OPINION9 May 2012
Steve bumps into the management team from a large company chatting to their customers – but can’t see a research company anywhere.
Just before boarding the 8.40am train for Crewe this morning I noticed a stand of besuited business people chatting to passing travellers.
It turns out that this is a regular monthly event whereby the senior managers from London Midland train company hang out in either Birmingham or Euston stations and chat to customers who happen to be passing by.
I spoke to the marketing director who said it was a great way of getting feedback, even if they had to put up with moans about the trains being late. Apparently, it serves as a rallying point for all senior London Midland folk before they start their monthly management meetings.
All very commendable, of course, but the downside for me is that there is no research company involved. On the other hand, it is great to see managers getting inspired by customer feedback.