What is Out Of Scope in a Transit CX Program?
When you are developing a Transit CX program, one of the first questions to resolve is the Scope of the effort. To define scope, there...
top of page
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...
91 views
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...
210 views
Love Bursting Your Bubbles
User Experience (UX) and Customer Experience (CX) require humility. User Experience (UX) and Customer Experience (CX) demand that we set...
81 views
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,"...
70 views
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...
108 views
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...
73 views
Straight Talk
Today's consumers have a healthy dose of skepticism. They look warily at claims made by private and public institutions. They question...
30 views
CX And the Budget Process
You can maximize the effectiveness of your Customer Experience (CX) program by linking CX with your organization's annual budget process....
79 views
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...
168 views
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....
121 views
CX Across America (written by Aaron Weinstein for Mass Transit magazine)
As with many other industries, Customer Experience (CX) programs are taking transit by storm. All across America, transit agencies are...
108 views
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...
117 views
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...
148 views
Where is CX On Your Org Chart?
Where should Customer Experience (CX) reside in your organization? The answer is: it depends.... Ideally, if the CEO or President of your...
146 views
CX Surveys
Statistically-sound customer surveys should be the cornerstone of any CX program. The main objectives are: To identify the top pain...
135 views
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...
71 views
Transit CX Building Blocks
A systematic, agency-wide approach is needed to create an effective customer experience program. Here is a quick overview of key building...
206 views
Cultural Transformation
A CX Plan cannot script customer-centric behaviors for every scenario. The situations are simply too numerous. As such, CX needs to...
205 views
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...
173 views
NEW - PICK A CATEGORY OF INTEREST TO YOU!
Share this page:
bottom of page