Service innovation through technology: Flipkart's Story
What does home delivery, cash on delivery, low cost EMI and exchange of old product at door step mean to consumers? It is not shopping, it is a job he had to do to get real value out of shopping.
Indian consumers are going through massive transformation: need based to consumerism, localised yet flavour of global experience and extracting value out of every penny. Flipkart /e-commerce has played pivotal role in transforming and mutating consumer experience and behaviour in India. Identifying an important job for Indian consumers and innovating new retail experience has been the innovation journey of Flipkart's supply chain. We are re-inventing the supply chain from consumer perspective and building a personalised and highly scalable service web using technology and culture.