Much has been made about the costs and benefits of free transit. Just a sampling of recent articles include: Zero-fare public transit...

When you are developing a Transit CX program, one of the first questions to resolve is the Scope of the effort. To define scope, there...

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...

Today's consumers have a healthy dose of skepticism. They look warily at claims made by private and public institutions. They question...

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....

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...

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