taxi

When the taxi-driver thinks he owns the customer

Every day the last six months you can read some dispute about Uber. Their market approach have given a wake-up call to all those driving caps, about what customer service is all about. Offering service and doing your best is no longer good enough. Technologic evolutions have not only allowed to offer better service but also allowed to play a different role in people’s live. And that is where Uber comes in. The activity they seem to execute seems similar to those of taxi-drivers but in essence the role they play is far more attractive, because far and foremost they put the customer in the driving seat and because they give access for many to a market that previously was not accessible. Driving a taxi was the privilege of those having a license. Being part of Uber is being part of a new community not limited by boundaries previously installed to protect the market. The time where government wanted to play the role of protector and ruler by attributing licenses is reaching and maturity date. Boundaries set are good as long as they add value to customers. Technology has taken over. It is the customer who sets the rules. At the end of the day, it is the customer who decides what services he or she goes for. And when needs, desires and technology or context in general evolves you better adjust, if not somebody will come in and take over.
The dispute between Uber and taxi-drivers is in essence about who is in the driving seat. The customer or the taxi-driver. Personal comfort is paramount in this new world. The network economy where almost everything is available to everyone sets new demands on suppliers. And these new demands not only have to do with the service or value they offer, but with the role they want to play in people’s lives. It is no longer only about doing, it is also about being. If who you are no longer fits the lifestyle of your customers your services is no longer requested for.

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When the taxi-driver thinks he owns the customer

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Fabiaan Van Vrekhem

taxi

When the taxi-driver thinks he owns the customer August 16, 2015

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