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Bengaluru: In ancient times, kings used to go among the people to know about their problems. Now, the newly-appointed CEO of Ola Cabs services, Hemant Bakshi, is doing almost the same thing by playing the role of a cab driver on weekends and driving a cab on Bengaluru roads to understand customers’ problems and expectations. Among all the interesting and viral stories we hear about Ola Cabs, this is surely the most intriguing one. With this move, Bakshi aims to understand the customers’ experiences and the challenges or discomfort they face while travelling in Ola Cabs.
While addressing the media briefing on January 25, the Ola CEO shared his approach, highlighting the significance of firsthand experience in shaping a customer-centric strategy. The reason behind his approach is to bridge the gap between leadership decisions and on-ground realities. This unique approach will help him to take necessary decisions to better customers’ experience.
“Ever since I have come to Bangalore, I try and see if on Sunday I can earn some extra money, so I drive the Ola cab often,” he said.
A former executive at Unilever, Bakshi took over the position from Ola’s founder and then CEO, Bhavish Aggarwal, after the cab service-providing company underwent strategic reorganization into three distinct units: financial services, ride-hailing and mobility, and logistics and e-commerce.
Bhavish Aggarwal is also actively involved in the business. During the media interaction, he underlined the partnership and bonding between Bakshi and himself. He said that Bakshi brings new strategic and operational expertise while continuing to be an entrepreneurial force focused on ideation and innovation.
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