In another exclusive interview for drivers, Lyft CMO Kira Wampler and President John Zimmer give you the inside scoop about our first national marketing campaign — what we’re doing, why we’re doing it, and how it’s helping boost your benjamins.
Q&A With John
Alex (Dallas, TX): How long will we have the Power Driver Bonus?
John: Hi Alex - We continue to evaluate the financial viability of extending the Power Driver Bonus. We know it has been very effective and appreciated by the driver community. Since you asked ;) we will extend the Bonus again at least through the end of March. I will also work with the team to provide a more full update on long-term plans for this type of incentive in March.
Monica (Indy, IN): I would love to see a Lyft commercial featuring the diversity of our drivers and passengers.
John: Hi Monica - I agree that we should continue to demonstrate the incredible diversity among the Lyft community. Check out Lyft's YouTube page for some of the marketing team’s recent work. You might specifically enjoy our Community Solutions series profiling drivers and passengers from around the country. If you or any other driver has suggestions for other Lyft videos you’d like to see, please share them with our driver communications team by emailing: email@example.com.
Sherry (Modesto, CA): When will smaller cities get a Glowstache?
John: Hi Sherry - Since this was our first hardware product we ever created, we wanted to do a measured rollout in order to collect feedback and make any product adjustments if necessary. We started in the largest cities with the most frequent drivers. We don’t have a specific date yet on the next phase of Glowstache rollout, but we’ll keep you updated by email. For now the best thing the driver community can do to maximize the possibility of getting a Glowstache is passing the 100 ride mark :)
Bennie (SF, CA): Why do some of our promotions, like guaranteed Prime Time, only focus on part of the city?
John: Hi Bennie - great question. We sometimes focus promotions around specific times and areas because it significantly improves the health of Lyft’s community marketplace. In many cities, we have plenty of passengers and drivers, but we don’t always have them in the same place at the same time, so these geo-targeted promotions help improve those dynamics. We also do this to help provide you with concrete guidance for where to be in order to make the most of your time on the road. We’ll continue innovating on this front to further support drivers maximizing their earnings.
Kristoffer (Tuscon, AZ): What differentiates Lyft from its competitor?
John: Hi Kristoffer - Thank you for this question, and also for your thoughtful emails and feedback you provide me and the team from the road every so often!
This could end up being a long answer, so I’ll just mention a few of the important ones:
- Culture & vision: From the beginning, Lyft has emphasized the humanity and hospitality part of the business, which thanks to people like you has created a welcoming in-car experience. Our vision beyond just getting people from A to B is to also bring our communities a bit closer together.
- Driver community: We celebrate the friendly and diverse personalities of Lyft drivers across the country, which has created an incredible level of service for Lyft passengers.
- Products such as tips and power driver bonuses: You provide great service and deserve the ability to get tips in-app. Tips and power driver bonuses are making a big difference for the community. There’s a lot more to come on the product front in 2015 ;)
Ogom (Washington, D.C.): Why isn’t there a phone number for drivers to get immediate answers to questions?
John: Hi Ogom - Thanks for reaching out! There are two main reasons we direct drivers to the Contact Us form when they have a question: 1) the form helps us answer questions with greater accuracy and efficiency, automatically categorizing them and notifying the right team, and 2) this system allows us to log questions, share them with other teams, and integrate feedback into our workflow to make system-wide improvements that prevent similar questions or issues from coming up down the road. We’re continuing to innovate on our Lyft Support experience and will add more resources for the driver community in 2015.
Jody (Salt Lake City, UT): I think it’d be great if we were able to input the passenger’s destination and tell them how much their ride would cost.
John: Hi Jody - Thanks for your suggestion! This is something that I will make sure is on the product roadmap.
Matt (Cincinnati, OH): Is there a way for passengers to input the name of the bar they’re at (or other location) to make it easier to pick them up?
John: Hi Matt - Good suggestion that would definitely simplify the pickup experience. I will talk this over with our product team to see how we can best address. Additionally, we are looking at making it easier for drivers and passengers to communicate via text, which would have the additional benefit of helping communications for airport pickups too (where allowed).
Carrie (Los Angeles, CA): Why not have “the gift of Lyft” and let people buy ride credits for each other?
John: Hi Carrie - We agree :) You can purchase Lyft credits for someone else by visiting lyft.com/gift. I will talk with the team about getting more public awareness about this page.
Thanks to all who submitted questions — we’re excited to continue the conversation. Keep 'em coming to firstname.lastname@example.org.