Customer information: not a side dish but part of the main course

Since the fundamental purpose of a transit agency seems to be putting transit vehicles on the street, it’s easy to assume that basic service provision is a much more important than providing information about that service. Inspired by More Riders, I would argue that service provision and providing customer information are equally fundamental to serving…

Rider-powered customer service for transit

Less than a year ago, I saw a presentation on GetSatisfaction.com, a site that hosts user-powered customer service forums.  To me, the site offers an inspiring, slightly provocative, and savvy approach to customer interaction. You can browse some of their (beautiful and interesting) slide decks online.  One presentation is Customer Service is the New Marketing. …