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Marketplace communities: challenges in managing Uber’s partners

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Marketplace communities: challenges in managing Uber’s partners

Uber is a marketplace and there is no employment relationship between the company and its drivers. The same applies to other platforms like Doggerel, phone number database Tabify and Rappa. But it is not for lack of links that the relationship between the marketplace and service providers is no longer challenging. On the contrary, on a scale as large as Uber’s, the health of this relationship directly impacts the company’s results. Marketplaces depend phone number database on both the supply chain and the input of customers, and managing that community can make the difference between business success and failure. In April of this year, a study by the IBGE, the Brazilian Institute of Geography and Statistics, showed that applications like Uber and food are already the biggest “employers” in Brazil .  phone number database   There are 3.8 million people who claim to work on a digital platform — 17% of the country’s working age population. Of course, these “employers” exist in quotes. phone number database After all, Uber is a marketplace and there is no employment relationship between the company and its drivers.

The same applies to other platforms like Doggerel, phone number database Tabify and Rappa. But it is not for lack of links that the relationship between the marketplace and service providers is no longer challenging. On the contrary, on a scale as large as Uber’s, the health of this relationship directly impacts the company’s results. Marketplaces depend on both the supply chain and the input of customers, and managing that community can make the difference between business success and failure. satisfaction control One of the main concerns of phone number database Community Managers of marketplaces like Uber is the return of service providers to the platform. This is because, as with customer acquisition, there is a cost to attract and activate drivers and couriers. Although word of mouth marketing in phone number database times of economic crisis is high, the turnover of registered professionals is also high; which makes it a necessity for Uber to make new professionals register phone number database in the app every day to keep up with the demand.

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For this reason, retaining the good professionals phone number database who are already in the marketplace is essential. And it is at this moment that metrics such as the Net Promoter Score gain space in the community management strategy. NPS measures the supplier’s satisfaction with the company and the probability that it will withdraw from the partnership. In the case of suppliers, this satisfaction permeates various sectors, phone number database from the percentage of earnings offered in the application to the support offered by the company in resolving conflicts with the customer.  Hong Kong Lead  Satisfaction control is a big job of data analysis. The company needs to collect feedback, find out where the phone number database biggest dissatisfaction points are, create action plans and redirect resources. But what will really make a difference in this relationship is the company’s ability to act proactively and deliver solutions even before the supplier expresses dissatisfaction, as the chance of a phone number database competitor coming up with a better proposal is very high.

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