Uber: A delivery giant lying in wait?

In Customer Engagement, Customer Experience, Delivery, Featured on App, Loyalty & CRM by Vaughn HighfieldLeave a Comment

Uber, delivery, google, drones, self driving, cars, taxi

Could Uber be a future player in the delivery space?

You may well be wondering why, on a customer loyalty-focused website, we’re taking a look at the potential evolution of what’s happening in the delivery space. Well, it’s largely because without a successful delivery component on your business – especially eCommerce, you can kiss customer loyalty goodbye.

So, what is Uber and why could they carve out a niche in the delivery game?

Located within the same tech start-up hub that’s nurtured the likes of Google, Twitter, and Square, Uber is not a taxi service. But, essentially, it is. The Uber app, which is now available in 60 cities across six continents, connects people with cars with people who want to get somewhere. This means it finds taxis for customers – a little like HailO – but also willing individuals who want to share car space. It gives an Uber user the ability to see where all these cars are and decide if they’re near enough to make it worthwhile requesting them.

But why does it lend itself so well to the idea of deliveries?

If you were to ask Uber, it’d say that there’s really no interest in the space for them. But their actions suggest otherwise, having done promotional stunts such as transporting ice cream or barbecue to customers via its app. It’d also be there to facilitate the back-end of many current systems or emerging ones.

For example, one major shareholder of Uber is Google. Google has self-driving cars. Google has a payments system. It’s really not too hard to imagine Google making the most of this and creating an automated delivery system using Uber’s framework for destination reference and setting up an automated service that picks up packages from a store and delivers it to wherever you are after having ordered it. This is made even more plausible thanks to Google’s Shopping Express system that launched in San Francisco last year.

Uber could also easily take its delivery offering to places like Amazon and eBay, along with some other big brick-and-mortar retailers. It’s system would speed along the delivery process and could significantly improve customer satisfaction. And it wouldn’t need to deal with some of the tricky issues that are revolving around the idea of drone-based delivery.

Still, it’s something that Uber and Google is denying. But it’s widely known that Google’s big investment in Uber was there so the companies could work together – beyond the fact that Google Maps could help power Uber’s offering.

It’s early days for Uber, but the technology world always moves fast – therefore it’s worth keeping in mind just how your own delivery system works and if it can one day compete with the likes of what Google and Uber could be planning.

[Image: Uber]

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