Zipcar's six-step process for consumer "delight and delivery"

This event report discusses how Zipcar, the innovative car rental firm, attempts to achieve the highest possible standard of customer service.

Zipcar's six-step process for consumer "delight and delivery"

Geoffrey PrecourtWarc

Zipcar is an open-access car-sharing service which initially relied almost solely on word of mouth (WOM) on the streets of the university city of Cambridge, Massachusetts. In 2000, two moms whose children attended the same kindergarten invested $67 in a new kind of rental service: whether you needed a vehicle today, tomorrow or a year from yesterday, members could go online - or call - and reserve a car in a nearby lot. A customized access card unlocked the driver's door; the reservation holder would find the keys in...

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