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Customer Engagement Outside the Box

Explore creative engagement methods beyond traditional strategies in public transportation with examples from community programs and informal settings. Learn how to interact effectively with customers in unique ways, such as educational events and informal gatherings like "Transit on Tap." Discover valuable lessons on building trust and loyalty through customer engagement.

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Customer Engagement Outside the Box

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  1. Customer Engagement Outside the Box Presentation by: Alex Carr, OC Transpo Sylvia Fritz, SEPTA

  2. Examples We Looked At Community Programs Transit Education/Trainer Programs Customer Engagement in an Informal Setting

  3. Community Programs Community Book share Program • Mobile bus library • Transit Rail Station book share

  4. Transit Education/Trainer Programs • Provides education to the community that is new to public transportation • How to programs (use farebox, routes, etc.)

  5. Customer Engagement in an Informal Setting Portland TriMet’s “Transit on Tap”

  6. Transit on Tap – What is it? • ‘Informal’ events at local brew pubs • Wide variety of transit-related topics • Drinks and informal conversations

  7. Transit on Tap – What is it? • “Beer with a planner” • Chance for customers to lift up the hood of the organization • Reception has been largely positive and led to constructive discourse

  8. Lessons Learned • Engage customers in a positive setting • Talking about transit can be fun • Do not always talk about changes and upcoming projects • Changing the tone of the conversation can build trust: • Political and senior management support is critical

  9. Lessons Learned • Take a proactive approach to the community • Don’t be afraid to think outside of the box • Customers can be your friend (they have great ideas) • People like transit and want to be educated • Organization and community relations build a stronger business (loyalty goes a long way)

  10. Questions?

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