The Customer Confidential Podcast
Finding the Road to Authenticity at Lyft
Lyft's Mary Winfield explains how the ride-hailing company tries to foster authentic connections between drivers and passengers.
Ride-hailing companies disrupted the traditional taxi and limo industry by offering unprecedented convenience. But less has been said about the customer experience at these fast-growing companies, which typically allow customers and drivers to rate their interactions. After all, these companies rely on thousands of independent drivers in markets across the country.
I recently had the pleasure of speaking with Mary Winfield, vice president of customer experience and trust at Lyft. She says that her company strives to create a culture of respect with drivers that empowers them to make authentic connections with passengers. The company does that by offering services that help drivers get paid quickly and resolve problems faster. Mary also makes time in her schedule to interact with customers and drivers.
You can listen to the episode on iTunes or through the player above. Click here to browse past podcast episodes.
Tell us what you think
Did you like or dislike the latest podcast? Are there people you'd like to hear Rob interview? Let us know!
Want to hear more from today's loyalty leaders?
Explore more episodes of The Customer Confidential Podcast.
9월 15, 2016