According to a study by Clipperton, uberization (also known as “collaborative economics”), has primarily affected the transport and hotel markets, as well as home services and freelance activities.
Consumers’ behavior regarding the services offered by these sectors is constantly evolving under the pressure of several combined trends such as the personalization of services, the diversification of customer profiles, etc. Concerning transportation and accommodation, it has become paramount to satisfy consumers who desire the same quality of service over all commercial channels.
With the arrival of new entrants (uberization, special offers, low-cost companies …), operators in these two sectors must build new models of customer journeys and “widen” their strategy of customer loyalty; in particular by capturing the voice of the customer and knowing how to customize their offers.
How has the uberization of these two sectors put the spotlight on the importance of personalizing offers and services?
To uberize or to become uberized, that is the question.
Certain companies which have become leaders in their sector have fully understood this evolution and the new logic. It is not so much a product or a service that is to be sold, but rather a customer experience that must be provided and maintained.