Anuj Rathi: preference

Transcript context

…When you're trying to decide which side of the marketplace to focus on and prioritize, do you have any lessons or rules of thumb of just focus on the customer and index towards their happiness versus the supply versus, say, the delivery person? There's one thing that I think marketplaces need to realize is that, A, you need to be operating in a stable marketplace. So all sides need to be stable enough so that they're not going to go away. So I think that's a starting point, and that's an important point because once we have established that, then after a stable marketplace, then we say, "Which are the kind of customer that we are in the service for? Which are the customer that we will really focus on?" For example, Amazon is very, very clearly a customer-centric company. If they have to make a choice, they won't because they need to have a stable marketplace. So sellers also are very... as important, but slightly more important than the customer. For example, if you looked at, say, Taobao or in Alibaba, their way of thinking is their aim in life is to create life-changing experience for 10 million Chinese sellers, and they will create a marketplace from the point of view of sellers which can actually sell. Again, they will have the same consumer app, and a seller work, and so on. They are in the service of sellers, so you really need to derive from the company's vision. I think the way we had thought about it at Swiggy that we had to clarify in our values that the first value is... Initially, it used to be customer comes first, but that was very confusing because everybody is a customer. Even a restaurant is a selling customer and so on. We had to clarify that consumer comes first, the end consumer which is actually eating food because we are a convenience company that delivers to the end consumer, and when you're thinking about restaurants or delivery partners, we work with them because we both are... When you're talking with the delivery partner, Swiggy and the delivery partner, we both are in the service of the customer. So you'll build that app also from that perspective and even the restaurant side also from that perspective that we both are together in the service of the end customer. I feel like you have probably a hundred more frameworks, and processes, and acronyms we can talk about, but I know you got to go. Is there anything else you wanted to touch on, or is there anything else you want to leave listeners with before we get to our very exciting lightning round?…

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