Customers are increasingly demanding quality and value from services offered by rail operators. However, only a few rail operators have loyalty programs and there is still a huge scope for improvement in their offerings.
Accenture recommends rail operators to deliver valuable, innovative services or support at every stage of the travel experience, including facilitated access to travel, door-to-door travel services, real-time information, and innovative in-station and onboard services.
We help rail operators increase customer loyalty while improving profitability and growth potential by using assets and capabilities in analytics, strategy and program development, and execution and measurement. Our proven approach is based on the following core principles:
- Supporting brand fundamentals
- Enabling deep customer insight
- Personalizing customer routes
- Supporting the front-office workforce
- Piloting investments
- Leveraging new technologies