this guest blog post talks about how to improve the customer experience of tourists on public transit

Let's discuss the return on investment for transit customer experience programs,

For transit agencies that want to go the extra mile to provide a great customer experience, consider the "Hire for Heart" program at Long Beach Transit.

Check out this updated blog post on the growing number of transit agencies in North America that have customer experience programs. Originally published in Mass Transit magazine.

Let's go for a ride with future transit riders and employees for a glimpse of what customer experiences might be like in the future.

AI generated podcast using Google's NotebookLM app. Generated May 20, 2025.

Innovative customer service KPIs and methods to share with your Customer Service Team to transform the customer experience of complainants.

Here are some highlights of my experiences traveling by transit in Vietnam and Japan. Some great experiences, some not so good, but...

13-minute primer on how to build a Customer Experience program at your transit agency

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...

April 2024 In the bustling world of public transportation, where efficiency and reliability are paramount, there exists a quieter yet...

March 2024 Welcome to the fourth in a series of profiles of transit Customer Experience leaders. Today, I am featuring Patricia Lucy, who...

February 2024 Welcome to the third in a series of profiles of transit Customer Experience (CX) leaders. Today, I am featuring Danny Levy,...

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...

October 2023 Welcome to the second in a series of profiles of transit Customer Experience leaders. Today, I am featuring Rhonda Allen,...