iWorld

Jabong WOWs customers, stays ahead of the ‘pack’

http://www.indiantelevision.com/sites/default/files/styles/smartcrop_800x800/public/images/internet-images/2014/05/13/design.jpg?itok=itjdcjDR

MUMBAI: According to the IAMAI, digital commerce grew by 33 per cent to Rs 62, 967 crore last year vis-a-vis Rs 47, 349 crore in 2012. With increasing internet penetration, e-commerce growth is only headed north.

While it is becoming routine for a growing number of people to shop online, what is the clincher that makes consumers decide in favour of one e-retailer over the other? The answer lies in innovation and re-invention; qualities that Jabong.com claims to specialise in.   

For starters, marketing, operations and all other critical components of Jabong are well integrated with social media in keeping with the company’s mantra: to create superlative customer experiences every time.

Significantly, the approach to social media is “to be open-source.” “This affects the way we engage, the tonality and the words we use. Also, it has created a culture of being proactive rather than reactive. We are glad it’s been appreciated by our customers,” says Jabong’s co-founder and MD Praveen Sinha.

Secondly, the online retailer is high on EQ (emotional quotient). It understands that when a customer buys from Jabong, it’s not just a product that has been ordered but there are emotions attached to the purchase. According to Sinha, this aspect has a deep impact on Jabong’s culture of creating customer WOW.

Thirdly, all comments, suggestions and complaints are taken very seriously. A case in point is the Jabong design hack which is the result of a seemingly innocuous tweet sent to all major e-commerce companies by a gentleman from Bangalore. Jabong took up the gauntlet and initiated a design hack-a-thon where sundry designers and even orthopaedics sat together and brain-stormed to turn the somewhat bulky courier container used by the e-retailer into a hip, easy-to-carry delivery bag. “The intention was to host some brilliant minds at our headquarters in Gurgaon and come up with interesting solutions to the challenge. The focus was on the solution, which was to make the courier delivery bag easy to carry, efficient, lighter (if possible) and fashionable. Jabong will now work with the winning team to build a prototype,” says Sinha.

Courier services have had to evolve in the last 2-3 years for serving e-commerce. The fast turn-around-times, different sized packages, time scheduling of deliveries, cash collection on delivery and increasing service expectations at the doorstep are aspects attached to the delivery part, which was not an expectation pre e-commerce. All these are very recent and every delivery company is currently focusing on them and improving.

The process was completed in four stages. In the first stage, participants tried to better understand the challenge. The second stage had a lot of research going into finding a solution for the human body to carry weight while doing less work. The third stage saw the teams engage in design thinking and lean prototyping to come up with three designs. The last stage was a feasibility check, after which, the most practical solution was presented. A core parameter was to re-design the bag at a price competitive to the existing cost. Indeed, Jabong will work along with the winners to come up with a prototype in three months. Sinha informs that 25 people participated in the activity that was judged by Jabong operations director Pratik Gupta, MIT Media Labs innovator Anirudh Sharma, and GoJavas COO Vijay Ghadge.

Two teams won with team one comprising a biker (Gourav Gupta), an engine designer (Abhikaran Singh), a food enthusiast (Rakshit Kerni), an artist (Sahil Bindra) and IshanPadgotra from JagritiYatra. Whereas team two was made up by a student (Mohd Salman), a professional from a startup (Sameer Malik) and a user experience designer (Arunesh Moudgil).

If Jabong can think of improving on something as minor as its courier bag, even if it is in response to a consumer complaint that says a lot about how seriously the brand takes its consumers.

Latest Reads

http://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2019/04/19/jiotv.jpg?itok=FHYuwYXG
JioTV adds movie and regional channels for subscribers

In a bid to retain viewers that consume content, Reliance Jio has planned to roll out four new channels for the users of JioTV.

iWorld Over The Top Services
http://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2019/04/19/broadf.jpg?itok=o9IiC1rf
TRAI data shows broadband internet subscriber growth rate slowed in Feb-19

The month ended 28 February 2019 (Feb-19) recorded the lowest growth in terms of subscriber addition as well percentage since Aug-18 according to data released by Telecom Regulatory Authority of India (TRAI) for Feb-19.

iWorld Broadband
http://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2019/04/19/Mukesh-Ambani.jpg?itok=aKGCV6xd
Jio profit quadruples, Reliance Retail crosses Rs 100K crore revenue

Reliance Jio Infocomm Ltd (Jio) is a juggernaut that has shown the fastest growth rate towards the milestone of 300 million (30 crore) subscribers. Jio ended fiscal 2019 (financial year ended 31 March 2019, FY 2019, year under review) with 306.7 million plus subscribers.

iWorld Telecom
http://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2019/04/19/Bala-Malladi.jpg?itok=BMkWtmym
ACT's Bala Malladi on TRAI tariff order, Jio GigaFiber & pricing war in wired broadband

Earlier this week, Atria Convergence Technologies (ACT) Fibernet, the wired broadband internet service provider (ISP), inked a deal with over-the-top (OTT) platform ZEE5 in order to up the entertainment quotient for its subscribers across segments. Likewise, ACT had earlier also stitched together...

iWorld Broadband
http://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2019/04/18/zee5.jpg?itok=N4rK6uBd
ZEE5 premieres Sonchiriya

ZEE5 premieres critically acclaimed film Sonchiriya starring Sushant Singh Rajput, Bhumi Pednekar, Manoj Bajpayee, Ranvir Shorey and Ashutosh Rana on its platform today, 18th April 2019.

iWorld Over The Top Services
http://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2019/04/18/study.jpg?itok=f1XCu3T_
OTT players see interactive content as the future of fiction programming

Over the top (OTT) platforms have thrown the doors open to experimenting with new content formats. Interactivity around fiction programming is proving itself as the new area of interest for OTT platforms. Following the lead of Netflix’s Black Mirror: Bandersnatch, other players including prominent...

iWorld Over The Top Services
http://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2019/04/17/altbalaji.jpg?itok=OLOldfXl
ALTBalaji LAUNCHES #BreastBuffer TO COMBAT BREAST CANCER

ALTBalaji, India’s leading homegrown digital platform, launches an initiative to help recognise and sensitize people about breast cancer.

iWorld Over The Top Services
http://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2019/04/17/act.jpg?itok=Q-huxZMb
ACT Fibernet partners with ZEE5 to expand its OTT offerings

ACT Fibernet, India’s largest fiber-focused wired broadband ISP (Internet Service Provider), today announced a strategic partnership with ZEE5, India’s fastest growing OTT platform.

iWorld Over The Top Services
http://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2019/04/17/netflix.jpg?itok=s-rIce-9
Netflix looks to further reduce prices in India

Netflix finally understands the requirement of price-conscious India. Despite significant investment in the country, the streaming giant hasn’t been able to break into the top three OTT platforms list.

iWorld Over The Top Services

Latest News

Load More

Sign up for our Newsletter

subscribe for latest stories