成人小说亚洲一区二区三区,亚洲国产精品一区二区三区,国产精品成人精品久久久,久久综合一区二区三区,精品无码av一区二区,国产一级a毛一级a看免费视频,欧洲uv免费在线区一二区,亚洲国产欧美中日韩成人综合视频,国产熟女一区二区三区五月婷小说,亚洲一区波多野结衣在线

立即打開
桑迪來襲,Uber陷入輿論風(fēng)暴

桑迪來襲,Uber陷入輿論風(fēng)暴

Hunter Walk 2012-11-06
今年7月,北京暴雨成災(zāi)期間,部分出租車趁機抬價,大發(fā)災(zāi)難財,招致痛批。如今,颶風(fēng)桑迪登陸美國,租車服務(wù)公司Uber的司機們同樣因為漲價挨了批。不過,他們的要價是由Uber賴以生存的算法決定的。盡管如此,這種缺乏人文關(guān)懷的機械做法還是表明Uber缺乏應(yīng)對突發(fā)事件的經(jīng)驗。

????面對一片聲討,Uber發(fā)表了長篇累牘的博文,用來闡釋市場機制。這種觀念本身不賴,但在此情此景下,其實錯得離譜。它的邏輯也許是正確的,但卻丟掉了人文關(guān)懷。普通人聽到的只是颶風(fēng)過后Uber向紐約市民漫天要價。我發(fā)現(xiàn),以前在我和谷歌就有爭議的話題進行溝通時,谷歌也常犯這種錯誤。谷歌的態(tài)度是:數(shù)據(jù)和邏輯表明我們沒錯,所以我們就再多為你提供些數(shù)據(jù)和邏輯,或是描述我們的思路。我們是用事實來面對情感的。可是,在情感面前,數(shù)據(jù)是無法與之溝通的。不管說得多大聲,多緩慢,有些人就是不愿意領(lǐng)會。實際上,這么做只會惹得他們火冒三丈。

????目前對Uber大加撻伐的人主要是來自(a)陽光明媚的西海岸以及(b)認為一些無良的首席執(zhí)行官/投資人正在幕后操縱,乘人之危盤剝紐約人。作為了解Uber團隊的人,我可以肯定地說,他們是一群不錯的人,工作環(huán)境艱苦,正在努力使叫車服務(wù)更準確便捷。對這樣一家初創(chuàng)企業(yè)來說,不管他們獲得了多少正面報道或良好機遇,他們?nèi)允且患艺诔砷L、不斷改良業(yè)務(wù)模式的小公司。

????假如總結(jié)過去這一周里的話,Uber的團隊會寫這么一本“災(zāi)害應(yīng)急措施大全”手冊。我敢說這本手冊會包含如下內(nèi)容:

?????分公司總經(jīng)理可與總部同步宣布“緊急情況”:在此期間,Uber不會再收乘客的錢,通過回饋那些平時絕大多數(shù)時候支持公司的乘客,能有效增加司機人數(shù)。

?????應(yīng)用可在“峰時價格”信息之后顯示附加信息:設(shè)想一下,如果在“峰時價格,費用翻番”后出現(xiàn)這樣一條信息,情況就會明朗得多——受桑迪影響的人們請注意:在此非常時期,我們需要額外收費以滿足需求,這樣才能召集更多Uber司機上路。Uber不會收取任何費用。所有收費都將付給司機。我們希望能確保您安全、干爽并快速地抵達目的地。

?????公關(guān)至上,經(jīng)濟學(xué)理論留待日后再談:要有一套常用問題和更佳解答,這樣才能讓Uber呈現(xiàn)有人情味的一面——別光談自己的員工,也要說說司機和乘客的故事。現(xiàn)在說這話時要加倍小心,別再怪罪司機(比如什么“別光看著我們,是這些司機想多賺點”)。

????我看到有些有意思的微博稱,要讓受颶風(fēng)侵襲以外的Uber群體為峰時價格提供補助。不過我不太相信這些人真的會掏錢。但這些話題都離題甚遠——Uber無論生死,靠的都是算法??梢阅肬ber過去這一周的表現(xiàn)和公寓交換平臺Airbnb公司比比看,對于受災(zāi)地區(qū)成千上萬的訂單,后者幾乎是第一時間免掉了所有預(yù)訂費。一年前,Airbnb也碰上了重大危機。當(dāng)時有個房東回自己公寓才發(fā)現(xiàn),家里已被租客洗劫一空,還遭到大肆破壞。當(dāng)時Airbnb的第一反應(yīng)也是基于事實進行回應(yīng)(也就是碰到這種情況的客戶是極少數(shù))。不過其團隊很快就意識到,公司表現(xiàn)出“任何客戶都會碰到這種情況,所以就能安之若素”的態(tài)度十分不妥。他們隨后迅速行動起來,提供了更好的溝通信息、客戶支持和其他保障條件。

????而Uber剛好才遇上自己的“公寓被搗毀危機”。我也可能會猜錯,不過我想他們下次碰到這種情況會做得更好。

????漢特?沃爾克是谷歌公司的產(chǎn)品管理總監(jiān)。

????譯者:清遠

????In response to the criticism, Uber published lengthy posts explaining the dynamics of marketplaces. Right idea, but oh so wrong. While the logic was true, the humanity was missing. The average person just heard that Uber was charging New Yorkers more post-hurricane. I used to see Google make this mistake frequently in our communications on controversial topics. Data and logic told us we were correct and we'd just keep showing you more of it, or describing our thought process. We greeted emotion with facts. In the face of emotion, data can be a foreign language. It doesn't matter how loudly and slowly you say it, some people don't understand. In fact, all you're doing is pissing them off.

????The people who are piling on Uber are largely doing it from (a) sunny West Coast and (b) imagining that some unethical CEO/Investors are pulling strings to exploit NYC. Knowing members of the Uber team I'm comfortable asserting that you basically have good folks, working under incredible circumstances, trying to make the right call for a startup that, no matter how much good press and fortune they've had, is still a small business growing and evolving its model.

????Assume that coming out of this past week, the Uber team will write a "what to do in disasters" playbook. Here's what I bet it includes:

?????Local GMs can work with HQ to declare "emergency:" During this time, Uber won't collect money on a passenger fare, effectively helping to increase supply of drivers by giving back to the passenger community which supports the company during the 99.9% of the year which is normal.

?????App can show messages next to surge pricing info: Imagine how much clearer it would be if next to the "Surge Pricing in Effect 2x" it said "To those impacted by Sandy: We need to charge more to meet demand during this challenging time in order to get more Uber drivers on the road. Uber will not take any fees. All proceeds go to the drivers. We hope you are able to stay safe, dry and get to your destination quickly."

?????Public Communications Which Leave the Economic Theory for Later: It will have a set of FAQs and better responses which help to put a human face on Uber - not just employees but driver and passenger stories. Now it needs to be careful to do this without blaming the drivers (i.e., "don't look at us, these drivers want more money."

????I saw some other interesting tweets about allowing the Uber community outside of impacted areas to subsidize surge pricing. And I wondered if sponsors would subsidize. But both of these are kinda red herrings - Uber is going to live and die by the algorithm. Contrast Uber's week with Airbnb, which immediately waived booking fees on tens of thousands of listings in impacted areas. Airbnb had its crisis moment a year ago when someone returned to a trashed apartment. Airbnb's initial response was fact-based (this happens to very few people). Its team soon realized that it wasn't okay to appear they were comfortable that this happens to ANY of their customers and put better messaging, customer support and other assurances in place.

????Uber just had its trashed apartment moment. I could be wrong, but my guess is they'll do better next time.

????Hunter Walk is a director of product management at Google.

掃描二維碼下載財富APP
人人爽人人澡人人妻免费看| 久久婷婷香蕉热狠狠综合| 囯产亚洲精品AA片 | 久久国产劲爆AV内射—百度| 久久99亚洲综合精品首页| 亚洲日本va午夜在线电影| 久久久99久久久国产自输拍| 高潮胡言乱语对白刺激40分钟| 日韩一区二区三区免费播放| 国产人妖专区视频在线一区| 天天爽夜夜爽精品免费久久99热精品| 在线国产又粗又硬又黄大片| 亚洲欧洲国产欧美一区精品| 999热成人精品国产免| 学生妹一级J人片内射视频| 精品国产亚洲AV麻豆狂野| 我和公发生了性关系视频| 99久久国语露脸精品国产| 无码人妻丰满熟妇啪啪网站| 惠民福利亚洲国产日韩在线精品频道| 国产mv动漫精品一区二区三区| 国产精品无码久久av不卡| 成人无码H肉动漫在线观看站| 亚洲人成无码网WWW| 日韩在线视频观看免费网站| 国产精品高清一区二区三区不卡| 日韩欧美国产精品第一页不卡| 免费亚洲视频在线观看| 国产免费人成视频在线观看| 337p日本欧洲亚洲大胆| 一级a性色生活片久久| 男人的天堂AⅤ一区二区| 一级a性色生活片久久无国产| 一本大道αV伊人久久综合| 91热久久免费频精品18韩国,| 亚洲精品在看在线高清| 中文字幕精品亚洲无线码VR| 中文字字幕在线综合亚洲| 亚洲欧美日韩久久一区| 国产女人高潮叫床免费视频| 免费a级毛片无码韩国|