Brand Promise Yearly Review
How many changes have happened in a year? Here, you can find the changes Olight has made over one year since the brand promise was released on our 15th anniversary in 2022. Don’t forget to scroll to the bottom to find out who our 100 O-Witnesses worldwide are.
Customer-centered promises drives us to move forward and remind us to continually take your feedback into serious consideration. Based on the 4 quarterly surveys collected from our customers, we are rated 4.73, 4.54, 4.29, and 4.49 respectively out of five on average in products, customer service, shopping experience, and logistics. We have learned more about ourselves by focusing on these four categories which are essential to your Olight experience.
We would like to thank all of you who have participated in our satisfaction surveys. Hopefully, the yearly review (4/2022 — 3/2023) below can offer you a wider picture of what we have done to meet and exceed your expectations.
What we have committed to: Olight continues to focus on delivering more reliable and innovative lighting products.
What we have done:
1、Kept and improved versions of our classic product series. The Marauder mini, Obulb Pro, Valkyrie Turbo, Baton 3 Pro, etc., were inspiring additions to our classic line-ups with enhanced performances.
2、Continued expanding into new lighting categories. We were proud to launch the dual light source EDC flashlight — the Arkfeld, a multi-use safety light — the Gober, a work light — the Odiance, a 2-in-1 angled foregrip light — the Sigurd, and even more, all to bring you more illumination solutions.
3、Kept the O-designer Program thriving. By listening to and integrating the wonderful suggestions from our fans to improve our products, we successfully launched 9 color variants of our existing and widely-favored products, such as Open Pro - Brass Bark, Perun 2 Mini - Lime Green, Warrior Mini 2 - Black Lava, Warrior Mini 2 - Battle Green, and i3E - Zombie Green, etc.
4、Continued bringing in new materials and seeking manufacturing process innovation. We spearheaded the application of some new materials into flashlights, including magnesium alloy, carbon fiber, etc., and achieved some of the highest quality craftsmanship.
Furthermore, Olight was the first brand to be accredited with the CNAS LABORATORY ACCREDITATION CERTIFICATE in the outdoor lighting industry in China and obtained 123 patents regarding product innovation.
To Olight, we always put quality at the forefront when considering creating a new product.
To make our lights your most reliable illumination companions, we have tripled our efforts to improve the quality of our products to new levels. For example, we have focused largely on the quality of batteries used by gradually perfecting our battery inspection process to meet the strictest safety standards. Internally, we upgraded a Quality Management Information System to easily track data during all our processes before an Olight gets into your hands, making it possible to identify and prevent any quality issues from happening.
About Customer Service
What we have committed to: Olight Continues to Provide Excellent Service.
What we have done:
1、Improved loyalty program and enhanced benefits of O-Fan Club. 5 benefits of O-Fan Club were added to enable O-Fans enjoy more. The new levels--Yellow Diamond,Blue Diamond,Red Diamond, and Black Diamond are additions to the levels. More products are available in O-Fan Club for customers to redeem and get for free.
2、Responded to customer requests quicker and offered proactive service. We have improved our customer service experience by reducing response time and taking a proactive service in addressing all customer concerns. During the weekdays, we responded within 24 hours; on weekends, we ensured that we responded within 48 hours.
3、Extended live chat online time and Provided personalized service for customers. We extended our live chat online time to enable our customers to get in touch with us whenever they need assistance. We have improved the training of our customer service team to offer customized advice and solutions that meet the specific needs of each customer.
4、Provided surprise gifts for customers. We used to add some free gifts to customers’ package to show appreciation and gratitude for their purchase. Many customers expressed their gratitude and satisfaction with us.
About Shopping Experience
What we have committed to: Olight promises to provide a smooth and delightful shopping experience.
What we have done:
1、Added the function of "Shopping list". We have added "shopping list" as a useful feature for customers to save items that they are interested in purchasing for future reference. It is easy for customers to keep track of what they want to buy and compare prices.
2、Added the function of "Notifying me". We added "Notifying me" function to help customers stay up-to-date with their favorite products, ensuring that they don't miss out on the availability of these products. We use email to inform customers about restocked products.
3、Added "Redemption Zone" in O-Fan Club. We added "Redemption Zone" as a rewards program that allows O-Fans to redeem exclusive products by using O-coins.
4、Optimized navigation and categories. We Optimized our website’s navigation and categories to help customers easily locate desired content, improving their overall experience.
5、Optimized payment procedure. We have optimized our payment procedure by implementing a smoother interface switch. It makes sure that customers can complete payment easily.
6、Improved website speed. We Improved our website speed by optimizing page load times, and minimizing file sizes to enhances shopping experience. It can be loaded faster and provided a smoother browsing experience for customers.
7、Added "Mystery box" product. We added a new product called "Mystery box". Each box contains random products that are guaranteed to be worth more than the price paid. With the Mystery Box, customers have the chance to receive a variety of products at a discounted price.
8、Enriched activities. We have Enriched our activities to offer our customers more benefits and foster greater engagement with them. Such as Treasure Hunting game, Lucky Draw, comment to win free gifts. Customers can also earn some free gifts by participating in these activities.
9、Add distinctive icon. We added the distinctive icon on the right corner of the product profile picture to make customers clearer of what's new and what is the limited version, etc.
Additionally, we were honored to witness a meaningful shopping experience among most of you who participated in the breast cancer charity sale. We donated all of the proceeds — $24993.38 to the National Breast Cancer Foundation. It goes to prove that your purchase of a flashlight can be vital to help those in need. Olight will look for more opportunities to give back to the world, and we look forward to having you with us along this journey.
What we have committed: Olight Strives to Improve Logistics Delivery Efficiency.
What we have done:
1、All packages have been sent out within 48 hours. All packages were shipped within 48 hours, despite the high volume of orders during Black Friday, which is a significant improvement from the previous time when it used to take a week or even longer.
2、More staff were engaged in packing and shipping. we have increased our packing and shipping staff. Our delivery times have been significantly reduced.
3、Post picked up packages twice a day from our warehouse. We've been in contact with local postal service to improve the frequency of their goods pick-up for us. They now pick up our packages twice a day, which has greatly shortened the delivery time.
You all are the biggest part of why Olight has made these changes over the year. Your company and strong voices set Olight on the path towards a brighter future. You should share the joy that Olight’s fulfillment of the brand promise brings. By holding the activity #Owitness, 100 O-Witnesses worldwide have been chosen! Congratulations to all of THEM!
Click here to know more about the O-Witnesses
The great achievements made in 2022 aren’t just good news we wish to share with all of you. They should be used as a springboard to meet even more achievements in 2023. Certainly, there are always some roadblocks that will appear in our way to bring you better experiences, but Olight will crush them with the successful experiences and lessons learned from last year. We are always working hard to take care of your every lighting need and to illuminate your world! What will happen in the days ahead? Stay tuned!
You are always welcome to join us on a brighter journey and witness our changes! Please feel free to contact us at firstname.lastname@example.org if you have any suggestions.
Click here to look back at the Brand Promise.