Empathy
What employee attitudes and behaviors do you want to nurture when hiring, training, coaching, and recognizing employee excellence? Prized...
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Internal Pain Points
When building a CX Program, don't forget to also focus on the experiences of your own employees, because the quality of the service they...
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It's Not My Job
Enemy #1 to any CX Program is the notion that "It's not my job." Even though job descriptions sometimes say "other duties as assigned,"...
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Straight Talk
Today's consumers have a healthy dose of skepticism. They look warily at claims made by private and public institutions. They question...
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Being a Change Agent can be a Lonely Journey
To improve experiences for transit customers often requires that transit agencies undergo change. Previous assumptions and practices may...
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Cultural Transformation
A CX Plan cannot script customer-centric behaviors for every scenario. The situations are simply too numerous. As such, CX needs to...
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Does Ridership Matter Any More?
Yes it does! Ridership growth had been the goal of transit for many decades, but even prior to the COVID pandemic transit ridership was...
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