Thursday, March 21, 2019
Voices

Unforgettable Episode 19: Dare to Rethink What’s Always Been Done

Samantha Hausler
December 21, 2018

2 minute read

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer, Shep Hyken, Jeanne Bliss, and Ian Golding to spotlight modern customer experience excellence. Get the latest content by bookmarking smartercx.com/unforgettable.

In Episode 19 of Unforgettable, Jeanne Bliss asks, “Can you dare to rethink the way things have always been done?” Companies become a part of our lives by developing products and services based on their careful understanding of what we need. And, companies that are reimagining how to deliver better customer experiences based on those needs are winning our loyalty.

Jeanne shares an example of how Dubai’s car share service, Careem, changed their business practices to help parents feel safer about using the service with their children, and more convenient, by offering more choices to customers on their app. Watch more:

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Hi, I’m Jeanne Bliss, customer experience and leadership expert, bringing you Episode 19 of Unforgettable, the show about great customer experiences.

Here is my question today: Can you dare to rethink the way things have always been done? Companies that become a part of their customers’ lives develop products and services based on their careful understanding of what customers desire, and their goals, what they seek to achieve. They learn how people live their lives.

For example, Careem, the ride sharing service in the Middle East, thought beyond the borders of other car riding services to shift their service as their customers’ lives shifted. Upon learning that riders who had become parents became uneasy about using ride sharing and about child safety, they took responsibility and they created a service that catered to that time in their lives when that car seat is so essential, and this is how Careem Kids was born.

On their app, customers simply select “Careem Kids” as the car type, ensuring that a car from their dedicated fleet with a pre-installed child seat picks them up.

“When our customers book with us, our primary objective is to simplify their lives and when it comes to parents’ booking a car for their children, we want them to enjoy complete peace of mind” is how their leader stated and he described this new service.

Careem achieves their goals by helping their customers achieve theirs. Case in point here: this new service has more than tripled since they began this service.

This is our opportunity to move our priorities out and move our customers’ goals in. What inspired products and services can emerge for your business when they are inspired by customers’ goals and how they live their lives? When you do this, offerings in sync with customers’ goals will emerge, and these will differentiate you and your people.

Samantha Hausler
Samantha Hausler is a bit obsessed over digital tech trends, coffee, travel, brunch, and reality TV. Samantha is a Marketing Strategist for Oracle CX with over 9 years of experience in the industry.
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