Should we close ticket offices?
Pete, CEO at Wordnerds, tackled this prickly topic at World Passenger Festival in Vienna. Among other things, he considers passenger feedback data and how behavioural science frameworks might help offer a solution.
There are four customer data milestones. Where are you?
1. Auditing your data
Where is your data? Can you access it? You need a map before you can start exploring.
2. Tagging and analysing
Is this a manual process for you? Can you track change over time, sentiment, unexpected groups of topics?
3. Insights and reporting
Are you alerted to the most crucial stuff? How easy is it for you to regularly report on tenant satisfaction?