It could be argued that Uber doesn’t possess the willingness and humility to change, as its name is synonymous with poor personal relations. The Australian and global Facebook page for Uber is crawling with erratic crowd engagement in the comment section, while on the Australian page they’ve displaced the capacity to post openly on their page completely. Conversely, the level of customer benefit on their Twitter page is solid both in Australia and the rest of the world, which indicates that Uber have chosen to utilize Facebook as a promotive stage instead of a customer engagement one. In any case, how solid is this approach? While a brand can actualize a methodology that plans to limit the grumblings or the utilization of a social channel as a client benefit stage, disregarding the customers who are endeavouring to have a discussion concerning the product, either cheerful or disappointed, is a lost chance to draw in, and to conceivably transform a negative affair into a positive one. This absence of customer relations via web-based networking media does not seem to have harmed Uber up until now.
In any case, what happens if the negative feedback blurs and customers have sunk into a long haul association with a brand that doesn’t tune in? As mentioned beforehand Uber has not been attentive enough and as a consequence, in light of current circumstances, has gathered a reputation for poor PR. Various drivers in the U.S. have been blamed for rape and in India, a female customer blamed a driver for assault, setting off calls for Uber to initiate individual driver verifications and to promote its wellbeing measures. Add to that a prominent mismanage by an Uber official and further concerns about how the organization initiates drivers and treats customer information, and how they face an unsafe circumstance.
Uber needs to comprehend the significance of shielding client data. Uber should set strict cut-off points on what customer information is accessible to representatives and guarantee customer confidentiality. Customers expect and acknowledge straightforwardness and they’ll remunerate you with loyalty to the service product in the event that you ensure their protection and let them know how you treat their information. Uber needs a client-centred opinion channel, or an open survey in effort to move forward with customer satisfaction. On the off chance that the positivity of those opinions begin to drop, Uber need to comprehend why it is an issue and ultimately to fix such inconvenience.
Offer clients the appropriate reason to return, and clarify how the issues have been settled. The overall goal of moving forward relies on whether Uber can show adaptability and a readiness to change. This is extremely straightforward, however it’s difficult to execute. Despite the fact that Uber is not at a great risk of losing a share in the transport/ride-sharing industry, in the event that it neglects to demonstrate a readiness to settle what’s wrong, it could, without much of a stretch, lose its place in the market.
