French ride-sharing service BlaBlaCar differs from most ride-sharing services in that they take people going from one common point to another, rather than professionals. They do this fostering trust, which they accomplish by mastering the six pillars of online trust, which they call DREAMS. It stands for Declared, Rated, Engaged, Active, Moderated and Social; all of these pillars have directly led to the rapid expansion of the company.
- Building trust will be increasingly important to truly claim being customer-centric, and part of customer-centricity will be serving as the platform on which to build trust among customers themselves.”
- Online platforms, or peer-to-peer marketplaces enabled by databases, search engines, and connectivity create new systems for the provision and nurturing of unprecedented levels of interpersonal digital trust.
- By building online profiles and accumulating feedback “individuals are becoming their own brands, moving from a ‘one-to-many’ configuration to a world where trusted interactions can occur on a ‘many-to-many’ basis…[and] creating a new ‘crowd-based’ form of capitalism,”
“Building trust will be increasingly important to truly claim being customer-centric, and part of customer-centricity will be serving as the platform on which to build trust among customers themselves.”