Case Study: Customer Experience Framework

This project was established for the development of a Customer Experience Brief (CEB) for this government owned rail utility's network stations. The CEB was intended for use by asset managers in the future development of stations, and specifically to ensure station standards reflect a desired customer experience.

The project offered the utility the opportunity to create a consistent, positive experience for their customers that transcended physical (station), offline (print/community) and online (web, mobile, social) interactions with the brand.

Business Aspect (with the involvement of OnTap Marketing) delivered the required outcomes to the full satisfaction of all involved.