Customer Experience Podcast

Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they’re being unfairly charged. Surge pricing is a specific flavor of dynamic pricing or, depending on your perspective, price discrimination.

Surge Pricing is commonly seen in ride-sharing services or airlines, where prices increase during peak times to encourage more drivers to hit the road. Examples of surge pricing include Uber’s increased fares during rainy weather and airlines charging higher prices for last-minute bookings or peak travel times.

In addition to ride-sharing and airline industries, surge pricing can be observed in other sectors, such as bars offering happy hour discounts to attract customers during off-peak hours. However, it doesn’t work in every situation and can damage your customer relationships. 

Surge pricing has its good points. It can increase revenue and manage demand effectively. However, to do so, this dynamic pricing strategy must be balanced with customer-centric considerations and strategic communication to avoid negative perceptions. 

In this episode, we explore the particulars of surge pricing and explain how effective communication is crucial when implementing dynamic pricing strategies. Customer communication can ensure customers understand the rationale behind the pricing changes and feel they’re receiving fair value. 

In this episode, you will also learn the following:

• Examples of surge pricing in various industries, including hospitality and energy.
• The role of strategic purpose in dynamic pricing implementation.
• Why effective communication helps stave off disaster when implementing dynamic pricing strategies.
• How framing dynamic pricing changes can influence consumer perceptions.
• Balancing the benefits to the customer with revenue optimization goals.
• There is a need for flexibility and supply management to support dynamic pricing strategies.