Flipkart

Success in an infant industry is the story of Flipkart. A start up launched in 2007

with an investment of just Rs 4 Lakhs has come to grow into the first billion
dollar company in Indian e-commerce. Flipkart exploited vast consumers
segment waiting to enjoy the comfort of shopping online. The company’s core
value lies in the operating mantra: “Don’t count your customers before
they smile”!
Major factors leading to Flipkart’s success are:

▪ Strong backend operations with its own warehouse and inventory

management system.
▪ Consistent customer service with focus on speedy resolution of delivery and
faulty product issues. It is interesting to know that the co-founders of the
company feel that discounts cannot replace the customer’s satisfaction of
prompt service and efficiency.
▪ Innovation is next. Offering options for cash-on-delivery and credit card
payment at the door step provide further choice and comfort.
▪ Flipkart succeeded in adding the ‘surprise and delight’ factor for customers.
They are treated to offers that are most suited and relevant to their
preferences. The company’s Big Billion Sale was an aggressive step towards
the same direction. Many criticized the retailer for jumping way too ahead
without much preparation for the challenge. Though Flipkart fumbled in
managing site traffic and product demand-supply gap, it maintained its
goodwill by sending an apology with explanation letter to all its customers.
It made adequate amends and managed to won back its loyalists.
▪
#Flipkart’s rules of success are simple and clear – Engage customers using
novel ideas, quality products and seamless service.