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Handy Looks at How Uber Uses Psychology to Perfect the Customer Experience

Introduction

Customer experience is very tough to design for any company but when it is created perfectly, it takes no time to entice the customers. For example, these days, Uber has become the default transport for many. But what are the reasons that make the company so successful? How do they satisfy the customer experience? In this article, Handy looks at how Uber uses psychology to provide the customer with the perfect riding experience.

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The Ways

Here are the ways in which Uber uses psychology to perfect the customer experience

1. They don’t make you wait for long- Time is money, particularly when you’re in a rush. Uber cabs arrive quickly when they’re booked within an average time of 4 minutes and 10 seconds. Just after a single tap booking via your phone, you are immediately notified of the arrival time of the car, a picture of your driver, and the reviews of the other passengers. As soon as you book your ride, you know your car is on its way.

2. They don’t keep you bored while waiting- Waiting for your car to arrive could be pretty boring as you have to stand idly for a period of time with nothing to do except for waiting, waiting, and waiting. Uber understands this perfectly, and they keep you engaged with app animations of the car arriving at your place. As you are engaged visually so that you can stay informed about your journey, you don’t get very bored.  

3. They’ll arrive at anytime, anywhere- Imagine, there’s an important meeting about to start and you’re waiting for a bus that’s taking forever to come! Or, you need to rush to the hospital as fast as possible, but it’s midnight and there’s no transport available! In both cases, booking a ride in Uber cabs would be a definite solution. When booking a ride in Uber, you know that you don’t need to put much effort into finding a ride; the ride will find you at any place, any time.  

4. They provide you details of your journey- In order to ensure maximum satisfaction for its customers, Uber provides them with the details of the ride. Information about the cab and its driver, how long it might take to arrive, how far the car is right at that moment- everything is presented in front of the consumers as soon as they book a ride. And when you know what's exactly going behind the curtain, you’d definitely be satisfied with the service.

5. They accept your feedback every time you take a ride - You’d always prefer a safe journey over anything whenever you try to reach your destination, wouldn’t you? One of the best parts of taking a ride in Uber is that it has a feedback system, from which data is gathered to monitor the overall quality of the service. When you’re certain about the quality of riding experience you’re going to have, you feel safer.

Conclusion

Even in this technology-dependent era, renowned transport service providers such as Uber, rely heavily upon the psychological aspects to ensure the perfect customer experience. Handy suggests you learn the importance of understanding the psychology of the customers if you’re in a new venture and you want to provide the best customer experience.

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