Ryder has been serving its customers for 80 years and is proud to offer the only B2B customer loyalty program in the truck rental industry. Company officials have worked extremely hard to provide the best end-to-end customer experience.
As a result of that hard work, Ryder turned in an impressive performance at Tuesday’s Loyalty360 CX Awards held during the Engagement & Experience Expo, which was hosted by Loyalty360.
Ryder earned the Platinum Award in the Best Measurement in Customer Experience category. What’s more, Ryder took home the Gold Award in the Most Customer-centric Culture category; a Bronze Award in the Best Employee Engagement category; and the Gold Award in the comprehensive 360-Degree Award category.
Ryder guarantees that all in-person heck-ins and checkouts are completed in 20 minutes or less. After-hours dropoff and streamlined in-store tablet technology are also part of a customer experience that places Ryder customers at the center of every decision the company makes.
Because of its understanding of customer-centricity, Ryder officials make their customers feel at ease, providing all rentals with 24/7 roadside assistance, and complimentary multi-point inspections at service locations across the country. They also provide tips concerning safety and potential weather hazards throughout the rental reservation process via phone, online, or in one of 500 locations in North America.
By moving customer satisfaction measurement from an outside agency to an in-house Customer Satisfaction Indicator (CSI), Ryder has been able to involve every level of the organization in providing a customer-centric experience.
Stephanie Wicky, Ryder’s Director of Marketing, told Expo attendees that Ryder has a Voice of the Customer team that emails customers after every transaction.
“Customers used to wonder if their opinions matter,” Wicky said. “We started the VOC team with that challenge.”
Since implementing the VOC and a seven-day closed loop process, NPS has risen from 53.2 to 82.2−a massive increase. Customer Satisfaction Indicator has risen from 90.9 to 93.5 and reactivation retention rose 11.5%.
What’s more, Ryder doubled the number of customer surveys, from 9,000 last year to 18,000 this year.
“We track our customer engagement and deploy data according to what customers want to do,” Wicky said.
Ryder, a well-known operator of transportation supply chain management products and various rental truck services, earlier this year announced that its loyalty program reached 20,000 members. The program is called RedZone and much of its popularity stems from the flexibility and value it provides. Dollar for dollar, the program currently matches points with everything members spend on rentals and services.
And as the only loyalty program currently available for rental trucks, RedZone also strives to set itself apart from the competition in many ways. Ryder further builds on the value proposition of RedZone by giving members extra ways to earn points and rewards.
In addition to spend, RedZone also engages customers across channels by allowing them to participate in regular opinion polls. Members not only receive 50 bonus points, but the feedback allows Ryder to continually enhance the customer experience it offers. Each month, RedZone members also earn 10% off their organization’s net rental spend in points. Finally, until the end of this month, new members will receive 400 bonus points and 20% off all merchandise just for signing up.
Participation in the program is also simple. New member can easily register online for an account, which is accompanied by a streamlined portal that tracks points and rewards. This also eliminates the need for a physical membership card. After registration is complete, members can begin earning points immediately. Thousands of rewards from numerous categories including sporting goods, home decor, garden supplies, electronics, and lifestyle products are available.