"Risher: A lot of people say it, very few people do it. Very few people do it. And what I mean by that is they get confused. They start to focus on their investors, or they start to focus on some projects. And what they don't do is the type of work I'm talking about. Like actually getting in the car and driving and understanding what a customer wants."
"Jason Girzadas: Great to see you, Diane. Brady: So, what's driving leaders to adopt this approach? What are the benefits? Girzadas: Yeah, I think a couple of things. I think all businesses are endeavoring to get to a cost leadership position, because it gives you maximum flexibility to deal with other variables and effectuate performance through cost leadership. But growth-oriented cost leadership is made possible today, because technology and other business model innovations allow fo"
Lyft seeks to redefine customer obsession by prioritizing direct, hands-on engagement with riders to understand needs rather than relying on investor pressures or internal projects. Many organizations claim customer focus but fail to perform the operational work required to truly serve customers. Corporate leaders increasingly pursue growth-oriented cost optimization to achieve cost leadership and flexibility while preserving investment in growth. A 2025 CEO survey found 42% of leaders planning cost reductions, prompting a shift from traditional cuts to technology-enabled efficiency and business-model innovation. Ridesharing faces competitive challenges and strategic uncertainty as autonomous vehicle adoption advances.
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