The entire concept behind this solution comes from a recent HBR Case Solutions report which showed that just as some car rentals and hotels were found to have higher customer satisfaction levels than others, so too did some brands have more excellent customers than others. This obviously has implications for the company if they want to increase their own customer satisfaction levels which will ultimately lead to better sales.
However, many people don’t understand that cab services can also benefit by following this model. For instance, there are a few companies that will go as far as providing their customers with a prepaid card that can be used in any Zipcar vehicle. This card can then be redeemed at any rental location at any time for any reason or for no reason whatsoever.
Many experts believe that customer loyalty is directly related to how well a company values their customers and this is why a strong customer loyalty program is so important. The reason that it is so important is because the company will be able to maximize its sales through loyalty, which increases revenue, which ultimately leads to improved profits and that translates to better financial health.
Of course, all of this is dependent on the satisfaction of the individual who makes up the customer base which is what makes a company’s level of customer loyalty such a vital factor. Just as customers may have a preference for certain Zipcar models over others, so too will their level of loyalty to be greatly influenced by their own experiences.
Whether the experience was positive or negative, customers tend to stick with their favorite brand. When you consider that this solution is based on the fact that a zipcar vehicle allows customers to save money on gasoline, as well as with the fact that you can almost instantly find a parking space when needed, it is very difficult to consider that there are any negatives associated with a Zipcar vehicle.
There are however, customers who have an adverse experience with their Zipcar vehicles and this should cause you to re-evaluate your customer service to see if the problem has been resolved. If a particular customer has experienced a problem, or if you feel that your current customer support is inadequate, then you should consider using this solution.
After all, even the best customer service may not be able to help when customers aren’t satisfied with their Zipcar experience. In fact, the fact that they aren’t satisfied could possibly be the key to why they ended up not returning their Zipcar for any length of time.
While it is always wise to let your customers know if a service issue exists, it is also crucial to work with your customer to work out the problem that they are having. Although you may have anticipated the issue and your representatives may even have prepared a potential solution, sometimes it is best to talk things out as a customer would rather than waiting for the representative to call them back.
Some customer problems can be easily solved if you do a little research and look into the situation before getting upset and screaming at your customer. You may find that they simply forgot to return the vehicle for an unexpected cancellation while other issues may have to be resolved with the help of the local government or local police department.
Once you have identified the problem and when you have worked it out with your customer, the next step is to provide them with a proper explanation of the issue which resulted in the cancellation. In many cases, when a customer is unhappy with the cancellation, they have the tendency to become extremely aggressive in their demands, which is why it is so important to give them a written explanation of what occurred during the cancellation and why the customer cancels their Zipcar reservation.
So next time you feel that you are being unreasonable or illogical with your customer, make sure that you offer an explanation of the cancellation and try to take a calm, rational approach. Not only is this beneficial to your customer, but it can also help your company avoid lawsuits and costly legal fees in the long run.