3rd puzzle piece: end consumer
Posted: Mon Dec 23, 2024 5:45 am
Also read: Airbnb enters the market it disrupted with hotels
As a platform, you should not only have a relevant value proposition to end customers (or actually consumers), but also to the suppliers. For example, AirDnD offers home chefs the opportunity to earn some extra money, without opening a real restaurant. That is a unique proposition of the platform and therefore appeals to many people.
Platforms are cleverly playing into the sharing economy, which is now in the spotlight because of the green image of sharing resources. This of course fits perfectly in a world that is increasingly focusing on sustainability and circularity .
But I like to think of it more as an on-demand economy, where the customer consumes a service on demand. Today, it’s not just software as a service anymore , but platforms are making the service more comprehensive: mobility as a service , cooking as a service , babysitting as a service . Consumers want an on-demand buying experience, accessible through a single point of contact where the service is requested, consumed, and paid for. Need a ride? Open the Lyft app to order a hong kong mobile phone number cab, pay for your ride, and get an invoice in your email.
4th piece of the puzzle: standards and governance
Platforms have an additional challenge when it comes to quality. How can you offer consistent quality with resources that are not your own? Governance is therefore an issue, even more so than with normal value chains . To ensure quality, Apple reviews each app individually before it goes to the App Store. Lyft has requirements for the year of manufacture of the car and has training centers for drivers in customer friendliness and driving skills. But consumers also contribute by rating the performance based on their experience. By doing this, quality is guaranteed.
Platforms have an additional challenge when it comes to quality. How can you offer consistent quality with resources that are not your own?
5th puzzle piece: user experience
Customer expectations are sky high these days. This applies to both demand and supply side platforms. The Uber app not only helps consumers with everything from locating the nearest taxi to paying. It also helps Uber drivers quickly find profitable customers in the right areas through surge pricing . The challenge with any platform is to develop a set of automated processes that guarantee the ultimate customer experience for both demand and supply.
As a platform, you should not only have a relevant value proposition to end customers (or actually consumers), but also to the suppliers. For example, AirDnD offers home chefs the opportunity to earn some extra money, without opening a real restaurant. That is a unique proposition of the platform and therefore appeals to many people.
Platforms are cleverly playing into the sharing economy, which is now in the spotlight because of the green image of sharing resources. This of course fits perfectly in a world that is increasingly focusing on sustainability and circularity .
But I like to think of it more as an on-demand economy, where the customer consumes a service on demand. Today, it’s not just software as a service anymore , but platforms are making the service more comprehensive: mobility as a service , cooking as a service , babysitting as a service . Consumers want an on-demand buying experience, accessible through a single point of contact where the service is requested, consumed, and paid for. Need a ride? Open the Lyft app to order a hong kong mobile phone number cab, pay for your ride, and get an invoice in your email.
4th piece of the puzzle: standards and governance
Platforms have an additional challenge when it comes to quality. How can you offer consistent quality with resources that are not your own? Governance is therefore an issue, even more so than with normal value chains . To ensure quality, Apple reviews each app individually before it goes to the App Store. Lyft has requirements for the year of manufacture of the car and has training centers for drivers in customer friendliness and driving skills. But consumers also contribute by rating the performance based on their experience. By doing this, quality is guaranteed.
Platforms have an additional challenge when it comes to quality. How can you offer consistent quality with resources that are not your own?
5th puzzle piece: user experience
Customer expectations are sky high these days. This applies to both demand and supply side platforms. The Uber app not only helps consumers with everything from locating the nearest taxi to paying. It also helps Uber drivers quickly find profitable customers in the right areas through surge pricing . The challenge with any platform is to develop a set of automated processes that guarantee the ultimate customer experience for both demand and supply.