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...

Where should Customer Experience (CX) reside in your organization? The answer is: it depends.... Ideally, if the CEO or President of your...

Statistically-sound customer surveys should be the cornerstone of any CX program. The main objectives are: To identify the top pain...

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...

A systematic, agency-wide approach is needed to create an effective customer experience program. Here is a quick overview of key building blocks (along with links to more detailed blog posts): Identifying and Remedying Pain Points CX starts with understanding customer pain points using valid surveys and real time "live listening" through social media and call centers. Tip : The best source of information for CX is in-the-moment surveys to detect issues during the customer jo

A CX Plan cannot script customer-centric behaviors for every scenario. The situations are simply too numerous. As such, CX needs to become part of the organizational culture at every level to be successful. Every day, transit employees at all levels have opportunities to impact the customer experience. When employees are committed to serving the community and providing good experiences to riders, they are more likely to go the extra mile to make a difference. For example, an

Any CX program is incomplete without User Experience (UX) Testing of products. Are you preparing for your next order of new buses or...

Does Transit Ridership Matter Any More? Yes it does!