Uber & Lyft: Changing the Customer Experience

Image result for uber and lyft changing customer experienceI have to admit initially I was a little skeptical about how Uber and Lyft could change the industry. I wasn’t even sure if I would want to hop into someone’s personal car and trust that they would take me to my destination. However, that left me, along with many others with the only other comparable option; a taxi. Taxi’s have dominated the industry for years, but with the disruptive technology that Uber and Lyft brought to the market, taxi companies are losing their competitive advantage.

In the Social Age, almost everyone has access to a smartphone. Making the dominance of Uber and Lyft that much more present. All you have to do is log into either  of their apps, press a button to get picked up and you are on your way. I try to avoid getting into a taxi at all costs anymore. These two companies have changed the industry as well as the customer’s overall experience.

Here is a little breakdown of Uber, “Sign Up to Drive or Tap and Ride”:

  • Download the app and create an account
  • Choose your ride and set your location
  • 24/7 availability
  • Rate your driver (I’m sure most wish they could have rated a taxi experience)
  • Levels of experience:
    • Economy (UberX, UberXL, UberSELECT)
    • Premium (UberBLACK, UberSUV, UberLUX)
    • Accessibility (accessible for wheelchairs, or carseats)
    • Carpool (UberPOOL)

Here is a breakdown of Lyft, “A ride whenever you need one”:

  • Download the app and create an account
  • Choose ride, set location, and see the cost before committing
  • Option to tip your driver in the app
  • Amp: Light up emblem that sits in the dashboard
  • Levels of experience:
    • Lyft Plus (6 or more passengers)
    • Lyft Premier (luxury sadan)
    • Lyft Line (Carpool option)

Image result for uber and lyft car decalsAs you can tell both of these companies provide similar services, and many drivers are registered with both companies, which you can tell by the posted emblems in their cars. I think the competitive advantage these companies provide compared to taxi’s is the option to differentiate your experience. There is a car available for every situation, as well as different sized groups. I have used both Uber and Lyft and have never been disappointed by either company.

Next time you’re on your smartphone download the Uber or Lyft app, depending on your preference, or if you prefer to sign up online they both have great websites. Your ride experience will be much more pleasant, and make traveling around that much easier and enjoyable!

Photo: Uber/Lyft

Photo: Car Decals

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