Uber Requires Twice the Lyft, But That Might be OK.

A few weeks ago I logged into my Uber App to update my credit card info and noticed “Uber Rewards” as a new menu option.  I didn’t recall receiving a notification informing me that Uber’s loyalty program was available in my area, but what the hay, I like surprises…

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Uber Switching Costs Could be A Lyft

Uber and Lyft both share the “real estate” of a driver’s window and the driver’s phone.  While the driver’s window is a moving billboard for both companies, switching costs are super low for the driver, and more importantly, the rider.  Indeed, rider loyalty is considerably dependent of the quality of the last trip they took. While surprise and delight tactics hook the rider, over the long term, how does Uber “vest” the rider relationship?

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Be Good to Each Other & Galvanize Customer Loyalty

Ya know, Kudos to Starbucks for their College Achievement Plan. Seriously.  The plan offers eligible full and part time employees full tuition coverage to earn a bachelor’s degree from Arizona State University.  Starbucks gets that this employee benefit will generate greater customer loyalty. I’m sure you’re thinking, “Wait, what? An employee tuition program fosters customer loyalty? She is nuts.”  Hang with me here; let me explain

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Failed Customer Centricity and a Brand Implosion: United Airlines

Like many of you I am mortified by what we all witnessed as social media exposed United Airline’s practices run amok this past Monday.  As a year-over-year 1K nearly 2-million mile United customer, I am deeply disturbed and seriously reconsidering the value of that loyalty. 

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