Image as the key towards higher customer acceptance - the Dresden example

摘要

The Dresdner Verkehrsbetriebe AG (Dresden Public Transport Company) mastered the challenge of a complete re-orientation, a modernization and a consistent customer orientation after more than 40 years centrally planned economy in the former GDR. The image was recognised as a critical success factor. As the result of the significant improvement of quality and image the acceptance of the PT could be increased and rising passenger numbers were the result despite the larger number of cars. The image orientation of the DVB is based on the desires and aspirations of the people in the region. Our vision is to be a partner of the car, not against, and to benefit from its image. Last but not least the people had to abstain from using a car for decades largely.