In this episode of “The Voice of the Customer” podcast we meet James Dolling, Head of Customer Proposition at Arriva Rail London.
James takes us behind the scenes of the London Overground service and how they have addressed many of the challenges facing mass transit in a large metropolis.
James delves into the significance of localisation and how considering the diverse needs of specific communities, they were able to understand their customers on a deeper level. This approach allowed them to tailor their messaging and content more individually, building loyalty and trust.
James shared how they optimise and introduce systems and technology to support this and how the rebranding of the London Overground network splitting a complex network into six defined routes resulted in significant improvements in the Wayfinding and Navigation of our stations.