Sultan |
Increased consumer sophistication and demands as well as the expanding road infrastructure.
"Increasingly, customers will demand that retailers provide solutions to their diversifying needs," says Sultan. "The more visionary, versatile and flexible a retailer is, the more competitive its services will be."
"Tourism, commercial, residential and population growth in the UAE, coupled with expanding road network infrastructure are factors which will increase the total size of the retail sector."
"The face of retailing will evolve. As consumers become more demanding, they will choose retailers who satisfy an increasing number of their needs on a one-stop basis - time famine, value and convenience will increasingly influence the customer's choice of retailer," he said.
"Consumers will choose retailers with a brand that can be trusted, an offer that is known and consistently available, and whose products and services are value for money. As competition intensifies, some retailers will thrive, and others will struggle."
Sultan believes that IT (information technology) advances will shape the way UAE service station operators conduct their business in the near future.
"Technology is both the enabler and catalyst of change and it has already impacted the face of service stations - but looking forward the pace of innovation will accelerate dramatically.
Technological advances could potentially influence every element of the customer experience at the service station," said Sultan.
"It is possible that customers could communicate all their needs before arriving at the service station. These needs could include fuel purchase requirements, shopping order from the convenience store or take-away dinner for the family.
"More advanced applications could even enable motorists to collect products already ordered through an e-retail shopping site or even print copies of documents held on their laptops. The list of possible customer needs that can be satisfied through technology will continue to grow," said Sultan.
Enoc, together with its subsidiary Emirates Petroleum Products Co (Eppco) LLC, operates a network of 140 service stations in Dubai and the northern emirates. The two companies' core petroleum retailing business is supplemented by a comprehensive network of individually branded, quick lubes and car wash facilities and a growing number of Tasjeel centres.
The group's StarMart, MiniMart and Aqua convenience stores offer a wide range of goods ranging from foodstuff to newspapers while Eppco's drive-thru, fast food restaurants offer convenience and value for money.
"Our retail offering is among the leaders in the UAE and our plans for further market penetration continue to evolve," said Sultan. "Enoc has an aggressive growth agenda and will certainly expand its retail network both in terms of quantity and quality.
"As new roads, businesses, and residential communities are built, Enoc will open new, industry-leading retail sites. By the end of 2004, we plan to have opened 60 new-to-market ENOC retail sites.
"The facilities of retail sites within the existing Enoc/Eppco network will, in many cases, be upgraded to provide a bigger and better shopping experience for our customers. We will provide an increasing range of shop products and services to our customers and expand the number of car wash and quick oil change facilities where local demand justifies."
Regional and international expansion is also on the cards for the Enoc Group's retail operations. According to Sultan, Enoc/Eppco's retail offering could be competitive in any international market.
"In the medium term we would target those markets where the greatest synergies and potential exist," said Sultan.
What the Gulf will look like in five years is one of the key issue at this October's Dubai Strategy Forum where the group is one of the forum's organising partners.
