Experience Matters

NOVEMBER 7, 2016

Departments of Transportation (DoT) around the country have been called a lot of names, but good designers isn’t a common label. As you read the title of this post, you were likely thinking that there’s been a typo. In this one case, though, I want to give a shout out for a part of the MA DoT’s roll […]. CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Customer experience Design Of Little Things Experience design

Transportation 183

Transportation Customer Connectedness Innovation Customer Experience Design 183

Experience Matters

NOVEMBER 7, 2016

Departments of Transportation (DoT) around the country have been called a lot of names, but good designers isn’t a common label. As you read the title of this post, you were likely thinking that there’s been a typo. In this one case, though, I want to give a shout out for a part of the MA DoT’s roll […]. CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Customer experience Design Of Little Things Experience design

Transportation 138

Transportation Customer Connectedness Innovation Customer Experience Design 138

Customer Bliss

AUGUST 23, 2018

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. I thought this was a great way to tackle CX for a complex system like public transportation.

Transportation 157

Transportation Industry Management Roadmap 157

Helen Dewdney

MAY 22, 2018

Transport for London also states in Help from Staff that “On the Tube, TfL Rail and Overground, station staff will also accompany you to the train and help you on board and, if needed, can arrange for you to be met at your destination.

Transportation 58

Transportation Travel Policies Training 58

Forrester's Customer Insights

OCTOBER 17, 2018

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.

Transportation 36

Transportation Innovation Examples Company 36

Helen Dewdney

FEBRUARY 1, 2016

What annoys you about public transport? Complaining Buses dedicated seating passsengers public transport quiet carriage rants rude passengers travelling Tube UndergroundTim e for a rant. Not had one for ages. The other day I had the misfortune of travelling on the tube.

Transportation 62

Transportation Training Travel 62

Forrester's Customer Insights

MARCH 22, 2018

Less than a year ago, my colleague Laura Koetzle and I published a report on the transformative effects of autonomous vehicles on the global economy.

Transportation 37

Transportation Report Technology 37

Service Untitled

JUNE 18, 2012

In a recent Congressional hearing, Representative Mike Rogers (R-Ala) of the House Homeland Security Transportation Subcommittee stated the TSA is a huge bureaucracy that pays little attention to citizens.

Transportation 57

Transportation Poor Customer Service Insurance Airlines 57

Customer Interactions

JANUARY 17, 2013

Over the past decade public transport has readily embraced technology aimed at making operations safer and more secure, with very good reason. “Most major transit systems have intercoms strategically placed on platforms so passengers can summon help if they need it,” explains Tom LaBarbera, Regional Vice President for the Transportation Sector, NICE Security Americas.

Transportation 30

Transportation System ROI Travel 30

ForeSee

AUGUST 31, 2017

TransPennine Express is a train operating and transportation company with services between the major cities north of England and Scotland. Client Voices Client Stories TransPennine Transportation U.K.

Innovation 52

Innovation Training Measurement Management 52

Helen Dewdney

FEBRUARY 1, 2018

Transport Focus announced today that their latest National Rail Passenger Survey showed that only a third were happy with their last journey. take it further through Transport Focus or if inside London, London Travel Watch or the Small Claims Court.

Travel 54

Travel Transportation Airlines Survey 54

Helen Dewdney

NOVEMBER 1, 2017

In 2013 Transport Focus found that almost nine in 10 of passengers eligible for compensation for delays, did not claim. Press release. Background.

Consulting 58

Consulting Government Guidelines Transportation 58

Forrester's Customer Insights

AUGUST 1, 2018

artificial intelligence (AI) automotive transportation & logistics artificial intelligenceThis week, Uber announced that it would close down its self-driving trucks business unit to focus on autonomous passenger vehicles. In July 2017, we predicted that logistics and shipping firms would replace human-driven double- and triple-freight trailers with human-directed platoons of autonomous trucks and fully autonomous trucks as quickly as practicable and legally permitted.

Groups 21

Groups Transportation Automotive 21

Happy or Not

FEBRUARY 20, 2018

Events airport aviation transportationFebruary 27-28, 2018 | Singapore HappyOrNot is proud to join Asia’s largest commercial aviation event Aviation Festival Asia 2018. You can find us from Booth E11.

Transportation 36

Transportation 36

Helen Dewdney

JANUARY 27, 2017

In 2013 Transport Focus found that almost nine in 10 of passengers eligible for compensation for delays, did not claim. take it further through Transport Focus [2] or if inside London, London Travel Watch or Small Claims Court. Press releases Consumer Rights Act 2015 Delayrepay national Conditions of Travel Passenger Charter reasonable skill and care redress Transport FocusThe Southern Railways debacle has caused misery to its many passengers.

Transportation 50

Transportation Training Airlines Exercises 50

Forrester's Customer Insights

JANUARY 10, 2017

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 29

Data Transportation Company Customer Insights 29

MaritzCX

DECEMBER 7, 2017

Overview Valero Energy Corporation is an international manufacturer and marketer of transportation fuels and petrochemicals. As the world’s largest independent petroleum refiner, Valero has a workforce of 10,000 employees with a refining capacity of approximately 3.1 million barrels per day.

Sales 260

Sales Brands Transportation Marketing 260

Verint

JULY 13, 2017

It also was named a Customer Sales and Service World Award Winner for Best New Product, and secured several million dollar customer wins in the insurance, transportation and financial services sectors. Customer Satisfaction Customer Service Customer Experience Transportation Insurance customer engagement optimization Knowledge Management customer engagement customer focus financial servicesIt’s been a busy summer.

Competitive Advantage 24

Competitive Advantage Conference Customer Engagement Engagement 24

Experience Matters

APRIL 12, 2018

Congratulations to National Car Rental for delivering the best customer experience in the rental cars and transport industry. Out of the 12 rental car and transport companies included in this year’s Ratings, National Car Rental earned the highest score with a rating of 72%, putting it in 109th place overall out of Read More.

Industry 138

Industry Transportation Effort Score Consumers 138

Fresh MR

SEPTEMBER 20, 2018

This year Uber and Lyft formally entered the healthcare market to offer rideshare services to nonemergency patients for transportation to scheduled doctor appointments.

Healthcare 61

Healthcare Transportation Report Marketing 61

Verint

JULY 24, 2017

Public Safety Transportation Mobile Government Public sector Government and Public Sector Internet of Things Citizen Services citizen engagement smart cities local government IoTIn part 1 and part 2 of this blog series, we looked at the background of Smart City initiatives and discussed how combining the networks of sensors and other devices—and particularly the data they generate—can give us powerful and unexpected insights into how to make life better for citizens around the world.

Policies 25

Policies Data Report Analysis 25

Verint

AUGUST 8, 2017

Public Safety Transportation fraud prevention Mobile Healthcare Government Public sector Government and Public Sector Internet of Things Citizen Services security fraud detection artificial intelligence Robotics robotic process automation citizen engagement smart cities local government IoT AI

Hospitality 23

Hospitality Connections Report System 23

QuestionPro Audience

FEBRUARY 23, 2018

The millennial generation has grown up with a more ambivalent relationship to cars than previous generations, in part due to having other transportation options, such as ridesharing. Department of Transportation, Americans who use ridesharing apps spend an average of $4,000 a year on them.

Transportation 256

Transportation Rewards Programs Analysis Study 256

Verint

JULY 17, 2017

Public Safety Transportation Mobile Government Public sector Government and Public Sector Internet of Things smart cities local governmentIn part one of this blog series we asked if now is the time for departments and agencies, who may have been pursuing their own intelligent service projects, to come back together to achieve the 1 + 1 = 3 effect of collective action?

Analysis 22

Analysis Data Trends Policies 22

MaritzCX

SEPTEMBER 19, 2013

Instead, urbanites will rely on a mixture of public transport, cycling, walking and car-sharing schemes. The topic of ‘Mobility Service Provision’ appeared in one of those, “The future of…” type articles, recently, and it got me thinking.

Transportation 260

Transportation Automotive 260

MaritzCX

SEPTEMBER 19, 2013

Instead, urbanites will rely on a mixture of public transport, cycling, walking and car-sharing schemes. The topic of ‘Mobility Service Provision’ appeared in one of those, “The future of…” type articles, recently, and it got me thinking.

Transportation 260

Transportation 260

Service Untitled

APRIL 29, 2010

Service Untitled The blog about customer service and the customer service experience.

Customer Experience 53

Customer Experience Transportation Travel Exercises 53

Experience Matters

APRIL 23, 2018

You can see links to all of those industry snapshots below: > Airlines > Auto Dealers > Banks > Computers & Tablets > Credit Card Issuers > Fast Food Chains > Health Plans > Hotels & Rooms > Insurance Carriers > Investment Firms > Parcel Delivery Services > Rental Cars & Transport > Retailers Read More.

Industry 145

Industry Transportation Insurance Airlines 145

Experience Matters

MARCH 30, 2017

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 […]. 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. consumers.

Transportation 138

Transportation Industry Survey Consumers 138

MaritzCX

SEPTEMBER 19, 2013

Instead, urbanites will rely on a mixture of public transport, cycling, walking and car-sharing schemes. The topic of ‘Mobility Service Provision’ appeared in one of those, “The future of…” type articles, recently, and it got me thinking. As one manufacturer put it, the idea is that: “There will be no need to own a vehicle. View Article

Transportation 200

Transportation 200

MaritzCX

JULY 17, 2012

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

Transportation 200

Transportation Training Customer Experience Retail 200

MaritzCX

JULY 17, 2012

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

Transportation 200

Transportation Training Customer Experience Customers 200

MaritzCX

JULY 17, 2012

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

Transportation 200

Transportation Training Customer Experience Customers 200

MaritzCX

OCTOBER 7, 2015

The confluence of these forces will fundamentally transform the face of retail, automotive, transportation, and other adjacent industries in just a few short years. The genius of Johannes Gutenberg‘s printing press was in its ability to radically increase the distribution of information.

Transportation 411

Transportation Automotive Retail Innovation 411

QuestionPro Audience

FEBRUARY 22, 2018

Replace: Do you like Chicago’s public transportation system? With: How likely are you to recommend the Chicago public transportation system to a friend? Conducting research studies are one thing, but conducting a survey that actually generates insightful data is another.

Transportation 256

Transportation Survey Study Data 256

AskNicely

OCTOBER 8, 2018

Yet we all want the same thing from TriMet (the company whose buses, trains and streetcars are only part of what they offer in transportation): A safe commute to and from where ever we are going.

NPS 97

NPS Transportation Net Promoter Score Training 97

Wired and Dangerous

APRIL 11, 2016

I popped the obvious question–if customer service was a mode of transportation, what would it be? If you asked your customers to characterize the service they receive from you as a mode of transportation, what would they choose?

Transportation 173

Transportation Connections Loyalty Communication 173

ReviewTrackers

MARCH 1, 2017

These hubs provide consumers with an experience in the future of transportation, according to Ford. FordHubs, which are smaller than most dealerships in a non-sales environment, is where consumers can receive education about the future of transportation.

Automotive 100

Automotive Transportation Engagement Entertainment 100

Experience Matters

FEBRUARY 17, 2015

Our research also shows that out of all the industries, the construction sector has the highest percentage of engaged employees, while the transportation and warehousing sector has the lowest.

Employee Engagement 279

Employee Engagement Study Report Engagement 279

CX Journey

AUGUST 15, 2018

The audience was transported and mesmerized! Image courtesy of Pixabay Do you know the power of storytelling? And do you use it in your customer experience transformation efforts?

Transportation 104

Transportation Roadmap Tools Connections 104

Experience Matters

JULY 24, 2017

Industry averages for NPS range from a high of 20 (supermarkets) to a low of -12 (rental cars & transport).

Net Promoter Score 156

Net Promoter Score NPS Transportation Insurance 156

Happy or Not

JUNE 14, 2017

HappyOrNot has announced it’s 2017 Air Transportation Benchmark Study detailing airport passenger satisfaction trends and key improvements airport authorities are making - especially in the peak summer travel season. The post Summer Months, July and August, Ranked Lowest in Passenger Satisfaction According to HappyOrNot Airport Study appeared first on HappyOrNot. News airport airport experience airtravel passenger satisfaction traveling

Transportation 44

Transportation Trends Study Travel 44

MaritzCX

OCTOBER 7, 2015

The confluence of these forces will fundamentally transform the face of retail, automotive, transportation, and other adjacent industries in just a few short years. The genius of Johannes Gutenberg’s printing press was in its ability to radically increase the distribution of information.

Transportation 260

Transportation Retail Innovation Automotive 260