Officials at Avis Budget Group, which owns Avis Car Rental, one of the world's best-known car rental brands with approximately 5,500 locations in more than 165 countries, always want to augment the customer experience any way they can.
For example, Avis Car Rental recently launched a new user experience platform to provide customers with a faster, more responsive, and more personalized user experience on its flagship website, Avis.com.
Neal Zamore, Senior Vice President, Global Digital Experience, Avis Budget Group, explained to Loyalty360 about the factors behind the launch of a new user experience platform on its site.
“We wanted to provide customers with a more personalized digital experience,” he said. “The new platform allows us to do this by delivering the right content to each customer. It also reflects an updated and contemporary look that is in line with customers’ expectations.”
Customers visiting the new Avis.com via their desktops, laptops, smartphones, or tablets will benefit from a consistent user experience which includes modern, brighter, and fresher pages that load faster than the previous version. Pages can also be personalized for travelers whether they are visiting the page for the first time or are a returning customer, which makes the reservation process even easier and more intuitive than before. With bold, new imagery, the updated version is also more engaging and allows customers using the mobile version of the site to “Pay Now” and save on rentals.
“Personalization is of utmost importance to us,” Zamore explained. “The more we know about a customer – preferences, status such as whether or not they are an Avis Preferred member – the easier and faster it is for them to make a reservation. Personalization adds convenience and saves our customers’ valuable time.”
The upgraded Avis.com builds upon the company’s commitment to put the customer first by employing the latest technology to enhance the rental experience. In July, the company gave travelers complete control of their experiences via their smartphone. Through the new “Avis Now” features on its mobile app, customers can choose the exact car they want, control their experience from start to finish, and get real-time updates for peace of mind.
“We encourage team members to keep an eye on trends, changing technologies that can impact the customer experience,” Zamore added. “We meet regularly to share ideas and select those that we wish to explore further. In addition, we value the opinions and expertise of the digital partners we work with so as to further enhance our capabilities in this area.”