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, 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, let’s pause and reflect on what we, as transportation professionals, can learn from the Tokyo’s Metropolitan Intercity Railway Company’s humble apology. All transportation companies should…

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