Building customer loyalty without operational changes

The solution

IAW developed a model of behavioural diagnostics, which identified gaps which were under-leveraged, highlighting that drivers wanted to feel valued, as people, not just as clients. Simple, consistent human interactions were disproportionately influencing satisfaction and customer loyalty and the overwhelming insight was “Show drivers that we care.”

IAW worked with teams across the operator to implement more personable, friendly, and human centred customer engagement behaviours.

This included: coaching drivers on microinteractions that signal warmth and respect, small behavioural prompts to reinforce positive communication, creating a renewed sense of purpose around customer care.

The changes introduced leveraged behavioural optimisation of existing interactions and did not require additional resources or new processes.