Flipkart co-founder and chief executive Sachin Bansal will spend a day delivering products to customers later this month in Bangalore.
Sachin Bansal and Binny Bansal are the founders of Bangalore-based Indian e-commerce company Flipkart. Sachin has decided to outreach a string of customers in the city, spending a day delivering at customers' doorstep.
The company is now trying to reach customers physically and deliver the products by themselves.
Binny, chief operating officer, already initiated this method two months ago. He delivered products sitting at the back of eKart delivery boy's bike and picked up a returned one from a customer in north Bangalore, reports the Economic Times. Both the Bansals have also spent a day answering to each customer's call.
Following this, the company's main competitor, Amazon, has also encouraged customers ro email directly to the chief, Jeff Bezos, when required.
"By making this compulsory with leaders, we are trying to drive the whole 'customer first' message within the organisation," Ravi Vora, senior vice president of marketing at Flipkart, told ET. The Bangalore-based company has grown rapidly rising to $2.3 billion this year from $1 billion last year.
The drill of delivering products to the customers is now compulsory for all top executives, said the report. Over 85 senior executives will undertake this drill, hoping to have growth in the Indian e-commerce market.
Flipkart-owned fashion portal Myntra has been in practice of making deliveries and answering customer calls by senior staff for a couple of years now.
"It helps us understand our customer profile better and this helps us with brand positioning," Sachin Arora, chief customer experience officer at Myntra, told the Economic Times. He had delivered a pair of jeans to a customer in south Bangalore last month.
The senior employees at director level of Jabong, a Delhi-based online shopping store, are also delivering products when new features are launched.
The online industry is now finding ways to approach their customers directly, hence this will expand their growth and will be connected to the buyers.
The Economic Times quoted Mekin Maheshwari, chief people officer at Flipkart, saying that new recruits will also be encouraged to follow the drill and experience the last-mile delivery.