Powering the Paradigm – Empowering the Passenger
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Powering the Paradigm – Empowering the Passenger Dr Steve Cassidy ESP Group
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Powering the Paradigm – Empowering the Passenger. Dr Steve Cassidy ESP Group. Different Lives. 19. 5. 50. ?. No Permanent Present. Boom. Individual. Consume. Simple. Ownership. Bust. Connected. Collaborate. Complex. Sharing. A Changing Paradigm. Identify Capture Influence - PowerPoint PPT Presentation
Transcript of Powering the Paradigm – Empowering the Passenger
Powering the Paradigm –Empowering the Passenger
Dr Steve CassidyESP Group
Different Lives
5 19 50
?
No Permanent Present
Ownership
Sharing
Boom
Bust
Consume
Collaborate
Individual
Connected
Simple
Complex
A Changing Paradigm
Identify
Capture
Influence
Manage
Customer Service Functions
incentivise
match
profile
join
validate
aware
inform
plan
book
pay
share
rate
feedback
Retail Guru’s Golden Rules:
Customers:
Who are the end users?What are their needs and expectations and what can you do to exceed these expectations?
Feedback is key here. Are the communication channels open, can your users feedback at all points throughout their experience?
Retail Paradigm
Colleagues (staff):
Operators know best.The people who do the work often come up with the best ways of doing things leading to improvements in efficiency and customer service.
It is essential toencourage feedback.Feedback from your colleagues createsa culture of listening.
Allan Leighton
A million stories every day
References
The position of Ford Motors:January 14 2014 – Financial Times “Ford says more cars are not the answer to cities’ problemshttp://www.ted.com/talks/bill_ford_a_future_beyond_traffic_gridlock.html
UITP Study – future of urban mob8lity:http://www.uitp.org/new-study-future-urban-mobility
Megacities and mobility:https://www.cee.siemens.com/web/ua/en/products_and_solutions/energy/Documents/MegaCity_Challenges_en.pdf
Connected Mobility and cities:http://www.rolandberger.com/media/pdf/Roland_Berger_TaS_Connected_Mobility_E_20130123.pdf Sharing model overview:http://www.theguardian.com/sustainable-business/access-over-ownership-future-consumption
Google’s patent: http://www.bbc.co.uk/news/technology-25878075 and https://www.google.com/patents/US8630897
$1.3 billion Google acquisition Waze:https://www.waze.com/
Daimler Car 2 Go:https://www.car2go.com/en/london/
A new “taxi” service – Uber:https://www.uber.com/
A personal ride: https://www.side.cr/http://www.theverge.com/2014/2/20/5429350/sidecar-ridesharing-app-relaunches-as-a-friendlier-uber-competitor
