CaseStudy
Case 1
Increasing Repeat and Loyal Customers
Increasing Revenue = Increasing Repeat and Loyal Customers
Solutions
- Increase the number of users by providing services tailored to customer segments
- Think systematically
- 1. When do people use taxis?
- 2. Who needs taxis?
- 3. How should we respond to these individuals?
- Understand the meaning of customer service
Results
- By understanding the basics of increasing users, awareness shifted, leading to improved service quality as a result of changed practices.
- Clarifying sales policies and emphasizing customer service led to clearer actions and decisions, standardizing driver judgment criteria.
- Establishing a service that accommodates all customer segments resulted in tailored services, differentiating from competitors.
Case 2
Creating Opportunities During the COVID-19 Pandemic
How to Increase Taxi Revenue Under Stay-at-Home Orders
Solutions
- Identify the main reasons for going out in daily life and list tasks that can be handled by someone else on behalf of the customer.
- Find unique strengths of the company not found in other competitors → High number of female drivers
- Focus on areas where strengths can be leveraged
Results
- Raised awareness of alternative uses and benefits of taxis beyond just transporting people.
- Enhanced reliability and convenience for those with limited mobility, leading to increased customer loyalty.