Customer centricity is largely a cultural affair. If employees at all levels are genuinely passionate about delivering excellent...

How reliable is reliable enough? How clean is clean enough? How safe is safe enough? To answer these kinds of questions, transit agencies...

In today's world, survey research has become more and more democratized. Free on-line tools like SurveyMonkey are readily available to...

People wonder: Why does it take government so long to get things done? Well, part of the reason is that government has so many...

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...

Original image by Exp691 via Wikipedia, CC BY-SA 4.0. Art by Christopher Cheung. Much has been made about the costs and benefits of free...

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...

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...

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...

User Experience (UX) and Customer Experience (CX) require humility. User Experience (UX) and Customer Experience (CX) demand that we set...

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,"...

One way to systematically identify customer pain points is to do what's called Journey Mapping. This involves thinking about every stage...

Most organizations are flooded with customer feedback, and the challenge is knowing what to do with it all. Maybe you have a steady...

Today's consumers have a healthy dose of skepticism. They look warily at claims made by private and public institutions. They question...

You can maximize the effectiveness of your Customer Experience (CX) program by linking CX with your organization's annual budget process....

Even though violent crime on transit is fairly low, many transit riders across the country are worried about their personal safety when...

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....

As with many other industries, Customer Experience (CX) programs are taking transit by storm. All across America, transit agencies are...

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...

To improve experiences for transit customers often requires that transit agencies undergo change. Previous assumptions and practices may...