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Customer’s customer happiness is the true reward of service delivery! Pleased to share with you all that our customer’s customer (Flipkart) has conferred the Best Performance Award on Genex Logistics for their Big Billion Day operations! We thank the Flipkart team and Hindware team for giving us the opportunity to serve. . Big Congratulations to the Genex warehouse team and the entire operations team for this excellent feat! Wish you many more such successes! #CongratulationsTeam
Get credit of up to ₹1,00,000 and pay in EMIs. Shop all you want when India’s biggest sale returns. #TheBigBillionDay #sathi4shopping https://www.instagram.com/p/B2xAZwsgyYa/?igshid=yjfewgo7tao3
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Things we learnt from Flipkart and the importance of being earnest in business
Clients often ask what strategies to employ in order to break through the competitive clutter and here’s what we say: Just be earnest. Provide something genuinely useful to your consumer and you’ll not only capture attention, but also gain their loyal support.
The current Indian media landscape has grown competitive in terms of which brand can be bigger, brighter and louder just to get a few seconds of the consumer’s attention. But in all honesty, most of these eye grabbing advertisement tactics hardly work, especially with language like “OMG Sale!” or “All-Natural” or the over-used “handcrafted artisan”.
All in all, things that matter today to customers is how genuine your services are and how straightforward your approach is. It’s all about solving a problem and meeting a need. With consumers turning out brands right and left, it’s no surprise that we have to help them break through the clutter and find a connect with the brand.
And this connect comes with honesty. The recent example was Flipkart’s Big Billion Day sale. Touted as the biggest eCommerce sale of the year, the team at Flipkart left no stone unturned in order to advertise their sale widely, right from billboards to alerts on mail, TV commercials and text prompts, they made sure, that each and every person, knew about the sale, before the Big Day!
The sale turned out to be the most widely marketed sale in eCommerce history in India, but also left the majority of masses disgruntled and agitated, owing to their web page crashing, products going out of stock, all due to the heavy traffic and increasing number of online shoppers who turned into Flipkart on The Big Billion Day.
In spite of the economic reaps; the day was a downfall for Flipkart in terms of losing the trust of their buyers and the sale coming off as a scam, with certain product prices being raised just few days before, only to be brought down at discounted rates on the “Big Billion Day”.
And that’s when Flipkart, a company led by visionary founders went on to issue an earnest apology, which only few in India have been able to execute, showing that they are not hiding behind the INR 600 crore sales figure.
Instead, they acknowledged in this honest to heart letter to each and everyone of its consumers that they messed up. The founders admitted to the lack of preparations at the company’s end and apologized. “We saw unprecedented interest in our products and traffic like never before. We also realized that we were not adequately prepared for the sheer scale of the event. We didn’t source enough products and deals in advance to cater to your requirements,” they said.
The letter from the founders ended in an emotional note saying, “Everything that we have achieved at Flipkart is purely on the basis of our customer's trust and faith. This is why we come to work each day and continue to remain extremely passionate about building the best possible customer experience for Indian consumers. We failed to live up to this promise yesterday and would like to apologize once again to every single customer for our failure.”
With a genuine and earnest apology like that, the same buyers who dished Flipkart took to social media to appreciate the honesty with which the company accepted its mistakes and how they’re willing to give Flipkart yet another chance. Now, that’s what we call an excellent PR.
So, here’s a simple funda to retain your customers even if you do goof up. Accept your mistakes. Apologize and stay true to who you are as a brand. Because, although marketing trends may change, but being earnest in business will never go out of fashion.
I think I'm reasonably satisfied with the deals I got from #thebigbillionday ; Good job #flipkart (#startups)
I think I'm reasonably satisfied with the delay I got from #thebigbillionday ; Good job #flipkart (#startups)
