The New Balance Hubway encourages participation by being a completely online or tech savvy business. In order to rent a bike, you use a kiosk to purchase the bike by using a credit card and you never meet face to face with a customer service representative. Questions regarding how to handle a flat tire and overflow at a bike station is all answered online on their website. After watching the video, searching around their website, and watching their short video available on their site, I would definitely try out Hubway without visiting a kiosk first. If I were traveling to an area, such as Boston, I would go ahead and pay for my time I knew I would be there so that I could explore as much as I wanted.
The Hubway goes the extra mile by providing customer service 24 hours a day and 7 days a week. It also has a customer service email. I believe I would use the email version of customer service so long as it wasn’t an emergency. I find email to be convenient if you have an important appointment that you can’t miss but you are able to check your email during the duration of the meeting.
New Balance Hubway is an automatic vending type of nonstore retailer. I chose this answer because they use a kiosk or machine to conduct most of their business. They do not conduct business by going door to door or having home parties like Direct Retailing or Direct Sales. Hubway also does not conduct their business via the telephone but conducting cold calls or generate new business. This company is also not on the television shopping network asking for customers to call in to rent a bicycle. Hubway does allow customers to approach the kiosk or machine and rent a bike by purchasing the product through the machine via credit card.
I believe New Balance Hubway has a low level of service with a narrow product line. The company offers one style of product. There’s no upgrade or different style bicycles. The product line is very basic which in turn, allows the service to be a low level as well. They offer the best with the product they have which helps them stand out. They have