Q: What is your assessment of today’s consumers and their needs?

A: Consumers are increasingly seeking convenience in shopping experiences especially through online shopping, speed of delivery to the doorstep, and the ability to seek customer support online and offline. Businesses that provide seamless and convenient experiences attract and retain customers.

They also look for more personalised experiences – for businesses to understand their preferences, and offer products or services tailored to individual needs and interests. They’re also sensitive towards a business’ environmental impact.

Businesses that address consumer concerns such as climate change, waste reduction and ethical sourcing can build strong brand loyalty.

Consumers also value product quality and value for money so price remains a significant factor in today’s market. They’re willing to pay more for products that offer stability, performance and lasting value.

Post-pandemic and other social changes have significantly impacted consumer behaviour and therefore, it’s vital to stay updated on the latest market trends.

Q: How has the economic environment impacted buying behaviour?

A: Consumer behaviour is not determined merely by economic factors – social, cultural, psychological and demographic factors also play major roles. Businesses must observe the economic environment, and strategise to side with changing consumer preferences and economic circumstances.

The economic turmoil has impacted buyer behaviour and we’ve seen a shift in demand from premium to mid-range products. There has been a definite change in spending patterns.

Oriflame provides its primary customers, who are our brand partners, an opportunity to earn additional income. This makes our brand partners more loyal to our products as opposed to an ordinary retailer.

Q: What steps does your organisation take to achieve customer excellence?

A: Oriflame, originating in Sweden, is a social selling beauty company in over 60 markets with a diverse portfolio of Swedish, nature inspired, innovative beauty and wellness products, sold and marketed through approximately three million brand partners.

To us, it’s the combination of how you live, feel, look and act that makes you beautiful – as a person and a corporation. This is reflected in the Oriflame business opportunity, and our social and environmental policies.

Our commitment to sustainability, reducing greenhouse gas (GHG) emissions and packaging waste is a top priority as we aim to minimise the environmental footprint.

Customer-centricity is highly emphasised with a focus on understanding and meeting customer needs. To achieve this, we invest in extensive employee training and development programmes from brand partners to front line staff. This includes customer service skills, problem-solving techniques and in-depth knowledge of the product portfolio, fostering empowered and customer focussed teams.

The company leverages technology to enhance the customer experience, using data analytics to personalise interactions. Regular customer satisfaction assessments and continuous surveys help identify areas for improvement.

Customer excellence is an ongoing, long-term commitment that requires dedication and resources to adapt to changing customer needs and market conditions, ensuring a sustainable and customer focussed business.

Q: How have customer communications changed in recent times?

A: As a business, we’ve always kept abreast of technological advancements, and managed to capitalise on effective communication channels for product and brand promotions. Social media platforms are focal channels for customer service. Customers often turn to social media to ask questions about our products, report issues and pursue solutions.

Messaging apps are also used for customer communications and are convenient for customers to interact with businesses.

These changes in customer communications reflect the expectations of customers, rapid development of technology and need for businesses to adapt to stay competitive and meet digital age demands.

Telephone: 5888000 | Email: cs.colombo@oriflame.com | Website: lk.oriflame.com