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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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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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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Where's My Bus?
There's nothing worse than waiting and waiting for a bus. A late bus can make you late to school, work, daycare pickup, or other...
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Love Bursting Your Bubbles
User Experience (UX) and Customer Experience (CX) require humility. User Experience (UX) and Customer Experience (CX) demand that we set...
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Mapping Customer Journeys
One way to systematically identify customer pain points is to do what's called Journey Mapping. This involves thinking about every stage...
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CX Listening Posts
Most organizations are flooded with customer feedback, and the challenge is knowing what to do with it all. Maybe you have a steady...
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Ride Without Fear
Even though violent crime on transit is fairly low, many transit riders across the country are worried about their personal safety when...
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Time Competitiveness
When someone goes to Google Maps to figure out how to get from A to B, they can see how long it would take to drive or to take transit....
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Cleanliness
It's not unusual for Cleanliness to pop up as a top pain point for transit riders. Cleanliness is an important aspect of the customer...
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CX Surveys
Statistically-sound customer surveys should be the cornerstone of any CX program. The main objectives are: To identify the top pain...
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