Design Lesson From… MA Department of Transportation

Experience Matters

Departments of Transportation (DoT) around the country have been called a lot of names, but good designers isn’t a common label. CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Customer experience Design Of Little Things Experience designAs you read the title of this post, you were likely thinking that there’s been a typo.

Design Lesson From… MA Department of Transportation

Experience Matters

Departments of Transportation (DoT) around the country have been called a lot of names, but good designers isn’t a common label. CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Customer experience Design Of Little Things Experience designAs you read the title of this post, you were likely thinking that there’s been a typo.

One of the Five Largest Transport & Logistic Companies in the World Launches an Efficient Closed Loop Feedback Programme

MaritzCX

DSV is one of the five largest transport and logistics companies in the world, with a global presence in 85 different countries, 45,000 members of staff, and more than 250,000 customers. As a company well-known for its active acquisition strategy, DSV also focuses on organic growth between acquisitions. For many years, DSV did not have. View Article.

5 Steps to CX Management in the Public Transportation Industry with Anand Sampat

Customer Bliss

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. When he saw things like low customer rating scores, he wanted to know what could be done to turn that around to improve services.

Transport for London unmoved on issue of equality

Helen Dewdney

Claire then went onto St Paul’s where a member of LU staff told her to ‘phone customer services and inform them of time of travel back as it may be possible to stop the escalator so they could walk down. In that case our staff will offer blind or visually impaired customers a taxi.”.

If Customers Characterized Your Service as a Mode of Transportation, What Would They Choose?

Wired and Dangerous

Chip popped the obvious question–if customer service was a mode of transportation, what would it be? I think a jeep,” said another, “since today’s customers have to traverse some challenging emotional terrain with all the self-service to which they are subjugated.”

Volkswagen Partners With Azure To Drive Transportation Innovations

Forrester's Customer Insights

Volkswagen’s recent announcement to build its automotive cloud platform on Microsoft Azure is yet another example of the types of tech-driven innovation efforts transportation leaders are taking to position themselves as customer experience leaders.

One of the Fifth Largest Transport & Logistic Companies in the World Launches an Efficient Closed Loop Feedback Programme

MaritzCX

DSV is one of the five largest transport and logistics companies in the world, with a global presence in 85 different countries, 45,000 members of staff, and more than 250,000 customers. As a company well-known for its active acquisition strategy, DSV also focuses on organic growth between acquisitions. For many years, DSV did not have. View Article.

Next time you visit Dubai, take a public transport

Avaya

With happiness being a key focus in Dubai, government agencies are looking towards contributing to the goal of raising the quality of life of customers and ensuring public happiness. Using the latest services and solutions paves the way to guaranteed customer retention and loyalty.

Transportation Security Administration criticized for poor customer service

Service Untitled

It seems that even the TSA is under scrutiny as to their lack of customer service, and passengers who have encountered problems trying to navigate through the woes of 21st century airport security have a valid argument.

All you need to know about your consumer rights and travel

Helen Dewdney

Transport for London unmoved on issue of equality Story about equality and Transport for London. How to complain when transport has been part of your package holiday. Further advice and help with complaining about transport.

Reviewing Forrester’s 2019 New Tech Predictions — How’d We Do So Far?

Forrester's Customer Insights

age of the customer emerging technology Manufacturing predictions 2019 retail transportation & logisticsBack in November, Forrester outlined its 2019 predictions for a set of hot emerging technologies.

VOC Leaders: TransPennine explains why it pays to measure customer satisfaction (video) 

ForeSee

TransPennine Express is a train operating and transportation company with services between the major cities north of England and Scotland. The post VOC Leaders: TransPennine explains why it pays to measure customer satisfaction (video) appeared first on ForeSee.

The journey ends – Malvern Group travel company goes under

Helen Dewdney

Although relatively small compared to the big household travel names, it is thought that 53,000 customers have been or will be affected. If you get into any problems with transport or accommodation please contact ABTA for advice. Holidays and transport Latest News

Today’s Toughest Marketing Challenge is Not Customer Satisfaction!

C3Centricity

And customer satisfaction is becoming insufficient to drive growth alone. For them customer satisfaction is not enough; they want their guests to be enchanted, enthralled, excited, so that a return visit is a “no brainer”; no other hotel choice would make sense!

Taken for a ride. Passenger complaints are up (& how you can get redress)

Helen Dewdney

Transport Focus announced today that their latest National Rail Passenger Survey showed that only a third were happy with their last journey. But the companies do not hand over this compensation to the customers who were inconvenienced. Transport Focus press release in full.

Maru/edr and Yodel win at UK Customer Experience Awards 2018

Maru/Matchbox

Voice of the Customer specialists Maru/edr and UK parcel carrier Yodel were declared UK Customer Experience Awards’ Silver winner in the ‘Best Transport and Logistics’ category last week. Now in its ninth year, the UK Customer Experience Awards, held on October 11th 2018 at Wembley Stadium, has become the biggest customer experience event of its kind in the world. The post Maru/edr and Yodel win at UK Customer Experience Awards 2018 appeared first on Maru/EDR.

Customer Engagement Solutions Continue to Gain Momentum

Verint

Fresh off its Engage Global Customer Conference at the Loews Royal Pacific Resort in Orlando, Florida, Verint announced a new industry analyst evaluation, solutions honor and series of customer wins, reinforcing that customer engagement continues to drive competitive advantage and better overall experiences. It’s been a busy summer.

Uber's Movement In The Right Direction

Forrester's Customer Insights

transportation. Customer Insights smart cities transportation uber urban planningUber's new initiative , Movement, is a step in the right direction. Facing criticism, the company decided to open its treasure trove of data to the cities in which it operates.

Data 32

The Accidental Customer Experience

ijgolding

A rather important customer need. As the core purpose of any passenger transport company should be underpinned by achieving the most fundamental need of their customers, this fact is not surprising. In other words, what is their ‘desired customer experience?’.

Is your organisation interconnected? The employee – customer chain

ijgolding

Those who have never travelled extensively for the purposes of work, typically envisage business class flights, champagne in cut crystal glasses, door to door luxury chauffeur driven transport and top-class hotels with Michelin star restaurants. My book, ‘Customer What? –

Travel 269

Rail delay compensation – Light at the end of the tunnel?

Helen Dewdney

In 2013 Transport Focus found that almost nine in 10 of passengers eligible for compensation for delays, did not claim. She says that a strict interpretation of the Consumer Rights Act 2015 (Rail companies were covered from 1 October 2016 ) could mean that customers could claim for higher percentages of the ticket price than companies currently offer and also for shorter delays. What do customers say? There are claims that companies are misleading customers.

Forgotten Facts & Fantasies of Customer Delight

C3Centricity

How glad I was that I took that decision, because I discovered that Peruvians are experts in customer delight! Of course, my mind is never far from work and I realised that I was so enamoured by this country because it’s people have customer centricity down to a fine art.

NPS 341

What’s Your Customer’s Panic Question?

Myra Golden

In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” And then meeting that need without the customer having to wonder, fret, or even ask.

Do Customer Journeys Drive Your Content Strategy?

Kerry Bodine

That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. Many organizations use journey maps to make improvements to customer pain points.

Customer Experience: The Differentiation Battleground

ijgolding

Despite transporting us to all corners of the UK; the entire length of France; and from La Coruna to Barcelona and Menorca in Spain; all good things come to an end. From the minute we stepped foot in the showroom, it became clear how we were to be treated as customers.

Customer or Hostage? The unfortunate story of the UK passenger rail industry

ijgolding

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy – from the commuting perspective that is. The customer! The post Customer or Hostage?

Advantage Rent-A-Car and ACE Rent A Car Earn Top Customer Experience Ratings for Rental Cars

Experience Matters

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. Advantage Rent-A-Car and ACE Rent A Car deliver the best customer experience in the Rental Cars & Transport industry, according to the 2017 Temkin Experience Ratings, an annual customer […].

Temkin Experience Ratings Industry Snapshot: Rental Cars

Experience Matters

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to National Car Rental for delivering the best customer experience in the rental cars and transport industry. The post Temkin Experience Ratings Industry Snapshot: Rental Cars appeared first on Customer Experience Matters®. 2018 Temkin Ratings Customer experience

Are Your Customers Free to Come and Go?

Wired and Dangerous

But, when the time comes for cows to be transported to market, herding can become a challenge. Customers enjoy “grazing” in the fields of choice. Today’s wired and dangerous customers relish having countless options and enjoy the security of personalization.

Customer Experience – Kyoto-style: By Beth Richardson

ijgolding

Being a customer experience specialist means never quite leaving work behind, even on holiday, and I wanted to find out whether the customer experience in Kyoto would be different to anywhere else. So, was the customer experience different in Japan?

Travel 199

AI Customer Service: Today’s Most Transformative Technologies

TechSee

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Top 3 Ways to Turn Customer Feedback into Customer Advocacy

AskNicely

Positive word-of-mouth, customers and clients who advocate for your products and services, customers who stay for life and tell everyone they know about your company — this is what all businesses strive to achieve. In fact, we all want the magic bullet that drives the customer advocacy growth flywheel. Why Customer Advocacy? Increase Revenue — Loyal customers spend 67% more than new customers. Reduce Churn — Loyal customers stay with you longer.

The Customer Experience Reality Check! The case of Manchester Airport

ijgolding

Three words that you would not typically want to associate with the subject of Customer Experience. Public transport is another example of an ‘industry’ whose products and services are used by many people who have no other viable option. Resignation. Sufferance. Tolerance.

Travel 213

On Kitties and Customer Experience…Making Things More Human

MaritzCX

This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. Needless to say we had many “service experiences” along our way. It’s always interesting to me how. View Article. Retail

On Kitties and Customer Experience…Making Things More Human

MaritzCX

This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. Needless to say we had many “service experiences” along our way. It’s always interesting to me how. View Article

On Kitties and Customer Experience…Making Things More Human

MaritzCX

This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. Needless to say we had many “service experiences” along our way. It’s always interesting to me how. View Article