“Last year was pretty hard, I’m not gonna lie,” says Peter Deng, Uber’s head of rider experience. But as part of new CEO Dara Khosrowshahi’s push to rebrand Uber around safety, Deng says, “we’ve seen the company shift to more listening.”
That focus on hearing users’ concerns prompted today’s change. Have a bad Uber ride when you’re busy and you might neglect to rate the driver or accidentally rush through giving them 5 stars. Forcing users to wait until a ride ends to provide feedback deprives them of a sense of control, while decreasing the number of accurate data points Uber has to optimize its service.
https://techcrunch.com/2018/05/14/uber-mid-ride-rating/
The success of your mobile app rests on multiple different factors; however, the most important factor is easily user experience (UX) design. Expectations for mobile interactions have grown, and as a result, UX design has become an essential part of the mobile app development process.
http://customerthink.com/user-experience-best-practices-to-enhance-your-mobile-app-design/
A customer-centric approach has always been a fundamental strategy for business. However, lately it seems to have become more of an idyllic vision than a reality.
Technology allows us to reach customers across the globe. But, it has simultaneously driven us further apart. Whereas businesses used to be in tune with their customers' every need, many corporations today have gained a reputation for being both out of touch with their customers, and slow to innovate.
https://www.entrepreneur.com/article/308367/
We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
https://mopinion.com/what-is-the-customer-experience-gap/
As shown in a research carried out by Capital One, only 9 percent of travelers will book a trip based on brand loyalty. Tough crowd, right? Absolutely, and the truth is, we’re all susceptible to it. In this industry, people are more inclined to just go with the cheapest option. This is why travel organisations have to be more tactical in attracting and engendering loyalty from their customers.
More forward-thinking travel organisations are taking it one step further and setting themselves apart from the myriad of competitors out there and they’re doing this by way of personalised customer experiences – better known to travel marketers as ‘personalisation’.
Here’s a closer look at personalisation in the travel industry and the power of intertwining this customer data with user feedback.
https://mopinion.com/combining-customer-profiles-with-user-feedback/
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