RAC – Rapidly Accelerate Customer Delight!


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RACA key ingredient of a great customer experience is taking your customer’s ‘pain’ away and ‘being easy to do business with’.

Well, the RAC have now come up with something that definitely makes one ‘painful’ thing easier and that’s sitting by the side of the road in a broken down car!

Their new RAC Advance tool diagnoses what’s wrong with your engine and lets their patrol engineers know before they get to you! The diagnostic tool is similar to the one you would find in a garage – the ‘innovation’ is the linking it to a smartphone to allow it to transmit the problem. It also tells them very accurately where you are – the result, hopefully is Customer Delight less time spent waiting for help!

The tool is capable of picking up a wide range of faults including imminent battery failure, alternator problems, brake wear or diesel particulate filters becoming clogged, and things such as low oil or emission levels, or problems with the throttle. – you can also set it to transmit to your own mobile too with a warning!

“RAC Advance will revolutionise how we deal with our members” said David Bizley, the RAC’s Technical Director “With an accurate fault diagnosis and vehicle location, our patrols will be able to reach members more quickly and where possible, prepared with appropriate replacement parts”

It’s number #22 in our 3D Challenge search for 100 ideas and is a great example of ‘Being Easy To Deal With’ (an ingredient of 3D Characteristic #3: ‘Create Delighted and Devoted Customers’) and ‘Keep Working ‘ON’ (3D Characteristic #7). It’s about ‘innovatiON’ and successfully exploiting an idea that creates opportunity by solving a customer problem. They’ve identified a problem and taken it away!

So, what are the lessons for you?

Well, quite simply….

  • What are your customers’ problems?
  • What irritates, frustrates or annoys them?
  • What could you do to take their problems away?

More importantly, what ‘processes’ have do you have to find out, and then do something about it?

It’s worth pointing out that a ‘process’ could be something as simple as asking them!

(This idea is number #22 in our 3D Challenge search for 100 ideas!)

(3D Characteristics #3 Create Delighted And Devoted Customers and #7 KeeP Working ‘ON’!)

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


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