HBR On Leadership Customer-Obsessed Innovation
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Jun 11, 2025 David Risher, the dynamic CEO of Lyft who steered the company towards customer obsession in 2023, shares his insights on innovation. He emphasizes the value of listening to both passengers and drivers, showcasing how this approach drives product improvements. Risher discusses his experiences as a Lyft driver and the impact of feedback on service enhancements. He also tackles the challenges of layoffs, the introduction of inclusive features, and the future of autonomy, all while prioritizing human dignity and service quality.
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Value of Lived Experience
- Lyft prioritizes lived experience and direct customer interaction over pure analytics for understanding riders and drivers.
- Deep listening leads to innovation beyond what data alone can reveal.
Surge Pricing Frustration Story
- David Risher shared a story about a customer frustrated with surge pricing variability.
- This inspired Lyft's Price Lock feature to stabilize ride prices for users.
Prioritizing Product Ideas
- Prioritize ideas that can either impact millions or deeply affect dedicated user segments.
- Combine product-market fit with economic viability to decide which features to pursue.