The Uber CEO chair was still warm from founder Travis Kalanick’s abrupt exit when the company announced several major policy changes. Unfortunately, these changes appear signal a shift away from its relentless focus on optimum customer experience - the very thing that has inspired remarkable customer loyalty.
Uber’s phenomenal growth can be attributed to multiple innovations. They put vehicles to use that might otherwise be parked and idle. Their drivers can work when they want and for as little or as much as they want. Uber is mobilizing resources in a way that the traditional taxi market could not match.