The Fleet Is Changing and Customer Experience Will Follow

Justin Winston, CEO of Fleet-on-Demand explains the changing mobility equation: Ease of use is essential to thinking about how to use on-demand solutions in a local or national market. If you are providing transportation, the full consumer motion, from finding and booking the vehicle to getting to the destination and paying the driver (or, sans driver, paying the car). Consequently, service designers need to think comprehensively about functionality, integrating complementary capabilities, such as “Send my location” to provide in-drive information to customers and their social circle.

Transport can be viewed as a vehicle, a driver, a billing period and method of payment, all used on demand.It can be configured to the individual’s requirements and using a general mobility allowance, can include cars on demand, as well as car clubs, taxis and public transport when needed. This mobility blend can be tailored to the individual and all cost of ownership is removed.

Source: How is technology transforming the mobility space? | Blog


Is Amazon Delivery an Entrepreneur’s Dream Come True?

Rob Taylor, CEO of Convey, explores the entrepreneurial potential of Amazon’s Delivery Service Partners program. He envisions Amazon owning the customer experience, which is more easily said than done. Delivery drivers may be called on to answer questions, respond to order status issues, and myriad other customer-initiated engagements because they wear ann Amazon logo.

While entrepreneur risk is high, there’s no question that this move will help Amazon fill in the gaps in its own transportation capacity. The company will now own the customer experience, increasing the threat to other carriers and shippers while pushing the majority of the risk downstream.

A “What’s Next” approach to delivery-related content and customer experience will give Amazon access to the customer experience, but without ongoing development of the business processes for delivery, the branded Amazon delivery may feel disconnected from the Amazon infrastructure.

Source: Amazon Embraces The Gig Economy: Small Business Risk Or Game-Changing Opportunity?