We are owners, not renters

Owners don't complain about a leaky roof, they fix it. So we own our work. Take responsibility for our assignments. Deliver on our commitments. Anticipate roadblocks, and seek out solutions before they occur. We never justify after the fact.

We also own our customer's problems. It's never "not my job" even if the problem is outside our area of work, or requires us to step on some toes.

We welcome the new

A big part of working in the brand-new world of digital commerce is that there are no textbook solutions. Sure, there are established processes but there is always room for a better, more effective idea.

We invent new things, but are always open to listening to critical information that may help. We also improve on existing ideas, simplifying and bettering them.

So we keep experimenting. We run pilot programs. We do research. And we keep evaluating what works best. Because that’s the only thing that’s good enough for Cocoblu customers.

We hone our judgement

We know that customer delight depends on us making the right decisions. And these decisions are often made on the basis of data, combined with judgement and intuition. We act with speed, but we also seek the buy-in of our stakeholders and peers.

We are empowered to make good, sound, data-based decisions wherever and whenever possible. Equally, we support each other when we fail so that we learn from those experiences.

We feed our curiosity

In an ever-changing e-commerce environment, we deal with change by approaching it with curiosity. We are intentional about learning, and feeding our curiosity. We love to understand how things work, and how we can help our partners succeed.

So we take time out to explore, read, learn and understand from others how things can change. We strive to understand different perspectives.

We seek out the best and help them become better

We set the bar high in our hiring. We are building a team of rare individuals who share our customer obsession, our commitment to continuous improvement, and thrive in a climate of empowerment.

We work within a virtuous cycle of improvement. We encourage each other to ask questions and test boundaries, and use every opportunity to stretch and grow.

We are committed to developing our teams, just as much as we obsess over customer success.

We hold ourselves up to high standards

It’s the starting point for building world-beating services and processes – high standards. We consistently seek to improve the quality of our offering, as our customers expect nothing less than the best. We are committed to operational excellence, 24 x 7.

We don’t believe in resting on our laurels, but strive for continuous improvement.

We don’t hold ourselves back

We have the courage and the tenacity to chase disruptive, and at times, outrageous outcomes. It starts with having the vision that far surpasses the existing reality. This results in a completely different way of addressing problems.

It creates a big hairy audacious goal for us to pursue, and be energised about.

Thinking small is a defensive move. We live in a world of opportunities, so we evaluate the ones that will yield our customers the maximum advantage and we go after them.

We are action-oriented

Some decisions are two-way doors, and others are not. We act with speed when faced with a two-way door, or a reversible decision.

Being action-oriented leads us to show initiative, and act on our own accord. It also means not wasting a minute when our customers face a problem.

We like to stretch every rupee

We do more with less, and have the ability to stretch a rupee further.

If a decision impacts our effectiveness or our productivity, we will invest in the very best. But if it’s something short-term or low-impact, we’ll try to do without.

Challenges force us to be more creative, and experiment with new ways of thinking. Our sense of frugality drives us to tackle a problem from different angles, and exhaust several approaches before reaching a solution that works for everyone.

We will always live up to our customers’ trust

We live up to our customers’ trust in us, and their belief that we will help their brands grow.

We earn their trust every time we pre-empt an issue or a problem. When we own up to a mis-step or an oversight. When we come back with a better, different solution than the one before.

We treat our own teams with respect and an open mind. We view criticism as an opportunity to learn or disconfirm our own biases.

We enjoy details.

We like details. We like to take things apart and see how they work. The more we know, the more likely it is that we can pre-empt an issue, or eliminate a pain point

We deep-dive into businesses as teams, but we resist micromanaging or falling prey to analysis paralysis. Our smart mechanisms help us keep our finger on the pulse of things.

We agree to disagree

We believe in addressing the real issues, and this is greater than the need to be nice to one another, or to seek out social cohesion. We are committed to act in the best interests of our customer, our organisation, and our team. To that end, we will use facts and data points to substantiate why we believe in what we do. We stay committed to our beliefs, even if it means ruffling a few feathers. But once we agree, it’s tough to tell who proposed the idea, and who opposed it.

We create great results for our customers

Our Compass is a distillation of our guiding principles. We will always honour our commitments to each other and to our customers. We have the ability to surmount obstacles, and invent better ways around problems.

Results matter. Getting the right stuff done at the right time is what we are committed to, without compromising on quality, longevity, or delivering customer delight.

We leverage all our skills and knowledge to deliver the best solutions for our customers. It’s what makes us Cocoblu.