All this while I have read books on Zappos, Amazon, Walmart, Southwest Airlines, Starbucks and MacDonalds. They mostly spoke about companies created in America. Bigbasket is a homegrown company and the author happens to be HR of the book Saying No to Jugaad: The Making of Bigbasket.
The book talks about a similar element of a successful startup playbook, I tweeted yesterday.
I liked the clarity of founders from start in building the customer’s first organization and technology is an enabler. The author cited many examples of buying external software for logistics and the CRM unlike the rest building it inhouse.
I also liked the mention of hiring freshers out of college, giving them training and believing in them. The experiment gave innovation, loyalty and better team building for BigBasket.
Giving importance to diversity and training the company was able to give superior customer experience, unlike the counterparts who were winning customers over discount.