Following on from some of our previous posts on customer service and service design, an interesting article from the President of Hertz International on the BBC website on the future of mobility.
The interesting point is his view that technology is changing the way we view and access transport. Individual car ownership is being challenged with many more options available. He points out that transport providers have to earn loyalty and our business...and that it is customer service that will determine the choices people make. Interestingly he also notes the importance of the human element of the service.
All chimes in with our view that you have to deliver a human experience and that consumers still value the human touch in their interactions. Have a read...
Labels: customer service, mobility, passenger experience, service design, technology, transport