In the world of technology, martech stack, and artificial intelligence (AI), there is one cab driver who has been able to redefine customer experience, in the old traditional way. Abdul Qadeer, a 48-year-old cab driver in Delhi, inorder to provide a joyful experience to his riders has created an array of offerings for his customers. “I started driving a cab in 2016, and in 2018 I added these services, to ensure that whoever boards the cab, has a good experience,” Quadeer told BrandWagon Online.
Quadeer claimed to have completed 15,000-16,000 rides so far. He is available both on Uber and InDrive. Furthermore, he is known not to cancel any ride. On this, he stated that it is not like there haven’t been any cancellations but the rate is as low as one percent. “Rides are only cancelled in extreme situations. For instance, if a customer remains unavailable post-booking, a ride, then it has to be cancelled. Furthermore, if the pick-up point is not mentioned correctly, then also at times rides are cancelled. But 99%, of rides are not cancelled,” he added.
One look at the rear of his car seats and the passenger sitting can access an array of products right from a bottle of Bisleri water to Limca, to a bandage, a strip of paracetamol, and an ashtray besides an umbrella among others. According to Quadeer, all these items are refilled out of his pocket and he does not charge any passenger a single penny. “All these items cost me about Rs 2,000-3,000 a month. One could easily say that instead of spending this amount on replenishing these goods, I can submit it as a school fee for my children. But I like the smile it brings to the faces of my customers. This is evident from the feedback diary in the cab. So far I have got almost seven to eight diaries filled and take their feedback, seriously,” he quipped.
Perhaps this is where the big lessons for marketers come from. Ironically, marketers in today’s spend a fortune deploying the martech stack, to not only send personalised messages to consumers, but also try to gauge understanding behaviour, but most importantly, they forget that sometimes, a simple solution may work wonders. As per IMARC, a market research firm, the global marketing technology (MarTech) market size reached $ 413.6 Billion in 2023. Moreover, the market is expected to reach $ 2,130.6 billion by 2032, exhibiting a growth rate (CAGR) of 19.38% during 2024-2032. The rising demand for social media management tools, along with the widespread adoption of chatbots is primarily propelling the market.
Yet, in this age of technology, it is the story of the like Quadeer, that once again puts the spotlight on human-driven customer experiences.