The increased strength of consumers’ buying power and accessibility of travel and tourism have shaped the recent performance of the car rental market—estimated at approximately $58 billion and expected to grow to nearly $125 billion by 2022.
The Now Economy has also pushed the industry’s leaders to adapt to customer trends. By selling cars to ridesharing giants, Uber and Lyft, and partnering with them to provide fleet management, car rental companies have increased their revenue streams and achieved new growth.
What will ultimately lead to their long-term success, experts say, will be their dedication to providing superior customer service—from improving the booking process to strengthening their relationships with their customers with relevant, personalized messaging.
How do these businesses treat their members in the first days after signing up for an account—before they know whether a customer’s booking a compact or luxury vehicle? We investigated this critical onboarding period in our User Engagement Teardown.
User Engagement Teardown: Top Car Rental Companies
In this User Engagement Teardown, we compared three of the largest car rental companies in the United States—Enterprise, Hertz, and Avis—to give you an inside look into their customer engagement across email and mobile.
To conduct our research, we registered for an account on each site and increased our level of activity over the course of three weeks. We completed our profiles, downloaded their mobile apps, browsed car rental deals and abandoned our reservations.
After analyzing the content of all messages received, we identified what these businesses are doing well and what areas could use improvement.
Take a look at the teardown below to learn whose cross-channel marketing drives the most customer engagement.
(Note: if you can’t see the embedded SlideShare, make sure to turn off any ad blockers!)
You can also see our past comparative teardowns (including Uber vs. Lyft and Blue Apron vs. HelloFresh) on our User Engagement Teardowns page.
Note: Enterprise, Hertz, and Avis are not Iterable customers.