Shabier Subian
Director

Q: The need to provide holistic customer experiences is rapidly gaining importance. What is your interpretation of this?

A: Our goal as an organisation is to deliver a comprehensive and fulfilling shopping experience for our customers. To achieve this, we have expanded beyond apparel by diversifying our range to include a homeware collection that includes ceramics, kitchen accessories, bed linen and decorative ornaments. This enables us to offer our customers a wider selection of products.

Additionally, by integrating confectionery into our product portfolio and in-store services, we strive to fulfil more of our customers’ lifestyle needs and elevate their shopping experience. Through these efforts, we aspire to position Fashion Bug as a one stop destination where quality, style and convenience seamlessly blend.

We also aim to make our stores more than merely retail spaces. We want them to be welcoming environments where customers feel valued and part of something larger.

Moreover, through engaging seasonal campaigns and community initiatives – such as Roo Siththam, an all island art competition, as well as career guidance programmes for youth and community focussed events – we create meaningful connections that go beyond transactions, building trust and fostering loyalty.

Q: Why should customer excellence always be a priority? And how does your organisation ensure this?

A: At Fashion Bug, excellence in customer care is at the heart of everything we do. We firmly believe that prioritising outstanding customer service, and creating exceptional and memorable experiences are crucial to building trust, fostering long-term loyalty and establishing a brand presence that resonates deeply with every customer.

In today’s fast-paced, dynamic and highly competitive market, simply meeting customer expectations is no longer sufficient. Instead, as a company, we strive to go the extra mile to assist customers, which not only sets us apart as a brand but also strengthens the bond we share with our valued community.

To achieve this level of customer excellence, Fashion Bug has made substantial investments in various initiatives including continuous training programmes, specialised workshops and professional development courses in partnership with renowned institutes.

Additionally, our team is dedicated to growth and learning, ensuring that every customer interaction is handled with the utmost expertise and care. We proactively seek and carefully consider customer feedback, valuing their insights, which helps us consistently enhance and refine our product offerings.

We’re also committed to making every shopping experience at Fashion Bug as personal, memorable and seamless as possible. From meticulously curated collections to personalised recommendations, we are dedicated to ensuring each visit is special, distinctive and tailored to meet individual preferences.

Q: How does your organisation harness the power of data and analytics to elevate customer experiences?

A: At Fashion Bug, we pride ourselves on maintaining agility in an ever evolving retail environment. Our commitment to staying ahead of market trends enables us to swiftly adapt and respond to the changing needs of our customers.

Moreover, through data driven marketing strategies, we connect with the right customers, delivering the right message at the right time to maximise impact and relevance. To achieve this, we adopt a comprehensive approach to understanding customer behaviour.

By analysing purchase histories, delving into customer feedback and leveraging social listening, we create highly targeted campaigns that align with our customers’ interests. Additionally, we ensure that our stores are consistently stocked with the latest, popular and trending products, ready to meet customer demand at any moment.

Q: What challenges does your sector face at this time?

A: Delivering outstanding customer service hinges heavily on having a well trained and motivated staff. However, one of the significant challenges is the shortage of skilled workers in the retail sector in Sri Lanka, partly due to the migration of the skilled workforce.

This makes it difficult for the retail sector to maintain consistent service quality, as continuous training and staff development are essential to ensuring team members are equipped to meet customers’ needs effectively.

Additionally, frequent changes in trade policies, import restrictions and tax regulations can create an atmosphere of uncertainty for retailers, making it challenging to implement and plan long-term strategies aimed at achieving customer excellence. Moreover, sudden regulatory shifts can impact product availability and pricing, compromising operational stability and potentially disrupting the customer experience.

In the face of these challenges, we at Fashion Bug focus our efforts on expanding and refining our product range while prioritising personalised customer service. By remaining adaptable and customer focussed, we aim to overcome these obstacles and deliver the premium experience our customers deserve.

Telephone 2809900  |  Email info@fashionbug.lk  |  Website www.fashionbug.lk