Zipcar customer service professional#

Zipcar customer service professional#

Car rental is a service offered by professional holders of automobile passengers or commercial vehicles. This service is for the customer (business or individual) to book and enjoy a vehicle for a period ranging from hours to several months. The reason for the potency of this threat to Zipcar's business from car rental companies is that the car rental industry is characterized by strong companies like Avis and Hertz. Taxis are only a secondary competition for Zipcar, while car rental companies are a major competitor and a threat. The companies which Zipcar competes with are car rental companies or taxis. Zipcar does not have any direct competitors. How would you characterize the service Zipcar provides? With which companies or services does it compete? What role does it play in its competitive landscape? What is the strongest argument Chase could make to a potential investor about the attractiveness of the venture? What, specifically, should her elevator pitch be at the Springboard forum?Ĭase Analysis for Zipcar: Refining the Business ModelĢ.

What suggestion would you have for Zipcar to manage consumer behavior (or is that even necessary)?įinally, if Chase has one minute with a VC in an elevator, what should she try to convey? What operations related recommendation would you make?ī. If you have one minute with Chase in an elevator,Ī. What are the biggest risk and opportunities for Zipcar’s sustained growth and profitability in the future? What mechanisms does Zipcar have in place to manage behavior? What, specifically, are these mechanisms intended to accomplish? What actions should Chase take as a result of the September operating results? Does this data give you comfort or concern? What do the data from actual operations in September say about how the business model is playing out in practice?ī. What is the business model, and how has it changed between December 1999 and May 2000?Ī. I will try it a few more times as I believe you should not be put off by your first experience as overall it was not bad but could have been better.Evaluate this potential venture and the progress that Chase has made. The convenience and share system is what inspired me to join. I would have got better value with a Car Hire company with a cleaner car and someone to point out the essentials. I was forced to hire a car that was more expensive than their base rate as none of these cars are available in my area. I think the cost is not good value for money. A simplified instruction system for essentials e.g. The operator spent time questioning me about this which I found rather annoying as I was now paying to use the car and was now late. The operator was surprised the car was dirty and the inside also had not been cleaned for sometime. When I finally got through, the car was opened and I explained the damage to the operator one which had been logged and one not logged. I had to wait on hold for 5 minutes or more. There was no option for choosing 'access problems' on their phone system which I would think would be a priority choice. I returned after the initial time of hire, tried again and called Zipcar. However I had read you can gain access up to 15 minutes earlier. I thought access may have been an issue because it was early. Alas it didn't work and I had a message to call Zipcar. I inspected the car for damage and then attempted entry via the App on my mobile phone. The car looked like someone had cleaned it with a dirty rag. I arrived at the car about 10 minutes early, hoping to get in and familiarise myself with the car. Would I recommend ZIPCAR to my colleagues at work or/and friends? Naturally so. Additionally, the flexibility of the rental/loan process is wondrous it suits my lifestyle. No doubt that ZIPCAR Customer Service Team have their 'foot to the floor' everyday but, from my experience, those instances that have required the direct intervention or advice have been handled reassuringly calmly (especially when I was sitting in the car with the 'hour ticking down') with a professionalism that other 'car rental' companies could learn from. There were no surprises, no second guessing.

It seems that ZIPCAR is founded on delivering the same and I have found this philosophy has helped me in accessing not only going through the initial Registering/Verification process but the equally important Booking process. With the Henry T Ford methodology of producing motor cars to the highest of standards, utility and reliability, ZIPCAR has adopted the same model. Individual-focused customer service built on the Henry T Ford standardisation