Case Study: How Uber Improves Customer Experience by Giving Users a Feeling of Control

The Behavioral Economics Behind Uber’s Customer Experience

In this case study, you’ll discover:

  • Why a sense of control is important for the best possible customer experience;
  • What Uber does to make their customers feel in control from the beginning to the very end of their journey;
  • How you can adopt Uber’s strategy and improve your customer experience; and 
  • The biggest uncertainty your customer can feel and how removing it can boost your sales.

Have you ever experienced a time in your work life, when it seemed like everything was constantly changing? You were overloaded with a lot of asap tasks, you never knew what tomorrow would bring, and weren’t able to plan your week because of your boss’s unpredictable demands? In one word - chaos. 

If the answer is no - lucky you! According to psychological research, people in jobs like these tend to burn out pretty quickly. They feel anxious, depressed, and tired. One of the main reasons is that the chaotic nature of their jobs makes them feel like they don’t have control over what’s going to happen. 

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