Transportation Op-Eds

Lessons Learned From A Japanese Train Company: A Customer-Centric Approach

  The news of a Japanese train company issuing a sincere apology. After one of its express trains left the station a whopping 20 seconds ahead of schedule. This left many in the U.S. and beyond in shock, awe and appreciation. Since Thanksgiving one of the busiest travel times of the season is almost here. Lets pause and reflect on what we, as transportation professionals, can learn from the Tokyo Metropolitan Intercity Railway Companys humble apology. All transportation companies should…

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