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    TIME TO SHAPE UP FOR THE BATTLE FOR THE CUSTOMER 

    Three railway segments have evolved with a focus on new business, competition and demands from the traveller, each of them, with a different goal. 

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Countdown to the Amadeus Total Rail Customer Forum

November 04, 2010
Author: Eve-Marie Morgo

A key theme that will recur throughout the Amadeus Total Rail Customer Forum is the evolution of the customer’s behaviour and expectations. Social networks and social media are an everyday part of life for many customers; connecting people across the world with greater communicative ease than ever before. As a result it is time that travel providers started to take the influence of social media and social networks seriously. Whether a customer’s experience of your service is stellar or underwhelming, you can be sure that they will be able to let other travellers across the world know in seconds – and so travel providers must seize the opportunity to make social media an asset rather than a liability.


At the forum on Tuesday 16th November, Philip Martin and Eve-Marie Morgo of Amadeus Rail will be facilitating a workshop that will examine how travel providers can do just this. The workshop will acknowledge that social networks are much more than a fad, and that it is crucial to travel providers’ success in the future that they learn to interact with the customer in this way. The workshop will pose a number of questions that will help travel providers evaluate their current approach to social networks, for example: where is your railway or travel agency in the world of social media? What is your strategy? What can you learn from others?


We hope that the session will not only help participants to evaluate their current approach to social networks, but also inspire them to re-think their strategy and optimise their use of this increasingly important route to the customer.  

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Reinventing rail in europe:
the battle for the customer

The Battle for the Customer will ask how rail can use it to strengthen customer focus and look to other industries for best practices in terms of the strategies and mindsets that drive change.