GFLOCK
Q: Is customer loyalty prevalent among millennials and gen Z custo mers?
A: At GFlock, we believe in customer loyalty, which is vital for the brand’s growth journey and to withstand challenges in the long run. Therefore, retaining a customer is very important to us.
We serve both the millennial and gen Z markets, and these two segments are very different from each other in multiple ways. They have varied approaches to brand loyalty and how they like to be treated. For instance, millennials prefer personalised services, which we happily provide. With years of customer service excellence under our belt, our team is well-trained and experienced in identifying and providing a superior quality of service to both generations.
Founder
Managing Director
Q: What are the latest trends in customer excellence?
A: Market dynamics may change but across the board, customers expect a positive experience, and this is something that a brand must deliver time and again.
Our customer care team has always been ahead of trends. For instance, conversational commerce, which is about conducting online business via various conversation technologies, is now set to be the way forward particularly for online businesses.
I’m happy that our e-commerce customer care team has been proactively following this trend for many years and we enjoy quite an edge over the competition in this regard. Conversational commerce gives my team a chance to connect with customers along their journey and help them with issues related to online orders.
This way, we provide our clients with a customised and personalised experience. We have reached many goals through this approach, and my team will continue to deliver excellent customer care.
Q: What are the organisation’s future plans?
A: GFlock is currently focussing more on the local market and 90 percent of our revenue is generated domestically.
When looking at the local market, competitive pressure has risen and the need to fulfil sophisticated consumer needs has resulted in a world-class fast fashion industry in Sri Lanka. As the market frontier and trend-setter in the domestic fast fashion industry, GFlock has taken steps to enter potential international markets with the use of our e-commerce sales arm.
Having already entered a few foreign markets, we are working on increasing our brand visibility to reach other communities overseas.
Q: What is GFlock Life and the philosophy behind it?
A: At GFlock, we embrace a holistic approach to doing business and ensure that our operations benefit people and the planet, while being profitable.
GFlock Life is a socially responsible initiative aimed at supporting our communities. We spend one-third of our business profits on essential goods packages worth Rs 10,000 monthly for our indirect employees who function as garment workers. Every week, we share these initiatives on our Facebook page and thank all our customers who have contributed towards these worthy causes.
We share the satisfaction of such philanthropy with our customers and enable them to earn merit by making intentional purchases when they shop at GFlock.
A recent initiative of GFlock Life is the Panduwasnuwara paddy cultivation project, which was started to add our own rice to the monthly essential goods packages that are distributed among our indirect factory employees. Once again, we are grateful to our customers who contribute towards this continuing worthy cause with each purchase at GFlock.
Reforestation is another passion project at GFlock and we have undertaken many projects around Wilpattu and areas near the highways. We also encourage our customers to be a part of this process by growing trees to reduce global warming.
Customers who visit our outlets can pick any sapling they like from an assortment on display. I believe that inspiring the younger generation to create a bond with nature is the most sustainable way to ensure the long-term protection of our environment. And I’m proud that we have created over 30,000 meaningful bonds during the course of four years.
GFlock aspires to be a fair and equal company while leading the way towards a circular and environmentally-friendly fashion industry. This vision for sustainability also helps future proof our business. We ensure diversity and inclusion as we attract and retain new talent. GFlock makes the most of available talent and guarantees respect for human rights across our value chain.
I strongly believe in positive capitalism – how we utilise our profits is very important. Our ultimate goal is to operate GFlock Life to its fullest potential to uplift communities – including the vulnerable and the environment connected to our brand. It’s a continuing endeavour with many more projects planned in the near future that will expand our services to more communities.
“GFlock aspires to be a fair and equal company while leading the way towards a circular and environmentally-friendly fashion industry”
Telephone 0771 217394 | Email gayathri@gflock.lk | Website www.gflock.lk
