Customer Engagement Outside the Box

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?