Thinking like a passenger

Convictions et références
We are often asked by external and internal stakeholders to summarise Keolis’ viewpoint on the many topics that make up the customer experience and for which PTAs are seeking our advice.

You will not be already an expert on all these areas, but this kit been designed to help you succinctly describe Keolis’ position on each topic, to know where to turn for more information and to define what ‘Thinking Like a Passenger’ means to us.

It focuses on 19 themes, from the smart choices in network and customer service design, to our service excellence in revenue protection, customer retention & acquisition and customer culture.

Each of us is Keolis’ ambassador. Let us take advantage of all the Group’s wealth to position ourselves as the strategic and trusted partner throughout our contracts’ lifetime.

The marketing & customer service community across Keolis is available to help you in this process.

Thomas Barbelet

Executive Group Director

Prospective, Marketing, Communications Kara Livingston

Group Marketing Director
Keolis

Managing stakeholders

Keolis

Developing customer intelligence

Keolis

Designing the network and introducing new modes

Keolis

Designing the mass transit experience

Keolis

Designing the micro transit experience

Keolis

Developing intermodality and maas

Keolis

Developing a pricing strategy

Keolis

Innovating distribution and ticketing

Keolis

Designing the mass transit experience

Keolis

Ensuring accessible transport for all

Keolis

Designing the comfort of vehicles and waiting areas

Keolis

Measuring service quality and customer satisfaction

Keolis

Managing customer service in the field

Keolis

Managing customer service at a distance

Keolis

Managing customer information during disruption

Keolis

Designing a communications plan

Keolis

Developing a customer acquisition and loyalty approach

Keolis

Driving revenue protection

Keolis

Increasing the traffic on digital tools