Hubert JOSEPH-ANTOINE had numerous responsibilities as Business Unit Manager and Member of Executives Committees, mainly in the Mobility field, and also in Healthcare. For several years, he has been focusing on the huge challenge of enhancing the Customer Centricity for High-Speed trains and Railways stations market and the marketing, organizational, managerial, and cultural changes required. Today, he is in charge of developing Transdev global strategy in this new era of mobility, of implementing change management methods to support the transformation, and of deploying the environmental roadmap of the Group. All challenges that engage the whole organization either in its internal dimensions with its members than external with its customers!
- June 12: Understanding customer expectations and behaviour + Marketing Campaign Award
Customer Experience - Deep dive in social networksTo get deeper in the understanding of the reality of their day to day experience, Transdev decided to set-up an original process of gathering feedbacks from social networks, analyzing especially “weak signals”. Then we compared the results from one region to another to observe common issues and specific ones.
36.000 posts (from Twitter, Instagram, Facebook) were collected and analyzed in three phases, covering the main regions of Transdev’s operations: France, UK, Germany, Netherlands, US and Australia.
On the whole, many similarities appeared in different regions, but clear differences exist particularly when relational issues with transport companies or between passengers occur.