Zipcar customer care
Since outcome of the experience will greatly influence the customer as memory, it’s hard for Zipcar to gain loyalty from these customers and even their friends. If there is no backup car available, and the booked car is delayed, mechanically disabled or in an accident, the entire schedule will be messed. However, there is no pre-warning for them that there is a customer right waiting for their car. If the car’s available and they would like to extend, they can proceed. Customers can sign up alerts and they will receive a text near the end of reservation. As stipulated by Zipcar, customers can only extend their use if there is no next booked schedule for the car. As we can see in the case, Anita is going to have terrible customer experience if Sal decided to continue interview instead of Next customer’s experience depends on reliability of getting the car in time. Zipcar service model is not sound because there is a contingency in the process. By cooperating with universities, with offered parking space, Zipcar helps to reduce university traffic and increase convenience to users in university. Its variety choice of green cars such as prius is very attractive to companies building sustainability. In cost wise, it saves business companies which usually have low weekly ride lot of money and time in dealing with management such as fee reimbursements. Its service model is greener for business and universities.
For example, if the gas card is not working, customers can use the gas fare receipt to get reimbursement. It offers flexibility even it has less people interaction. Customers don’t have to deal with people like in renting a car and fill out papers. After joining as a member, customers can reserve through different channels, pick up the car in designated parking lot by comparing car name tag, unlock car with Zipcard, use key and gas card in the car, finally return car through locking car by Zipcard. Speed and convenience is Zipcar’s main focus. Although Zipcar offers customer service through multiple channels, its service is mainly based on online, mobile phone or Zipcar apps. For example, it will save people who live in Brooklyn 40% by taking a 2 hour drive, compared to rent a car.īesides cost saving which can be achieved compared with owning or renting a car, unlike traditional rental companies, Zipcar takes care of car maintenance, insurance, parking and gas. It provides low cost by cutting infrastructure and employees. Zipcar targets at people groups similar as car rental companies, specifically people who don’t want to own a car (hassle and cost), need a second car or different car for different purpose, but in a more convenient and cheaper way. By offering car sharing, Zipcar offered a different way other than rental, car ownership or taking taxi with competitive advantage of low cost, service speed and convenience.