Public Transport’s challenge of engaging with customers

People these days expect an open dialogue with those who provide them with products and services. Bus and rail operators are embracing the thinking, but still need to do more

When I was doing management training some years ago a frequent theme in college lectures was the difference between supplier-led and consumer-led organisations. Our lecturer had clearly identified the fact that many passenger transport operators were then still in the former camp. Whilst I instinctively knew he was right, it required quite a major effort of will to bend one’s thinking to see things through the eyes of the customer, particularly when the surrounding culture was generally...

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