

Key findings include:

90.3 percent of the respondents agree and strongly agree that data is important to the performance of their business in Bahrain.

56.9 percent of Bahraini professionals perceive media in Bahrain as an important source to their business activities in the Kingdom.

However, approximately two thirds of the population surveyed agreed that, Bahrain is not a leader in the media industry.

A full download is available below:

SOC_Bahrain Media Report_Jan14

Author – Alexandra de Kerros Boudkov Orloff – Owner & C.E.O Sacha Orloff Consulting Group

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E-commerce spending reaches all-time high in Saudi Arabia

E-commerce market share in Saudi Arabia will hit SR50 billion by 2015, according to Saudi Post sources. It is consistently adopting new buyers and improving revenue. About 1 in 4 Saudi Internet users are already active in e-commerce, and they visit about 70 million e-commerce pages per month. Cash on delivery is still the preferred method of payment for most e-commerce buyers in MENA, reaching up to 75 percent according to Aramex. However, new payment gateways are emerging that are working to solve this and increase trust in online transactions.

E-commerce spending has reached an all-time high in the Kingdom, and more users are getting engaged: user growth is at an estimated 9.3 percent per year. This percentage is very likely to increase faster as e-commerce companies in the Kingdom learn how to earn and leverage their customers’ trust. But the most intriguing forecast is that m-commerce, commerce through mobile devices, will become 7 times larger by 2015, due to the progressively larger demand for mobile tablets. Today the e-commerce clients over population ratio are higher for UAE than it is for Saudi Arabia, but statistics show that the tables will turn in the coming two years.

As for e-commerce market share, the biggest player in the Kingdom today is Souq.com, with a sizeable chunk of Saudi e-buyers at 13 percent. Sukar.com follow with 8 percent of the market under their belt, then comes Namshi with 7 percent, and MarkaVIP at 5 percent. These regional companies make up just a third from the entire Saudi e-commerce market, but they are strong within the rest of the region.

Many Saudi women with entrepreneurial and career ambitions are finding e-commerce to be an ideal platform, as it allows them to build thriving businesses from home. Saudi entrepreneur Sarah Al Dabbagh, Owner of Lace Events, is an example of a successful online business. She first started to promote her wedding and event planning services on Instagram, and soon her business grew with clients from all around the Arab region.

The challenges and potential of e-commerce in Saudi Arabia will be one of the key themes at ArabNet Riyadh 2013, the largest annual digital gathering in Saudi Arabia, taking place for the second year in a row on Dec. 3-4. The forum will explore how to unlock the potential of e-commerce in Saudi Arabia, and discuss the latest trends in online payments. ArabNet Riyadh will feature 80 expert speakers and will bring together more than 800 digital professionals, influencers, entrepreneurs, and investors.

The event will also cover the newest initiatives in digital Arabic content, and will feature an exhibition with more than 40 leading companies showcasing their services and technologies. — SG

Read more: http://saudigazette.com.sa/index.cfm?method=home.regcon&contentid=20131119187121

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Bahrain Media Survey

Please accept this invitation to participate in a very short survey.

Here is the link to the survey: https://www.surveymonkey.com/s/KF58TT2 

This short survey will take less than 3 minutes to complete, and your opinions will make a significant contribution to our research on Media vehicles in the Kingdom of Bahrain. The aim of this poll is to study Media requirements in Bahrain and analyse the consumer needs and desire for more information data.

By Media, we understand magazine, paper, television, radio, digital and social media

PRIVACY AND CONFIDENTIALITY: If you agree to participate, your identity will remain anonymous and your responses will be used only in aggregate.

We truly appreciate your participation.

Sacha Orloff Consulting Group and Tawasul Al Khaleej

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