The ridesharing experience can be inconsistent and run the gamut depending on the driver. Some days, a customer may have an ideal experience that aligns with their preferences. Other days, a customer may have a subpar experience. It is hard for drivers to know what customers want out of their experiences and it can be especially difficult to offer a positive experience to each customer since preferences differ. Drivers aren’t mind readers, after all, they need the necessary information and knowledge about what their customer wants in order to stage a positive experience.
There’s a lot of different factors involved in a ridesharing experience. Do customers want to engage in small talk or not? Do they want music played? If they want music, what kind of music? Do they want the music loud or soft? Some drivers simply ask the rider their preferences in the moment but ideally, these preferences and customer-specific information would be shared to the driver up front so a seamless experience could be offered without having to ask.
The Ridesharing Experience: Back Stage vs. Front Stage
The back stage and front stage are essential to any customer experience. The back stage involves behaviors that the audience never sees but helps prepare for the performance. The front stage includes actions that are visible to the audience and are part of the performance. Why not allow customers to choose their default preferences on different aspects of the ridesharing experience? Back stage, this personalized information is shared with the driver before the pickup. Front stage, the driver automatically creates an experience that caters to the customers’ preferences.
Ridesharing woes happen. So how can the experience be improved? There is potential for personalized experiences. Companies could better leverage customers’ preferences to create positive experiences. Offering drivers, the necessary knowledge and information about their customers is a step in the right direction. Drivers would be able to intentionally personalize the rideshare experience which could result in consistent and higher quality rides.