This is the fourth episode in the Researching Transit Handbook of Public Transport Research series. Links to obtain the book can be found at the end of the notes.

In this episode, Professor Graham Curries speaks to Professor Ahmed El-Geneidy. El-Geneidy is professor of transport planning at McGill University, and one of the co-authors of Chapter 4 of the Handbook: Transit customer satisfaction research: Is the customer always right?.

Professor El-Geneidy has a prolific publication record that spans transport and land use, cycling and public transport. He explains how mentors have helped him develop the ability to ask the right questions, work efficiently, and collaborate with others. In turn, El-Geneidy explains how he approaches his role as a mentor to research students at the Transportation Research at McGill (TRAM) group, which he leads. 

El-Geneidy discusses some of the forces that are amplifying the impact and reach of public transport research. Two of these are collaboration and data. Recently, researchers around the world pooled their insights about transportation access, including public transport systems, to benchmark accessibility around the world. A paper documenting this research was recently published in Nature’s Urban Sustainability journal. 

The other force they discuss is data. Not only is more public transport data being created, but the methods available for harnessing this data are improving. In Chapter 4 of the Handbook, El-Geneidy and his co-authors Madalena Harreman-Fernandes, Ehab Diab, Boer Cui, James DeWeese, Miles Crumley explore insights about customer satisfaction on buses, using complaints data. Taking a customer-focused approach, the researchers examined complaints made by users of Portland’s Tri-Met bus network. Complaints were classified into themes including customer satisfaction with service quality and critical incidents. The researchers cross-referenced this information with operational data to explore causes and validate complaints. For example, pass-by incidents could be matched with time-stamped operational data and occupancy to identify instances where overcrowding may have prompted stop skipping as the source of pass-by complaints. Such information provides useful insight for operators about the actual causes of customer dissatisfaction. El-Geneidy notes that the potential of data to be put to use in transport planning is only beginning to be realised. New methods of extracting and cleaning the data are key to tapping into its full potential.  

Find out more about today’s show in Chapter 4 of the Handbook of Public Transport Research - Transit Customer satisfaction research: Is the customer always right? The Handbook is available for purchase from the publisher’s website:  https://www.e-elgar.com/shop/gbp/handbook-of-public-transport-research-9781788978651.html.

Learn more about Professor El Geneidy and Transportation Research at McGill (TRAM)
https://www.mcgill.ca/urbanplanning/people-0/el-geneidy
http://tram.mcgill.ca/index.html 
 
Read about access around the world in the recently published academic paper:
Wu, H., Avner, P., Boisjoly, G., Braga, C.K.V., El-Geneidy, A., Huang, J., Kerzhner, T., Murphy, B., Niedzielski, M.A., Pereira, R.H.M., Pritchard, J.P., Stewart, A., Wang, J., Levinson, D., 2021. Urban access across the globe: an international comparison of different transport modes. npj Urban Sustainability 1, 16. https://doi.org/10.1038/s42949-021-00020-2
 
Find us on twitter and instagram @transitpodcast or using #researchingtransit
 
Music from this episode is from https://www.purple-planet.com

RT28 – Ahmed El-Geneidy – Customer Satisfaction Research Innovations

Dr. Greg Burke, Chief Patient Experience Officer for Geisinger Medical Center, talks about the importance of patient satisfaction and the phenomenon of patients and their families feeling like hostages during stays in the hospital. He explains the ways the healthcare system can cause confusion and frustration for patients, the problems caused by patients and providers having conflict, and some of the ways providers can help patients feel more comfortable.
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DD #225 - Patients as Hostages? How to Get Providers and Patients on the Same Side

Data analysis increases a company's performance, customer insights, and decision-making process.

Nate Streeter, Director of Marketing and Customer Experience at Paris Painting, shares how Paris Painting has grown to do over $10 million per year, and the interesting journey he took to joining Paris Painting. He elaborates on the importance of data analysis, and how Paris Painting uses NPS and multiple customer check-ins to keep a very tight gauge on their customer satisfaction. He offers some very solid advice for smaller painting company owners aspiring to one day own an 8 figure painting company and shares the struggles that Paris Painting is still working on ironing out themselves.

Topics Discussed:
- How to implement NPS to monitor your true customer satisfaction.
- The transformative resources currently available to entrepreneurial painting company owners.
- How one terrible mistake can keep you trapped in your business unless you fix it.
- What painting companies can learn from the plumbing and HVAC industries that are doing hundreds of millions per year in revenue.

<a href="https://www.pcaoverdrive.org/videos/data-driven-marketing">Watch the episode on PCA Overdrive</a>

PCA Overdrive is free for members.
Not a member? Try our 30-day, free trial; $5.99/mo after.
Download the app on the Apple Store or Google Play.

<a href="https://pcapainted.org/membership/">Become a PCA member</a>

Data-Driven Marketing: Mastermind Podcast

How you define success in your business is greatly influenced by your organization’s unique objectives, finances, project initiatives, culture, values and ongoing employee education. But on episode 31 of unsuitable on Rea Radio, Jeremy Senften, Rea & Associate’s chief operating officer, encourages you to “bet on your business by scoring your success.”

This week, listeners will get a glimpse into the importance of measuring success by leading and lagging indicators – don’t worry, there will be examples. Jeremy and Mark also discuss the benefits of communicating your business’s progress with targeted team members in your organization, which helps facilitate greater buy-in – motivating them to want to do more to contribute toward a specific outcome and overarching strategic plan. Additionally, Jeremy talks about the benefit of tracking the organization’s success in a variety of ways, such as by department, and then share the weekly/daily results with your team to determine what they can do to help influence the results. 

Want to start driving measurable success in your company? First, define what makes yours a successful business. Then identify who can help you achieve your goals and drive greater success. Finally, maintain flexibility throughout the process – plan for change. Need more tips and insight? Start listening to this episode now and start learning from the pros. 

For even more insight into achieving business growth and continued success, visit http://www.reacpa.com/podcast. 
___

Like this episode? Give it a “like.” You can also ask a question, request more information or tell us what you think in the comment section! Thanks for listening!

031: Bet On Your Business By Scoring Your Success

According to OpinionLab, 72% of customers say surveys interfere with their experiences online, whilst 80% of customers state they often abandon surveys halfway through filling them out.

As consumers we’re more expectant and impatient than ever before. Yet we’re being bombarded with an increasing number of communications asking us to give brands our feedback on products and services. Have we reached peak survey? 

In this podcast we enlist the help of InMoment’s head of client services, EMEA, James Bolle, customer behaviour specialist and managing director of Deliberata, Dr. Tom Wormald, and Marks and Spencer’s international operations manager, John Heatherington. We discuss:  

-	Whether customer surveys are still relevant 
-	The psychological and behavioural traits that influence customers in the surveying process
-	How Marks and Spencer introduced a new survey to over 400 stores around the globe
-	The do’s and don’ts of surveying customers

Why your customer surveys suck

Introduction to three research papers from the Cambridge Service Alliance - one on measurement scores for customer loyalty; one on exploring the journey to services; and one on business to business partnerships in ecosystems. Find the full podcasts here: http://cambridgeservicealliance.eng.cam.ac.uk/resources/Podcasts

August 2017 

CSA Cambridge Service Alliance Research Papers

Join Mike Turner (@mturner528), Tim Bridges (@TimMBridges) and Marisa Slatter (@marisaslatter25) as they discuss how cybersecurity investment can not just protect, but also help grow a retail business.

Cybersecurity: The new source of competitive advantage for retailers

Track available at Traxsource: 
https://www.traxsource.com/title/1052120/bad-advice-vol-1
iTunes: https://itunes.apple.com/us/album/bad-advice-vol-1-fatherhood-presents/1441051511

Bad Advice Vol. 1

Customer Satisfaction

Lady Blacktronika - Customer Satisfaction

www.IBBTalks.com - Dr. Mugabe shares how he views his customers and how he works to make sure they are satisfied. A happy customer becomes a repeat customer. A repeat customer becomes a person that will refer others.

Customer Satisfaction by Stephen.Mugabe - Kampala, Uganda, Africa #000244

A 9-to-5 workweek is almost synonymous with work and productivity. However, its relevance to our current times is significantly different from what it was originally intended – fixed work timings and rules have outlived their purpose and are a byproduct of the bygone industrial revolution. Freedom, flexibility and personal space now define the future of work and help employees perform better and be more effective. 

In part 3 of our Future of Work with Twitter podcast series, our host Deborah Eastman, Head of Cognizant’s Internet Business Unit, Donald Hicks, a Vice President at Twitter, and Robert Brown, a Vice President within Cognizant’s Center for the Future of Work, discuss what it means to take care of your employees and how that results in many other indirect benefits.

The Future of Work is NOT 9-to-5

Inspiring Better Business thru free video and audio teachings.

unsuitable on Rea Radio is the unique financial services and business advisory show from Rea & Associates  that challenges your old-school business practices and the traditional business suit culture. You’ll hear from industry professionals who think beyond the suit and tie to offer meaningful, modern solutions to help you enhance your company’s growth. Hosted by Dave Cain.

The official podcast channel of Capgemini

Podcast produced by the Painting Contractors Association (PCA). 

Join PCA as we interview industry experts on how to build stronger businesses.

Founded in 1884, PCA is the only national trade association dedicated to the success of painting contractors through ethics, education and excellence. Today, PCA is recognized and supported by many industry manufacturers and suppliers as the premier organization committed to helping professional painting contractors improve their business.

The Cambridge Service Alliance is a unique global partnership between businesses and universities. It brings together the world’s leading firms and academics, all of whom are devoted to delivering today the tools, education and insights needed for the complex service solutions of tomorrow. 

Cognizant (Nasdaq-100: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we’re improving everyday life. See how at www.cognizant.com or @cognizant.

A podcast connecting the dots between CX, marketing and customer service. MyCustomer.com offers news, advice, events and resources to customer-facing professionals around the globe.

As one of the longest standing independent record labels in the US, Nervous Records has built its reputation through a willingness to take chances on new sounds and new producers. Nervous was the first American label to sign and release tracks from such dance industry luminaries as Armand Van Helden, Paul Van Dyk and Nuyorican Soul. This spirit has enabled Nervous to build a catalogue of hits that spans the complete range of underground dance and hip hop genres.

The label was famous almost immediately when it started back in 1991 because of its eye-catching, very distinctive cartoon character logo. In addition the first three releases were produced by Roger S., Kenny Dope, and Todd Terry respectively, representing the three best house producers of that time. By 1992 Nervous was featured in magazines like Billboard, DJ Magazine (cover story), Mixmag, and ID, hailed by all as the “Sound of New York nitelife.”

Nervous’ first major dance release came in 1992, with “Feel Like Singing” by Sandy B. Nervous decided at that point to focus its energy on expanding the label’s musical field. The label’s first step outside the house music arena was with the Brooklyn, NY-based rap group, Black Moon, whose single “Who Got The Props” virtually put Brooklyn back on the map as a center of hip hop. At the same time, the label decided to alter the Nervous character for this release, giving it specific hip hop characteristics, and calling the hip hop label Wreck Records. Massive success followed with the Wreck imprint, as hits soon followed by Smif-N-Wessun, and Funkmaster Flex.

Nervous decided to continue to expand its musical boundries in 1993 by signing Mad Lion, which would be the first reggae artist on the Weeded imprint. Once again, there was huge success as Mad Lion’s single “Take It Easy” sold over 250,000 units.

Meanwhile, the Nervous merchandise continued to produce massive sales numbers as it established itself as one of the most favored t-shirts for the youth cultures of America, Japan, and many European countries.

In 1994, the label decided it was time to move into the electronic genre, and started an imprint called Sorted. The first artist on that label was Josh Wink, who went by the artist name Winx. While Winx’s debut release was a critical success although not a major seller, Winx’s follow-up release “Don’t Laugh” became the American dance community’s most talked about single, and ended up selling several hundred thousand units worlwide. Subsequently Nervous released Winx’s debut album, “Left Above The Clouds.” This album was one of the first “electronica” albums to be released, and lead to Josh Wink being signed to Sony as an artist. Nervous also released an album by two Long Island based dj’s, DJ Micro and Vicious Vic. The album, entitled “Progress Into Our Future,” since became a seminal album for the crew of Long Island dj’s that currently dominate clubs with their hard trance sound.

In 1996, Nervous virtually single-handedly created a garage house music revival by releasing the debut solo artist album by house music legend Byron Stingily. Byron was formerly the lead singer of gold-selling group Ten City. His second single on Nervous, “Get Up,” went to number one on dance charts around the world, including the Billboard Magazine club chart in America.. For his album, “The Purist,” Nervous assembled an all-star cast of legendary House producers, including Frankie Knuckles, Masters At Work, David Morales, Basement Boys, Maurice Joshua and MK.

As the musical trends continued to evolve in the late 90’s, Nervous continued to create new imprints to remain at the cutting edge of all independent labels. Nervous Dog was created to accommodate the emerging harder-edged house sound of New York; Strapped was the home for uptempo, club oriented hip hop Party tracks; and Nervous Chill released the down tempo, jazzy grooves that are always in vogue in the newest restaurants.

The label also has had many successful tours over the years. One of the biggest was in 2,000, when the Nervous tour was sponsored by Playboy Magazine and KAMEL cigarettes, and featured DJ’s Jackie Christie, Razor-n-Guido and DJ Escape, along With PA’s by Nervous artists Byron Stingily, Charlotte And Kim English. In addition, Nervous created what became one of the Winter Music Conference’s most original Parties, the Nervous After-hours breakfast at Denny’s, which featured an International list of dj’s entertaining conference attendees at 5:00 AM while they ate their grand slam Denny’s breakfast.

In 2000 and 2001, the energy tribal sound dominated the US club and Nervous gave America’s club-goers four of the its most dominant anthems, “Skin” by Charlotte, “Ssst…Listen” by Jonah, “Unspeakable Joy” by Kim English and Dive In The Pool by Barry Harris featuring Pepper Meshay. During this same time, the label has also created many successful compilation series, among them “Hip Hop Independent’s Day,” and “Future Progressive,” and “Club Nervous.

As the hits grew in number, so did the value of the catalogue for sampling purposes. Nervous songs have been sampled in major hits by Mariah Carey, New Edition, Coolio, Flip Squad, Basement Jax, George Michael, Soulsearcher and more..

In 2006 Nervous gave the US one of the biggest dance radio records with What A Feeling by Peter Luts & Dominico, a track which won the 2007 WMC award for Best Euro Dance track. In addition, Nervous delivered the most memorable US underground track of the year with Ralph Falcon – I Need Someone, which was also number one club record of 2007 according to Billboard Magazine.

In 2008 Nervous had two of the top five most played records of the year at dance radio, with Bellatrax feat. Sophia May/I Can’t Help Myself and Every Word by Ercola featuring Daniella, and ended the year as the two most played label at dance radio in the USA according to Billboard Magazine.

Nervous has also made a strong foray into the compilation market, building a roster with some of the most credible house music. The past twelve months has seen full length cd’s from Oscar G, Ralph Falcon, Funkagenda, Mark Brown, Behrouz, Chris Lake, Starkillers & Austin Leeds, DJ Theo, Exacta and Marlon D. Second half of 2009 will see releases from Danny Krivit, Frankie Knuckles, Tom Stephan, Peter Bailey and Richie Santana and Anane (produced by Louie Vega. 

In the grand tradition of Nervous launching sub-labels to embrace the next sounds to take over Nitelife ... In 2011 we launched Nurvous Records.  With the Indie Dance / Nu-Disco sound that has erupted from England and is now barreling towards full speed in America, one of our primary goals is to provide innovative homegrown style; and bringing back emotion to the music, squashing the over-commercialized big-room invasion.

Most humans now live in growing cities where increasing traffic congestion risks liveability, the environment and economic productivity.  Public transport is now widely seen a solution for mega-city growth due to its social, economic and mass travel efficiency.  However the industry faces significant challenges.  Infrastructure, systems and even thinking in the industry is old and out of date.  Policy and regulatory structures are ‘path dependent’ on historical approaches and lack progressive thinking.  There is a global need to revitalise  public transport with new knowledge and thinking to build a progressive future for the industry.

Researching Transit introduces listeners to the latest thinking in global public transit research.  It aims to engage the industry, researchers and the wider community in shared learnings about the latest innovations in public transport research providing a platform for research communication.    Professor Graham Currie and Laura Aston talk to some of the world's leading researchers in a podcast series brought to you by the Monash University Public Transport Research Group.

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