Uploaded May 2026 | Updated September 2026, 2 hours ago

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When did you last experience your product the way your customer does?

In our latest HBR Executive Live, Lyft CEO David Risher told HBR Editor at Large Adi Ignatius that he regularly drives for the platform, just to learn. Talking to customers directly gives him raw, unfiltered intelligence that data alone rarely captures.

Your customers have feedback. The question is whether you've built a habit of actually hearing it.

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