We spoke to Delphine Dultzin, CEO and Founder of OnTheList on how on offering members exclusive access to luxury brands at discounted prices and here is what he said about it.
First of all, how are you and your family doing in these COVID-19 times?
Delphine Dultzin: We have adjusted with everyone else and we try to make the best out of the situation by taking mini-adventures in our city.
Tell us about you, your career, how you founded OnTheList
Delphine Dultzin: After working in the fashion industry working for multi fashion brands for a bit some time we noticed how many leftovers there were, which led us to have found OnTheList in 2016 in Hong Kong and we started with pop-ups and eventually was fortunate enough to open our permanent Showroom.
How does OnTheList innovate?
Delphine Dultzin: OnTheList stays innovative with trying to find new programs and ways to make shopping easier and also find ways to also benefit our community such as implementing a new CSR program called “OnTheLove” that finds ways to do more for the community, improving our customer experience with more virtual events and webinars, and always looking for new brands to collaborate with either in our showroom or even on our online store.
How does the coronavirus pandemic affect your business finances?
Delphine Dultzin: The pandemic has affected the work and how the business is running for sure as we have to take a lot of precautions with the shopping environment of our showroom but on the upside, we have expanded our online store and added more brands to be accessible on our online flash sales and nonetheless, we were able to receive grants from the Hong Kong government, which helped sustain our business.
Did you have to make difficult choices regarding human resources and what are the lessons learned?
Delphine Dultzin: Fortunately enough we did not have to make any difficult choices regarding human resources and we are expanding our team to create a stronger OnTheList community.
How did your customer relationship management evolve? Do you use any specific tools to be efficient?
Delphine Dultzin: We make sure we communicate clearly with our customers through our EDMs, social media platforms, and also a strong customer service team that helps with all our inquiries.
Did you benefit from any government grants, and did that help keep your business afloat?
Delphine Dultzin: We have received government grants that kept us afloat, and of course, that helps when the virus heavily affected our business.
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