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Customer pain points

Idiomatic Bootcamp #2: Uber & Lyft Cancellation Fees (infographic)

My wife and I recently took a red-eye flight into Boston for our college reunion. We landed at 6am and were exhausted, so I decided to call an Uber rather than taking the subway. Six minutes later, my phone buzzed and informed me... Continue Reading →

Idiomatic Bootcamp #1: Why Uber’s new feature misses the mark (infographic)

Without a doubt, Uber is a business and social phenomenon. Despite being a magnet for controversy (e.g., cities forcing them out, lawsuits by drivers), Uber continues to thrive because it has created a magical experience for a large swath of riders. But, Uber's path to world domination / IPO requires continued growth, which means winning over more riders and fending off competitors. And the only way it can do that is to make sure an ever larger fraction of those who try Uber falls in love with the experience.

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