GrabTaxi: Driver Retention & Loyalty

Former Head of Driver Retention at Grab and Current Head of Operational Support at GET

Why is this interview interesting?

  • Why driver earnings is the core KPI for all ride-hailing businesses
  • How Grab approached recruiting drivers for GrabCar and GrabTaxi
  • The importance of understanding the power of community to drivers
  • How to use incentives and loyalty schemes to drive loyalty with the supply side
  • Biggest lessons from recruiting and retaining drivers for Grab
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Executive Bio

Palm Leviwong

Former Head of Driver Retention at Grab and Current Head of Operational Support at GET

Palm has over 8 years working specifically in recruiting and retaining drivers and bikers for transportation platforms. He joined Grab in 2013, 6 months after the South-East Asian unicorn was founded, where he was Head of Driver Retention and Loyalty. In 2017, Palm then joined GoBike, a Thai-based biker platform, as Operations Manager responsible for bike acquisition and loyalty. Palm is now head of Operational Support at GET, which is Go-Jek’s Thai ride-hailing business, where he leads driver support and retention. Read more

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Interview Transcript

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Audio

GrabTaxi: Driver Retention & Loyalty(March 27, 2020)

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