BETTER TIMES FOR CUSTOMERS AND COLLEAGUES
A new timetable is a big deal – for customers, colleagues and everyone involved in creating it. So when Arriva Rail London were looking to launch a new timetable on the North London Line of London Overground, they asked us to help inform staff – because not only did this have a direct bearing on shift patterns, but also on customer service.
“It is only early days with the new timetable; however feedback from staff is that they have been more engaged in this timetable change than any in the past and the giveaways have been well received.”
We created a campaign to focus on the ‘better times’ for customers and colleagues, with a new service of ten trains an hour. It included brochures for station staff, drivers and managers, as well as posters for break-out areas, a video for all screens and mugs and coasters for all canteen areas.
The campaign was well-received – in fact, better than any previous campaign – and it was really important in helping colleagues to understand what the changes meant for customers, and for colleagues to be able to deliver a great service.