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. 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

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. 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

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. I thought this was a great way to tackle CX for a complex system like public transportation.

Transport for London unmoved on issue of equality

Helen Dewdney

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.

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.

The 15 top things other public transport users do that annoy us revealed

Helen Dewdney

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.

New Tech: Transportation Technology And The Self-Driving Economy

Forrester's Customer Insights

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 Security Administration criticized for poor customer service

Service Untitled

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.

Five Ways PSIM Can Bolster Public Transport Safety and Security

Customer Interactions

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.

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. Client Voices Client Stories TransPennine Transportation U.K.

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. take it further through Transport Focus or if inside London, London Travel Watch or the Small Claims Court.

Rail Ombudsman is finally coming down the tracks – consultation closing soon

Helen Dewdney

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

Uber Shutters Self-Driving Truck Group; Autonomous Freight’s Future Remains Bright

Forrester's Customer Insights

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.

Aviation Festival Asia | 27.-28.2.2018

Happy or Not

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.

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. 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.

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 29

Valero Mystery Shopping Delivers Consistent Brand Experience and Increases Sales

MaritzCX

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

Customer Engagement Solutions Continue to Gain Momentum

Verint

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.

Temkin Experience Ratings Industry Snapshot: Rental Cars

Experience Matters

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.

Will Uber Health and Lyft Concierge Change Healthcare?

Fresh MR

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

Sensors Do Not A Smart City Make—Part 3

Verint

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.

Sensors Do Not A Smart City Make—Part 4

Verint

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

Ridesharing: The Millennial Effect

QuestionPro Audience

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.

Sensors Do Not A Smart City Make—Part 2

Verint

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?

Tomorrow’s World?

MaritzCX

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.

Tomorrow’s World?

MaritzCX

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.

Service Untitled» Blog Archive » Customer complaints to be.

Service Untitled

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

2018 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

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.

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

Experience Matters

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.

Tomorrow’s World?

MaritzCX

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

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

Gutenberg 2.0

MaritzCX

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.

Best Practices of Questionnaire Design

QuestionPro Audience

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.

NPS Scores at TriMet: Tales of Legendary Customer Experience

AskNicely

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

Does Your Service Feel Like a Tank?

Wired and Dangerous

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?

Why Ford is Building an Engaging Customer Experience

ReviewTrackers

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.

Report: Employee Engagement Benchmark Study, 2015

Experience Matters

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.

Telling Your Customer Stories through Journey Maps

CX Journey

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?

Dataset: UK Net Promoter Score Benchmark, 2017

Experience Matters

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

Summer Months, July and August, Ranked Lowest in Passenger Satisfaction According to HappyOrNot Airport Study

Happy or Not

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

Gutenberg 2.0

MaritzCX

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.