Customer Experience and the 3 P's:
Product, Price, and Promotion Transit Marketing and Communications (MarCom) staff are often drawn to Customer Experience (CX) because...
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Imagining the Future of Public Transit
It always seems impossible until it is done. Nelson Mandela Hot off the press, here is an excerpt of a Customer Experience chapter I...
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No Rider Left Behind - How to Mitigate Canceled Service
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...
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CXO Profiles, Alicia Leite, Connecticut DOT
In the bustling world of public transportation, where efficiency and reliability are paramount, there exists a quieter yet equally vital...
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CXO Profiles - Patricia Lucy, TransLink
Welcome to the fourth in a series of profiles of transit Customer Experience leaders. Today, I am featuring Patricia Lucy, who oversees...
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CXO Profiles - Danny Levy, MBTA
Welcome to the third in a series of profiles of transit Customer Experience (CX) leaders. Today, I am featuring Danny Levy, Chief...
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CX and Transit Ambassadors
Traditional design of transit services is often constrained at the start by what's available, politically acceptable, or convenient. A...
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Empathy
What employee attitudes and behaviors do you want to nurture when hiring, training, coaching, and recognizing employee excellence? Prized...
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Operation Welcome
Some of the best Customer Experience ideas start with insights from front-line employees. When I oversaw the rollout of a BART brand...
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CXO Profiles: Rhonda Allen, MARTA
Welcome to the second in a series of profiles of transit Customer Experience leaders. Today, I am featuring Rhonda Allen, Chief Customer...
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CX and Train Car Design
Previously I wrote about User Experience (UX) testing of new transit products, and how involving transit riders in the design process can...
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CXO Profiles: Russ Arnold, Sound Transit
Welcome to the first in a series of profiles of transit Customer Experience leaders. Today, I am featuring Russ Arnold, newly promoted...
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Will The Transit CX Trend Fizzle?
Increasingly, transit leaders are customer experience (CX) champions. Listen to recent interviews with Mayors, Board members, and Transit...
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Rewarding Riders
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...
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CX Financial Incentives
Customer centricity is largely a cultural affair. If employees at all levels are genuinely passionate about delivering excellent...
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Be Careful with KPIs
How reliable is reliable enough? How clean is clean enough? How safe is safe enough? To answer these kinds of questions, transit agencies...
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Bias Beware
In today's world, survey research has become more and more democratized. Free on-line tools like SurveyMonkey are readily available to...
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Action vs Control
People wonder: Why does it take government so long to get things done? Well, part of the reason is that government has so many...
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Improving CX During System Repair Shutdowns
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...
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Free Transit from a CX Lens
Much has been made about the costs and benefits of free transit. Just a sampling of recent articles include: Zero-fare public transit...
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