We're sunsetting PodQuest on 2025-07-28. Thank you for your support!
Export Podcast Subscriptions
cover of episode Customer-Obsessed Innovation

Customer-Obsessed Innovation

2025/6/11
logo of podcast HBR On Leadership

HBR On Leadership
AI Deep Dive AI Chapters Transcript
People
D
David Risher
Topics
David Risher: 我深信实地体验的重要性，因为这能让我们真正设身处地地了解用户需求。通过与司机的圆桌会议和社交媒体互动，我们可以收集到宝贵的反馈。虽然数据分析也很重要，但最关键的突破性见解往往来自实际体验。我经常亲自体验Lyft驾驶，认真倾听乘客的反馈，这帮助我们开发了“价格锁定”等功能，以消除动态定价带来的不确定性。作为CEO，我的工作是重新分配资源，兼顾年初的重点和现在的重点，同时避免过度干扰。我使用“猎鹰模式”来深入了解问题，以便做出明智的决策，并推出“司机成就信”等服务，帮助他们为更长远的财务成功做好准备。总而言之，客户至上是推动盈利增长的关键。

Deep Dive

Chapters
Lyft uses a multi-faceted approach to understand customer needs, prioritizing lived experience over analytics. This includes driver roundtables, social media monitoring, and direct feedback. Even CEO David Risher drives regularly to gain firsthand insights.
  • Prioritizes lived experience over analytics for understanding customer needs
  • Conducts driver roundtables across different regions
  • Uses social media for insights, filtering out noise and extreme feedback
  • CEO drives regularly and anonymously to gather firsthand experience
  • Developed features like Price Lock and Restroom Finder based on direct customer feedback

Shownotes Transcript

This month, we're highlighting some of the best conversations from the 2025 HBR Leadership Summit held in April. In this episode, David Risher, CEO of Lyft, shares how he’s driving a turnaround at the rideshare company by anchoring everything in customer obsession. Since Risher took the wheel in 2023, Lyft reached record bookings and a 31% increase in annual revenue and its first full year of profitability. Risher shares how his own experience behind the wheel as a Lyft driver informs product innovation. And why listening deeply—whether to a single passenger or a room of drivers—can lead to breakthrough ideas. He also opens up about navigating layoffs, launching inclusive features, and preparing for an autonomous future while keeping human dignity front and center.