Increasing Patronage through Customer Engagement - Some examples in Hong Kong - (PPT)

摘要

The MTR is one of the world's leading railways for safety, reliability, customer service and cost efficiency, carrying an average of 4 million passengers every weekday in Hong Kong as its base. The rail network in Hong Kong comprises nine railway lines as the skeleton, a Light Rail network serving the local communities of a suburban area with a bus fleet providing convenient feeder services and a dedicated rail link as the fastest connection to the Hong Kong International Airport. The MTR takes up over 43% of the public transport and is part of the daily life for most people in Hong Kong. The MTR is facing keen competition from other modes of public transport. This paper explains how MTR attracts more customers to travel on its network. It will highlight how the corporate vision to connect and grow communities with caring service has been implemented in systematic manner that create more values to our customers. The paper explains how the transformation of MTR been has made by promoting and implementing innovation ideas, adopting new technology and nurturing caring service through developing our people.