What can we learn from Careem?
Careem is a mobile app to hire a chauffeur-driven car service. The app operates in most cities of the Gulf countries, as well as in Pakistan and Egypt. A brilliant idea similar to the US Brand Uber that also launched in the region, recently. So coming back to my question: What can we learn from Careem (i.e. its Brand Promise)?
- Careem’s Business Strategy is crystal clear to passengers, travelling from one point to another through mobile app booking
- The Business Strategy requires a Focused Brand with great Values. Careem’s customer experience starts from the moment the customer books a car online till the drop off
- This leads to 2 types of experiences for the Customer/Passenger: Digital (the mobile app) and the Service (Chauffeur-driven Car)
- Careem’s promise ‘And You’re There’ is simple yet precise and requires humans with basic skills and good behavior to deliver the experience. Great example on how Careem came up with a promise that balances across all touch points with minimal threats to the Brand
- Careem can manage the Digital promise but not chauffeurs and/or cars. They’re 3rd party service providers but Careem was able to to train and share the Brand Values to ensure that the Brand Promise is a reality for their customers
- If economy cars are not available to book, Careem ultimately finds the solution and sends Business Class cars
- Careem’s Brand Promise struggles in areas such as King Khalid International Airport in Riyadh (a distant pick-up point within the city’s parameters). Hardly any driver is available in the area for a late night arrival and waiting for them could take up to an hour. It is in such locations, the Promise ‘And You’re There’ fails leading to frustrated users/passengers
Careem is a Focused Brand with great amount of simplicity. The Brand is perceived as some-what affluent. While Careem suffers from distant touch points, the company still manages to keep the promise intact
This is the difference between those that think of Brand as a promise to thier audience vs those that think of brands as mere logos used for Billboard/Out-door Advertising
Said Baaghil is the ‘Unconventional’ Branding and Marketing Adviser to reputable companies in the Middle East, author of many reputable books including the ‘The Power of Belonging’ and a Speaker. Baaghil appeared in books published by America’s experts on Branding and Marketing such as Dan Hill and Libby Gill. Most recently Baaghil was interviewed by world renown Brand Consultancy firm Siegel+Gale on Branding in the Middle East
He can be reached on AskBaaghil.com
The article was first published on Linkedin Pulse on 31st December, 2014