Case study urbanride

1.

CASE STUDY
URBANRIDE

2.

ABOUT URBANRIDE
žU rbanRide is a ride -sharing service
operating in a major city,competing with
otherride -sharing apps in a crowded
market.
The company offers rides in cars, vans and
electric scooters, providing customers with
a convenient and affordable
transportationoption.

3.

Challenge
UrbanRide wants to differentiate itself in the competitive
ride -sharing merket and build customer royalty.
The company believes that service innovation is key to
achieving this goal.

4.

Solution
To bui ld cust omer loyalty throug
service innovation, UrbanRide
i mple me nt s t he following strategies:
Ride Customization: Allows customers to customize their ride experience,
such as choosing the music playlis t. This customizatio n enhances the overall
ride experience and makes customer more valued.
Enviromental Sustainab i lity: Introduces electric scooters as a new
transportatio n potion for sustainab il ity.
Safety and Security: Enhances its safety and security features, including real time tracking, driver background checks, emergency asisstance options.
Customer Rewards Program: Customers can earn points for every ride.
Outcome: By focusing on service innovatio n, UrbanRid e successfully
differentiates itself in the ride -sharing market and builds customer loyalty.
Solutions result in a more satisfying and engaging ride experience for
customers, leading to higher retentio n rates and increased brand loyalty

5.

Q1 ) HOW CAN SERVICE INNOVATION HELP A SERVICE BUSINESS
DIFFERENTIATE ITSELF IN A COMPETITIVE MARKET?
Service innovation is truly the next step in business, as a lot of
existing service businesses that operate on traditional
approaches. While using innovations we can improve ride
sharing service in relation to gaining trust of customers.
Ex. Rides will be tracked and so the security is maintained,
customers earn points for rides so customer’s loyalty
increases.

6.

Q2 ) WHAT ARE THE CHALLENGES OF IMPLEMENTING SERVICE
INNOVATION IN A SERVICE BUSINESS LIKE A RIDE -SHARING
SERVICE, AND HOW CAN THEY BE OVERCOME?
The challenges about servive innovation, includes customer
resistance to change, technological requirements, training
drivers, and cost management. Suggestions about how to
overcome each challenge, such as effective communication
campaigns, investment in technology, providing training
sessions for drivers, and managing expenses effectively.

7.

Q3 ) HOW IMPORTANT IS CUSTOMER FEEDBACK IN DRIVING SERVICE
INNOVATION AND IMPROVING THE CUSTOMER EXPERIENCE?
Customer feedback is one of the most significant aspects in
driving service innovation and improving your business.
Customer feedback will help you to understand customer’s
needs and preferences, to know how to improve innovations
or to point out to you the drawbacks of your future
innovations. So if UrbanRide wants to differentiate itself in the
competitive ride-sharing market they need to listen the
customer feedback to get the new clients and build customer
loyalty

8.

Q?4 ) WHAT ROLE DOES ENVIRONMENTAL SUSTAINABILITY PLAY IN
ATTRACTING AND RETAINING CUSTOMERS IN THE TRANSPORTATION
INDUSTRY?
The fact that customers reduce their carbon
footprint and use scooters in short distances is the
first reason for attracting and retaining customers
who cares about environmental sustainability.
Secondly, aiming for not to pollute the air is one of the
second reasons that attracts customers.
And customers are more likely to trust and support
companies that are cares about sustainability.

9.

Q5 ) HOW CAN COMPANIES MEASURE THE IMPACT OF SERVICE
INNOVATION ON CUSTOMER LOYALTY AND BUSINESS PERFORMANCE ?
Loyalty measures by: behavior and attitude.
Since, loyalty is measured on the basis of the beliefs, feelings
and purchasing intention of the customers.
We can see their loyalties by using our customer reward
programs or how frequently are they using our service.
We can measure Business Performance by measuring
performance, profitability, leadership or employee output.