A day after the announcement that the Avis Budget Group has agreed to acquire Zipcar, the world’s leading car sharing network, for approximately $500 million, Michel Taride, president of Hertz International and executive vice president of Hertz Corporation, presents his view on the future in an OpEd for the BBC website.
“With smartphone and other technologies making it easier to spontaneously chose between many different forms of urban transport, people no longer automatically associate mobility with owning a car,” he claims, stating the obvious.
So what does that mean for Hertz?
“Travel and transport providers have to be increasingly flexible and reactive to their consumers’ needs.
We cannot expect loyalty; we have to earn it.
Speed of response and customer service is what sets businesses apart, as people base their decisions upon ease and value.
Amidst all this technology, it is vital that customers can still interact with companies directly and face-to-face.
Convenience must also be balanced with a good customer experience. Companies simply cannot afford to lose that human element.”
We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.
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