How your train's face affects Customer Experience - CX and Exterior Design of Train Cars.

Product, Price, and Promotion Transit Marketing and Communications (MarCom) staff are often drawn to Customer Experience (CX) because...

It always seems impossible until it is done. Hot off the press, an excerpt of a Customer Experience chapter I wrote...

Cancellations are a moment of truth for transit agencies and their riders. Suppose you are waiting at a bus stop to pick up your kids at...

In the bustling world of public transportation, where efficiency and reliability are paramount, there exists a quieter yet equally vital...

Welcome to the fourth in a series of profiles of transit Customer Experience leaders. Today, I am featuring Patricia Lucy, who oversees...

Welcome to the third in a series of profiles of transit Customer Experience (CX) leaders. Today, I am featuring Danny Levy, Chief...

Traditional design of transit services is often constrained at the start by what's available, politically acceptable, or convenient. A...

What employee attitudes and behaviors do you want to nurture when hiring, training, coaching, and recognizing employee excellence? Prized...

Some of the best Customer Experience ideas start with insights from front-line employees. When I oversaw the rollout of a BART brand...

Welcome to the second in a series of profiles of transit Customer Experience leaders. Today, I am featuring Rhonda Allen, Chief Customer...

Previously I wrote about User Experience (UX) testing of new transit products, and how involving transit riders in the design process can...

Welcome to the first in a series of profiles of transit Customer Experience leaders. Today, I am featuring Russ Arnold, newly promoted...

Increasingly, transit leaders are customer experience (CX) champions. Listen to recent interviews with Mayors, Board members, and Transit...

So you want to reward riders as a way to enhance your customers' experiences and build ridership? What's the best way to do that? There...

Customer centricity is largely a cultural affair. If employees at all levels are genuinely passionate about delivering excellent...

How reliable is reliable enough? How clean is clean enough? How safe is safe enough? To answer these kinds of questions, transit agencies...

In today's world, survey research has become more and more democratized. Free on-line tools like SurveyMonkey are readily available to...

People wonder: Why does it take government so long to get things done? Well, part of the reason is that government has so many...

Just imagine. It's a normal Saturday morning, and you're about to hop on the train to get to your waitress shift when you hear a service...