GBR Customer Experience with Linda Moir and Others

When is the Freewheeling Podcast not the Freewheeling Podcast? When it's a Transport Focus webinar.

So last month I was asked to run a webinar for Transport Focus, the statutory passenger watchdog, on customer experience in Great British Railways, and how to make sure it's really good, and what it would look like if it wasn't.

So I ran this webinar, and as I was hosting it, I thought, "This is exactly the kind of thing that you lot, my Freewheeling Podcast listeners, would be interested in." So I'm bringing it to you today.

So it's slightly different to our normal format.

We-- The first 20 minutes or so is an interview with Linda Moir, who looked after customer experience for Virgin Atlantic and London 2012, and has some really interesting insights.

This is the kind of conversation that we have on the Freewheeling Podcast when we're together regularly.

The next 20 minutes after that is a panel conversation, and I won't list all the people on the panel, but it's exactly the right people to be having this conversation, and we get into some really specific, crunchy topics about how to make sure the customer experience in the future GBR is actually good.

And then that all adds up to about the amount of time we'd normally be together anyway.

The reason why this recording is longer is there's then a section of audience Q&A, which obviously we don't normally have on this podcast.

So if you only allocate the amount of time that we normally do this, then listen to the interview with Linda, listen to the panel conversation, um, and then duck out.

Otherwise, feel free to join us for the whole thing.

So in a minute, uh, you'll hear the webinar in full.

It starts with a short introduction from the chair of Transport Focus, Nigel Stephens, and then you'll hear the interview with Linda and all of the rest of it, and I really hope you find it as interesting and useful as I did.

Enjoy, and welcome to the Freewheeling Podcast.

When is the Freewheeling Podcast not the Freewheeling Podcast? When it's a Transport Focus webinar.

So last month I was asked to run a webinar for Transport Focus, the statutory passenger watchdog, on customer experience in Great British Railways, and how to make sure it's really good, and what it would look like if it wasn't.

So I ran this webinar, and as I was hosting it, I thought, "This is exactly the kind of thing that you lot, my Freewheeling Podcast listeners, would be interested in." So I'm bringing it to you today.

So it's slightly different to our normal format.

We-- The first 20 minutes or so is an interview with Linda Moir, who looked after customer experience for Virgin Atlantic and London 2012, and has some really interesting insights.

This is the kind of conversation that we have on the Freewheeling Podcast when we're together regularly.

The next 20 minutes after that is a panel conversation, and I won't list all the people on the panel, but it's exactly the right people to be having this conversation, and we get into some really specific, crunchy topics about how to make sure the customer experience in the future GBR is actually good.

And then that all adds up to about the amount of time we'd normally be together anyway.

The reason why this recording is longer is there's then a section of audience Q&A, which obviously we don't normally have on this podcast.

So if you only allocate the amount of time that we normally do this, then listen to the interview with Linda, listen to the panel conversation, um, and then duck out.

Otherwise, feel free to join us for the whole thing.

So in a minute, uh, you'll hear the webinar in full.

It starts with a short introduction from the chair of Transport Focus, Nigel Stephens, and then you'll hear the interview with Linda and all of the rest of it, and I really hope you find it as interesting and useful as I did.

Enjoy, and welcome to the Freewheeling Podcast.