Myntra is one of the largest e-commerce companies in India. It was setup in the year 2007 by Mukesh Bansal, Ashutosh Lawania, and Vineet Saxena. It is one-stop shop where all the needs of fashion lovers are fulfilled. It offers a wide range of stylish products such as apparel, footwears, accessories, and cosmetics which are in line with the latest fashion. Myntra adopts a proactive approach when it comes to customer satisfaction. It tries to put itself in customer’s shoes and understand both their ‘wow’ and ‘pain’ which help the company to outclass in customer satisfaction. A customer is said to be satisfied in the following three situations:
- If his/her complaint is not resolved in time.
- If the delivery of an order is not in time.
- If there is any sort of discrepancy in the delivered product.
Myntra if of the opinion that building relationship with customers beyond its transactional nature is very important if is wants to succeed in the market. For instance, once the customer service “Department of Myntra” received a call from a lady who requested for same-day delivery of her order as it was her husband’s birthday. Following this request. one of the team members of customer service department approached the logistics department and collected and delivered the order on that very day along with a birthday cake.
The company, welcomes all queries and complaints of its customers through phone calls, emails, or social media and tries to answer each and every complaint within 2 hrs. On another occasion, one of the customers ordered Ray Ban glasses and complained that he had received them in broken state. The company immediately replaced it with a new pair of Ray Ban glasses. After this incident, in order to keep away itself from a similar situation in the future, the company added one more stage of quality check. The customer service team also realized that around 80% of customers can exchange their orders due to several reasons including size issue. Due to this, Myntra introduced an exchange policy where customers can exchange or return their order within 30 days of receipt of an order. The only condition for this is that the item purchased should be in its original condition and packaging.
Myntra has built itself on the following ten crore values customer wow, ownership, follow your passion, pursuit of excellence, do things differently, do more with less, data drives decisions, continuous learning and growth, respect, equality and transparency, work hard and play harder.