TECHNOLOGY
The model of mobility for the last 100 years had been “ pay to own ” – people owned a car and they drove it when and where they wanted . It was a defining possession . However , the mobility landscape is evolving , thanks in part to millennials as well as an overall change in behavior across generations as technology has ushered in an era of on-demand access .
Consumer attitudes are influencing a shift into a pay-to-use world ; people are increasingly consuming transportation like they consume data on a cell phone . All are opting for flexibility and control over the kind of transportation solution they are looking for , at the time they are looking for it . And how will this happen ?
Neal Sunners , Senior Vice president of Innovation at Avis Budget Group , a leading global provider of mobility solutions , has been hard at work overseeing a large-scale digital transformation programme to achieve optimal levels of customer satisfaction . In fact , he states : “ We are always looking up the road at our company , investing and managing for tomorrow as we work to delight our customers today .”
In order to do this , it meant listening to , and working with , customers as never before , to understand the how ’ s , why ’ s and when ’ s of their ground transportation needs , and then evolving the Company ’ s offerings to best serve those needs . Avis Budget Group ’ s acquisition of Zipcar , the world ’ s leading car sharing network , with more than one million members , was an early outcome of that process . The next step in the process after listening closely was and continues to be ‘ creating together ’.
This includes enlisting customers deeply in the process of designing the very products and services they will consume and experience . To that effect , the company launched new websites for both Avis Car Rental and Budget Car Rental and a new Avis Car Rental mobile application that enhances the customer experience by giving them control of the entire rental experience from the palm of their hand .
This collaborative mentality also led the company to invest in other areas of technology .
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