For transit agencies that want to go the extra mile to provide a great customer experience, consider the "Hire for Heart" program at Long Beach Transit.

It always seems impossible until it is done. Hot off the press, an excerpt of a Customer Experience chapter I wrote...

Traditional design of transit services is often constrained at the start by what's available, politically acceptable, or convenient. A...

Some of the best Customer Experience ideas start with insights from front-line employees. When I oversaw the rollout of a BART brand...

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...

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...

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....

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...

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

A systematic, agency-wide approach is needed to create an effective customer experience program. Here is a quick overview of key building...

A CX Plan cannot script customer-centric behaviors for every scenario. The situations are simply too numerous. As such, CX needs to...