Experience Summary of Hertz Company of the United States

The following is the experience gained from the case of Hertz Company, which can provide useful reference information for other companies. 1. Establish a set of comprehensive and extensive customer background information, so that customers can maintain their own background information and get updates constantly.

2. Use a unified global customer database. Ensure to provide customers with a unified and stable service system.

3. Eliminate every step that wastes customers' time. Constantly improve this work: establish electronic symbols, guide customers to the parking place, leave the car open, put the map in the car, and drive without too much effort from customers.

4. Eliminate customer anxiety. Let every customer put himself on the electronic passenger list when taking the shuttle bus, actively monitor the arrival and delay of the plane, and ensure that the bus is ready before the customer arrives.

5. Let customers use products and services easily. Provide customers with two different ways to obtain driving directions: using self-service computer to control the driving direction terminal and information station or selecting the NeverLost GPS system in the car.

6. Use dedicated back-end systems for various customer interaction channels. In the example of Hertz Company, the effect is the same whether the customer deals with Hertz Company through direct telephone or self-service sales network.