We have all been there where a service provider gives us a 3-5 hour windows to wait for a technician or delivery. As a consumer, there is nothing that infuriates me more than waiting through one of these windows for customer service.
Uber has reset my expectations for real accountability and transparency. If Uber can provide me with real time GPS feedback and the ability to rate my experience, why can’t other providers?
Consumer Horror Stories are Too Common
Today, a friend called me needing a ride because AAA had left her stranded for 3 hours on the side of the road. The most horrifying part of her story was that dispatch led her on for 2 hours indicating her tow truck was 20 minutes away and in route. That was far from the truth, when the driver confirmed that the truck was re-routed to another part of town. This stuff happens to the best of us, but in this scenario was dangerous for a female who was not stranded because of her car, but because AAA held her their waiting for a tow truck.
#AAA roadside assistance needs to upgrade telematics and customer service. Waited 3 hours stranded. No accountability.20 year member.
— Ryan Goodman (@rmgoodm) January 15, 2015
I will stop beating up on AAA, because they are not the only company with problems properly setting expectations… In December, my ADT alarm broke and their customer service indicated a 22 day window to get someone on-site to fix my house alarm with yet another 4 hour window… The point is not to fill this thread up with service horror stories, but rather point out a problem with a fairly simple solution…
Part of the Solution is Location Intelligence
Both AAA and ADT and many other service based enterprises are missing the boat to effectively use data, infrastructure, and mobility to provide a superior “customer experience”. Customer service is no longer a friendly voice or firm handshake but an open and semi-transparent dialogue between consumers providers. Location based data generated by consumers and service providers can easily be combined with other systems to help predict more realistic expectations back to the consumer, and help increase efficiency of service providers.
In a post Uber world, companies can deliver better customer service and increase retention by simply transforming location data into useful information in real time.
Had my friend for example saw that her tow truck was on the other side of town, she could have called an Uber to go somewhere safe and comfortable while she waited. Had I seen known my ADT technician was 30 minutes away with 3 jobs ahead of mine, I could have stayed at the office. These are two real-world scenarios where delivering location-based information can improve customer retention.
By using data from logistics systems, telematics, mobile devices, there is a wealth of information that can increase customer retention, and I am excited that I get to spend my days thinking of new ways to help solve these kinds of problems. If you run a service organization and want to learn more about Location Intelligence, feel free to contact me direct any time… If you have your own horror story, feel free to share it below 🙂