Transdev, AFRC Palm winner of the Customer / Citizen Award 20165 October 2016
Transdev has been presented with the 2016 Award in the Customer / Citizen Experience category by the French Association for Customer Relations (AFRC) for its T.ex program.
Each year, AFRC gives prizes to reward companies that implement innovative initiatives in the field of customer relations and strategy in France.
T.ex, Customer Experience by Transdev
Through its T.ex program, the world leader in mobility has taken a step further toward achieving its goal of providing the very best mobility experience to customers.
As a rigorous and comprehensive method, T.ex provides Transdev teams with an innovative approach to public transportation, enabling them to deliver a service that truly meets passenger expectations, increases customer satisfaction and reinforces the attractiveness of public transportation. It gives the teams an insight into the passenger perspective and places customers at the heart of their activities.
By studying the customer journey, evaluating every physical and digital touch point and embracing the customer point of view, Transdev recognises that a mobility experience is both rational (e.g. punctuality, cleanliness, availability of information, etc.) and emotional (e.g. anxiety, surprise, delight, etc.). With T.ex an action plan can easily be implemented, made up of simple, visible and concrete initiatives with an immediate impact on customer satisfaction.
For Eric Dadian, President of the Jury, "The choice was clear: Transdev managed to put passengers at the very heart of its company transformation and to spread this 'customer obsession' to its teams on the field. The managers in charge of the service on a day-to-day basis use a structured method to better understand the customer viewpoint, identify useless efforts and irritating aspects, and help them develop their action plan. This approach is highly operational and is entirely focused on improving customer experience.”
According to Thierry Mallet, Chairman and CEO of the Transdev Group, "Inventing tomorrow's mobility also involves making today's mobility simpler, more intuitive and more personalised. Our innovation impetus contributes to reaching this target. Developing a rigorous process for measuring customer experience is just as important. Driven by all our teams - from the Drivers to the Managers - the T.ex program sheds light on the key aspects of the customer journey by exposing their perspective, helping us to understand their emotions and identify specific areas for improvement to meet the requirements of ever more demanding customers”.
Founded in 1998, AFRC works with 2,300 experts from over 300 companies in 22 different business sectors. It aims to make customer relations a true performance lever, both in terms of business line development and increasing the turnover of companies. Widely recognized as a forum for fruitful discussion and a preferred benchmark for all industry professionals, it counts the largest CAC 40 companies among its members. To find out more, go to: www.afrc.org
The Customer Relation Awards are conferred every year by a jury, made up of 14 experts in customer relations, marketing professionals and association members. The application forms are assessed according to the following criteria: the level of a project's innovation, its impact on the company's teams, its measured and tangible results and the formal quality of the application.
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