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How your train's face affects Customer Experience
How your train's face affects Customer Experience - CX and Exterior Design of Train Cars.
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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. Hot off the press, an excerpt of a Customer Experience chapter I wrote...
194 views


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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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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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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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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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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Surprise and Delight
Once you achieve service that is reliable, safe, on-time, clean, and user-friendly, you have the opportunity to go the extra mile to WOW...
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User Experience (UX) Testing
Any CX program is incomplete without User Experience (UX) Testing of products. Are you preparing for your next order of new buses or...
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