Success Factors
• Customer Convenience
• Vehicle Availability
• Managing operation process
• Affordability
• Hassle free ownership
• Cost saving
• Environmental friendly
• Freedom to travel
• Easy to use
• Keep it simple – This is a self-service business that requires no face-to-face interaction,
so its got to be hassle free.
• Invest in Technology – Unique system that uses radio frequency identification to lock and
unlock the cars, as well as wireless technology to monitor such information as miles
driven, battery voltage, and fuel level.
Alternatives
GPS return time notification system
• All zipcars have GPS
• Check whether the car can be returned as planned
• One hour before send SMS to the customer and notifies return time, asks to confirm
about the car return
• After confirmation of customer also continue monitoring the car
• Arrange a back-up plan
Uncertain schedule plans:
• Special program whose return time is uncertain
• Pay an extra amount for this scheme
Gold Card Membership
• Give incentive and recognition to the customer who returns car on time
• Issue Gold membership card based on quarterly record of on time return
• Give some discount/car upgrade services
• Provide best/extra services
• Arrange some program for these customers e.g. Dinner party etc.
Late return penalty
• Charge fine from the customer
• Lock the car and unlock when person calls and informs about his extension of reservation
• If customer is defaulting consecutively then cancel membership
Reinforce customer education
• Mailers/email/SMS
• Membership card comes with customer kit which contains all the important numbers for
Zipcar, FAQ, Emergency numbers and the six rules
• Motivate customers to book for extra half an hour
• Customer citizenship concept “Zipster”
