Disclaimer: I do not own the photos included in my slides.

1. Growth

2. An app-based transportation
network and taxi company
launched in March 2009 in
San Francisco
One Brand;
70 cities !
Raised $1.5 billion
for expansion

4. What worked in San Francisco?
Big
Launches
City-by-
City
Free
Rides
Great
Experience
Word of
Mouth
Growth
Unique & Relatable
Experience
wherever they
launched… !

5. Uber offered free rides for referrals. This is a win-win because they got
people to use their social capital to share the Uber service, while also
making current customers more loyal customers.
Promotional Free Rides !

6. Company Growth
(in terms of employees)

7. Uber Lyft
Trends in Rides Given !

8. Uber’s $10.7 Million Day- New Year’s Eve 2013

9. Customer Experience

10. Convenient
What does customers say?
easy use
fastreliable
cheap
driversfriendly
quick
efficient
clean
affordable
safe
“Convenient. I have friends that
use it and it seems to work out well
for them.”
“I can monitor who my
driver will be, their rating,
and the route they will be
taking on my phone.”

11. 37%
10%
2%
31%
8%
1%
0% 10% 20% 30% 40%
Uber
Lyft
Sidecar
Last 6 Months
Ever Used
conducted by
Survey Reveals Usage: Used in Last 6
months vs. Ever Used

12. IMPORTANCE
PERFORMANCE
Customer’s Perception – Uber
0%
25%
50%
75%
100%
0% 25% 50% 75% 100%
50%
75%
100%
Q18: How important to you are each of the following attributes in a ride share service?
Q19: Now, please consider how well Uber matches each attribute.

13. How did Customer made first contact with Uber?
Q10: How did you first contact/use the rideshare service you use most often?
1%
6%
12%
19%
38%
App via tablet
Website
Hailed from the
street
Called in
App via mobile
phone