Stop troubleshooting. Start to surprise.
In the traditional markets the customer always has to take the initiative. The stakeholders usually are reactive, they are to busy with administrative burden, meetings, worn procedures … cultivating their enterprise myopia. Too often, after an car accident the driver has to manage its problems, mostly in a atmosphere of distrust, hoping to get it all fixed by himself.
In a digital ecosystem engaged with partners, the driver is proactively informed and served. The driver is called by the customer care agent presenting a solution before he even discovered the issue. The surprising effect of this empathic behaviour turns a possible issue into a positive driver experience.