FINEZ

Q: What customer excellence principles make your organisation stand apart?

A: FINEZ is an award-winning lifestyle brand that focusses on introducing innovative and contemporary products and services tailored to the evolving preferences of our clientele.

With an offering proudly designed and manufactured in Sri Lanka, FINEZ distinguishes itself through a unique blend of contemporary designs, personalised service, meticulous craftsmanship and an in-depth understanding of individual tastes.

We emphasise customer-centric design by collaborating closely with clients to create bespoke solutions that reflect their unique styles and functional requirements.

Our commitment to uncompromising quality is evident in our use of premium materials combined with superior production capabilities, ensuring that our furniture and interiors are aesthetically pleasing and durable.

Timely delivery is a cornerstone of our service, along with comprehensive post-sales support including maintenance and repair services, to foster long-lasting customer relationships.

We are also developing our solutions to match evolving trends including artificial intelligence  powered personalisation for tailored experiences, augmented reality (AR) and virtual reality (VR) to enhance shopping, and sustainable practices that incorporate eco-friendly materials.

Q: Against a challenging economic backdrop, how should organisations mitigate high costs while delivering value?

A: For organisations, optimising operations is crucial and involves streamlining processes, reducing waste and leveraging technology to enhance efficiency.

Strategic sourcing plays an important role. Organisations should partner reliable suppliers who provide competitive pricing without compromising on quality while maintaining cost effectiveness and product excellence.

Employing value-based pricing is also essential to focus on the unique value proposition of products and services, rather than merely on their costs, effectively communicating the distinct benefits to customers.

Finally, customer segmentation enables organisations to identify high value customers and tailor offerings to meet their specific needs.

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

A: A holistic customer experience encompasses every interaction a customer has with a brand, from initial contact to post-purchase support. It involves providing seamless omni-channel experiences, ensuring consistency across all touch points, whether in stores, online or through social media.

At FINEZ, we leverage our comprehensive e-commerce platform – www.finez.lk – alongside an extensive social media presence across Facebook, Instagram, LinkedIn and TikTok, and our strategically located showrooms in Colombo 5, Pepiliyana and Athurugiriya with plans for future expansion throughout the country.

Personalised interactions are paramount. Our user-centric approach informs our sales operations and all customer engagements.

Furthermore, we build emotional connections with our customers by offering customer loyalty programmes that reward repeat clients with a range of benefits.

Q: How does your organisation ensure customer excellence?

A: Customer excellence is essential as it drives loyalty. Satisfied customers become brand advocates, boosting revenue through increased spending and referrals, and enhancing reputation via positive word of mouth.

FINEZ prioritises customer excellence through the continuous training and development of staff. We incorporate customer feedback to refine our offerings, implement rigorous quality control measures to maintain high standards, and nurture a dedicated customer service team that listens to, understands and resolves customer issues.

We leverage data and analytics for customer segmentation to tailor marketing efforts, predictive analytics to anticipate customer needs and personalised recommendations to suggest products based on individual preferences.

Q: What are your organisation’s future plans? 

A: FINEZ plans to expand by opening new showrooms, diversify its product range with new offerings like the CAZA kitchens line, embrace technology to improve customer engagement and implement more sustainable practices.

 

---

Telephone 0773 820744  |  Email dhanushka@finez.lk  |  Website www.finez.lk