The decision to deliver countrywide was absolutely driven by their customers. Noir received many inquiries from people outside of Nairobi who were keen on purchasing but were unable to because of the delivery restrictions. The loss of potential customers for the very young company led them to intentionally consider countrywide delivery.
“The goal is to act as a bridge between the world and our country. This is done through bringing quality products from the different parts of our world to our customers’ homes,” shares Kush, Founder – Noir.
Noir works with a professional and reliable logistics company that guarantees their products are in good shape when being delivered countrywide within 2-4 days of ordering.
The company has been operational for the past 6 months and has office spaces in Spring Valley, Nairobi. Noir is all about bringing luxury to your doorstep, driven by the goal to certify that all their customers get access to premium interior and lifestyle products. The company stocks high-end products from well-known brands globally that were previously not available in Kenya.
Kush explains that they spend a lot of time curating their collection, so as to make sure that the best is showcased to their niche customers whose needs are paramount while having a laser focus on the customer experience. The end-to-end journey of interacting with the luxury products from viewing, ordering, checking out and delivery is smooth.
Noir’s founder shares that the major challenge has been in earning their clientele’s trust. “Naturally people have this trust block, the whole notion of ‘seeing is believing’ is very apparent. When they are unable to see the products in flesh, they have a reluctance in buying – however, we introduced a full refund returns policy which encouraged our customers to make the purchase”
Since its inception, the company has continued to receive positive feedback on the quality of service offered and products delivered – this has further strengthened the Brand’s value and trust factor. As an e-commerce company, their pride lies in offering convenience to their customers as they are able to easily order the products online and they enjoy next-day delivery in Nairobi and its environs.
Kush describes the company as very customer-centric. Their innovation opportunity lies not only in providing luxury products but in making sure that the purchasing process is seamless for their customer.
“The product selection process is very thorough as we only stock products that match up to our chosen criteria. Our next day delivery is a winner for us as our customers get their products delivered within 24 hours after their order is placed,” shares Kush.
In just 6 months they have continued innovating, launching new products that are doing pretty well. “All work and no play makes Jack a dull boy which is the same case with Noir, we like to be associated with fun! We like to be innovative!” quips Kush.
Noir now also offers a gift registry service that enables customers to celebrate their loved ones on special days such as weddings and birthdays.
In addition, Noir is launching a marketplace in the near future – enabling quality local vendors to showcase and sell their products via the Noir platform. “We definitely want to promote the local luxury eco-system, which is the primary reason behind the launch of Noir Marketplace, giving a voice to luxury vendors in the locale,” explains Kush.
The fact that Noir is purely an online shop has been a great opportunity for them during the COVID-19 period. Many people have shifted their lives and work online. “In business, you will meet many roadblocks along the way with things that never seemed like issues but you have to keep pushing and keep getting through. Eventually, all things will fall into place,” says Kush.
The products are sourced from all over the world and they range from soft furnishings, décor, and lifestyle. Kush explains that they have reliable people in the UK & USA who help them carry out the meticulous curation process of products to make sure that they bring only the best quality to the market. Regardless of the current world lockdowns, it has been business as usual for the company as cargo movement has not been curbed.
Another challenge that Kush faced was working remotely from home. The idea of taking up serviced office space appealed to him as an opportunity to help boost productivity. “The space here is beautiful which really helps with creativity,” he shares.
As a fairly new member at Nairobi Garage Kush describes the community-focused nature of the space as an important thing. “I joined slightly over 2 weeks ago but I like it here. I love the community aspect. There are a lot of benefits that come with working in a community such as networking with other like-minded entrepreneurs.”
As a parting shot, Kush advises startups to keep pushing despite the uncertainty that comes at them. “When consistency meets opportunity then great things happen! Just keep knocking on that door and soon you will have it opened.”
Feature image provided by Noir