Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.
Leaders are owners. They think long term and don't sacrifice long-term value for short-term results. They act on behalf of the entire company, beyond just their own team. They never say "that's not my job."
Leaders expect and require innovation and invention from their teams and always find ways to simplify. They are externally aware, look for new ideas from everywhere, and are not limited by "not invented here." As we do new things, we accept that we may be misunderstood for long periods of time.
Leaders are right a lot. They have strong business judgment and good instincts. They seek diverse perspectives and work to disconfirm their beliefs.
Leaders are never done learning and always seek to improve themselves. They are curious about new possibilities and act to explore them.
Leaders raise the performance bar with every hire and promotion. They recognize exceptional talent, and willingly move them throughout the organization. Leaders develop leaders and take seriously their role in coaching others. We work on behalf of our people to invent mechanisms for development like Career Choice.
Leaders have relentlessly high standards—many people may think these standards are unreasonably high. Leaders are continually raising the bar and driving their teams to deliver high-quality products, services, and processes. Leaders ensure that defects do not get sent down the line and that problems are fixed so they stay fixed.
Thinking small is a self-fulfilling prophecy. Leaders create and communicate a bold direction that inspires results. They think differently and look around corners for ways to serve customers.
Speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk taking.
Accomplish more with less. Constraints breed resourcefulness, self-sufficiency and invention. There are no extra points for growing headcount, budget size, or fixed expense.
Leaders listen attentively, speak candidly, and treat others respectfully. They are vocally self-critical, even when doing so is awkward or embarrassing. Leaders do not believe their or their team’s body odor smells of perfume. They benchmark themselves and their teams against the best.
Leaders operate at all levels, stay connected to the details, audit frequently, and are skeptical when metrics and anecdote differ. No task is beneath them.
Leaders are obligated to respectfully challenge decisions when they disagree, even when doing so is uncomfortable or exhausting. Leaders have conviction and are tenacious. They do not compromise for the sake of social cohesion. Once a decision is determined, they commit wholly.
Leaders focus on the key inputs for their business and deliver them with the right quality and in a timely fashion. Despite setbacks, they rise to the occasion and never settle.
Manish Tiwary, Vice President - Category Management, on finding locally relevant ways to reach out to the remotest parts of the country, unleashing the country’s entrepreneurial energy and manufacturing potential
As technology evolves, retail everywhere in the world today cannot be confined into the boundaries of e-commerce or physical shopping. Customers are telling retailers that they want to shop in a variety of ways and across a variety of channels. Sometimes it’s more convenient for a customer to go to a store. Sometimes it’s more convenient to purchase online. Sometimes it’s more convenient on your phone or your desktop computer. And sometimes it’s convenient to tell Alexa what you want.
In World, ecommerce has potential to open up access for both customers and sellers in some of
the smallest parts of the country to make for a great multiplier impact.
Our vision is to transform how World buys and sells and in the process, work closely with the local small business ecosystem to empower them while ensuring seamless customer experience. What we want to do is make it easy for customers to find, discover and buy whatever they’re looking for whenever they’re looking for it. In India, we have currently started with ecommerce and it is a great inclusive and unifying force and we also find physical ways to reach out to the customers with programs such as SMS LIVE SHOP Easy or I Have Space, especially for new-to-online customers. We will continue to remain focused on fulfilling customer needs and offering differentiated customer experiences.