I love Lyft, you love Lyft, America loves Lyft. But apparently, Lyft’s Citi Bike has had to remove more than 3k e-bikes from the streets of New York City, Washington DC and San Francisco due to issues with brakes. Oof!
This is a fire-watch moment for their customer experience and for the time being, the e-Bikes will be replaced for actual bikes. So let’s all work on our calves for a bit while Lyft gets their e-bikes refurbished.
I can only imagine how many injuries (probably a couple serious ones) had to occur before the company figured there was actually a problem. Do I hear liability? Perhaps don’t go with the cheapest option next time. Sometimes quality does have a higher initial investment, but pays off in the long run.
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Mary Drumond is Chief Marketing Officer at survey tech startup Worthix, and host of the Voices of Customer Experience Podcast. Originally a passion project, the podcast runs weekly and features some of the most influential CX thought-leaders, practitioners and academia on challenges, development and the evolution of CX.