How to make citizens proud of using public transport and make employees actors of successful service relations? ― 2nd UITP International Marketing Conference supported by RATP

摘要

This conference, whose aim was to strengthen the position of marketing in public transport organisations, looked at promoting practices and successes that aim at changing the perception and behaviour of the general public, staff as well as decision-makers towards public transport. The challenge is to ensure that the citizens feel a sense of pride when using public transport and to help employees developing with customers new types of relationships towards mutual consideration. For example, David Proffitt, Customer Programmes Implementation Manager, and Peter Jukes, Station Assistant, from the London Underground, have demonstrated (via a very original show) how it is possible to implement a successful approach to supporting sta by focusing on the customer.