Subscribe
Some believe loyalty doesn’t matter in the taxi and transfer business. If a person takes a ride once to the airport or a business meeting, what are the chances they’ll come back?
In reality, customer loyalty is one of the easiest ways to reduce marketing costs, increase lifetime value, and grow your business.
In this article, we’ll go step by step:
First, we’ll look at the basics that apply to all clients. Then we’ll explore tailored strategies for two key groups: airport/business transfer clients and city taxi passengers.
1. Start with the Basics of Customer Loyalty
Loyalty always begins with simple, everyday actions. Get these right, and your clients are much more likely to come back.
Fast and Easy Booking
- Make your website or app smooth and fast.
- Allow quick access to repeat bookings.
- Confirm every ride instantly via email, SMS, or WhatsApp.
High-Quality Experience
- Clean cars, polite drivers, clear routes.
- Let passengers know the name of the driver and the car details in advance.
- Enable passengers to rate the ride right after it ends.
Friendly Follow-Up
- Say thank you the next day via email or message.
- Offer a personal discount or bonus for the next booking.
- Share helpful travel tips or relevant updates once in a while.
🟢 These basic steps create trust. Without trust, loyalty is impossible — no matter how good your prices are.
2. How to Retain Airport & Business Transfer Clients
These clients may book only a few times per year — but each trip is valuable. Their expectations are high. They want a reliable, professional, and stress-free service every time.
What Works Best
- Email reminders with personalized offers:
“Need a ride to the airport next month? Here’s 10% off.” - Retargeting ads on Google or Facebook based on previous visits.
- WhatsApp chatbots for booking without calling or downloading anything.
- Business accounts for companies and executives — including reports, receipts, and priority dispatch.
Practical Tools for Customer Loyalty
| Goal | Tool | How to Use It |
|---|---|---|
| Stay in touch | Email platforms (Mailchimp, Brevo) | Collect emails after booking and automate friendly offers every few months. |
| Automate booking | WhatsApp Business API | Use a chatbot: city → date → address → confirm. Fast and simple. |
| Build relationships | CRM + email templates | Track frequent passengers, send them relevant reminders, use their name. |
| Build loyalty | Personal discount codes | Example: WELCOME10 for a returning client. |
🔧 These tools help you stay on your client’s radar — even if they only travel a few times a year.
3. How to Keep City Taxi Passengers Coming Back
City passengers often ride more frequently, but they’re also more likely to switch between apps and companies. Your goal here is to become their default choice.
What Works Best
- A simple, branded app with one-click repeat bookings.
- Push notifications at the right time:
“Going out tonight? Ride home with 15% off.” - A reward system: after 5 rides, get the 6th free.
- Fun features: badges, “passenger of the week,” or surprise discounts.
Practical Tools for Customer Loyalty
| Goal | Tool | How to Use It |
|---|---|---|
| Make booking a habit | Mobile app (iOS/Android) | Show previous destinations, offer saved addresses, add “repeat ride” button. |
| Boost engagement | Push tools (OneSignal, Firebase) | Send timed messages — morning, lunch rush, weekends. |
| Reward loyalty | Points system or virtual punch card | 1 point per ride, 5 points = free ride or discount. |
| Add personality | Telegram bot / Instagram page | Use fun visuals, memes, surveys — make the brand feel human. |
🎯 These tools are simple to launch and can create strong daily loyalty in urban environments.
4. How to Measure Customer Loyalty
You can’t improve what you don’t measure. To understand and strengthen customer loyalty, start tracking a few key metrics — and consider using dedicated tools to automate the process.
- Repeat bookings – how many clients come back after their first ride, and how quickly.
- Ride frequency – average number of rides per user per month.
- Promo code usage – are discounts from emails, push notifications or SMS being used?
- Net Promoter Score (NPS) – ask: “Would you recommend us to a friend?”
You can run NPS surveys and collect insights using tools like:
- Delighted – quick and easy NPS tracking via email, SMS, or in-app.
- Survicate – build custom loyalty surveys and segment results by client type.
- Typeform – create engaging, mobile-friendly surveys to track satisfaction.
- Hotjar – add on-site feedback forms to learn why users stay or leave.
Even a simple spreadsheet can reveal patterns — but using the right tools makes it easier to scale, automate follow-ups, and react faster.
Final Thoughts
Customer loyalty is not just about discounts.
It’s about making life easier, building trust, and showing up at the right moment.
Whether your clients travel twice a year or twice a week, you can turn a one-time rider into a returning customer. All it takes is great service, thoughtful communication — and a few simple tools to stay connected.
To boost loyalty even further, consider automating your operations with CodiCo Taxi Dispatch Software.
