Customer Experience Improvement Storytelling

 The MARTA Heroes series gives a voice to transit frontline staff to tell their personal stories of the work being done to improve the customer experience.

One Video, Many Uses

· Showcase CX improvement projects

· Humanize your brand

· Recognize and reward workers

· Grow culture to retain & recruit staff

 See how we featured construction staff while working to install infrastructure for better real-time information. This is an example of how you can tell the story of CX improvements through the staff that are performing the work. This is a great way to tell the story before a new product goes live.

These stories are told on the scene while staff are actively working. This experience creates authentic connections with audiences to get to know the people behind the work.

 Testimonials from your customers can also offer a relatable experience to showcase how your customer experience improvements have real impacts on real peoples’ lives. The How Do You MARTA series features real transit riders telling their own stories.  

We leveraged real customer experiences and stories to highlight customer experience initiatives at MARTA, including this microtransit pilot program called 'MARTA Reach.'