How Your Organization Can Participate

We encourage every APTA member to participate in CX Day 2025 in a way that resonates with your unique operations and community.

Here are some ideas and actions you can take.

Launch a Coordinated CX/MarComms Initiative:

    • If you haven’t already, establish a joint task force or regular meeting cadence between your CX and Marketing & Communications departments.
    • If you don’t have an established CX initiative, gather an informal group of Marketing, Communications, and Operations leaders to begin the discussion of how focusing on Customer Experience can greatly enhance your organization’s initiatives focused on service improvements. Celebrate the successes you are experiencing in your organization.
    • Use CX Day as the launchpad for a new campaign that showcases your CX improvements, leveraging your teams’ strengths.
    • Brainstorm joint communication strategies for upcoming CX initiatives.

Highlight Your CX Success Stories (Externally!):

    • Social Media Blitz: Dedicate your social media channels on October 7th to showcasing your CX improvements. Use the hashtag #APTACXDay2025 (and consider creating your own agency-specific hashtag.).
    • Press Releases & Media Pitches: Share your CX successes with local and regional media outlets. Focus on quantifiable improvements and customer impact. Be sure to include APTA in your distribution too.
    • Website & Blog Posts: Publish articles or dedicated pages on your website detailing recent CX enhancements.
    • Internal Communications: Don’t forget to share your external messaging internally to build pride and alignment among your staff.
    • Improvement Announcement: Consider using CX day to announce upcoming improvements happening within your organization that your customers, stakeholders, and community would be interested in knowing.

Harness the Power of Customer Storytellers:

    • Video Testimonials: Capture short video testimonials from your customers explaining how a new app feature, a service improvement, or a friendly staff interaction has positively impacted their ride.
    • Written Spotlights: Feature customer quotes or short written stories in your social media posts, newsletters, website content, and internally.
    • Consider partnering with a large transit pass distribution partner: You can enhance your partnership by highlighting how your partner and their teams have benefited from transit.
    • Live Events (if applicable): If you’re hosting an event around CX Day, consider inviting a customer to share their experience.
    • Inspiration Examples from MARTA: Look to examples like MARTA’s compelling customer story videos:

Shine a Light on Frontline Staff:

    • “Behind the Scenes” Features: Create or repurpose short videos or photo essays highlighting the incredible work of your frontline employees. Show how their dedication directly contributes to a better customer experience.
    • Employee Spotlights: Feature individual employees on your social media, website, or internal newsletters, sharing their perspective on customer service.
    • Internal Recognition: Organize a special recognition event or distribute thank-you notes to your frontline staff on CX Day.
    • Inspiration Examples from MARTA: Consider creating content like MARTA’s:

Regardless of your organization size everyone can participate.  Here are tailored ideas for every size organization:

Small Transit Agencies (Limited Staff & Budget)

Small agencies often operate with lean teams, but your direct connection with the community is a huge asset. Focus on authentic, low-cost activities.

  • Storytelling:
    • “Rider Shout-Out” Social Media Campaign: Post a simple graphic on your agency’s social media (Facebook, Instagram) asking customers to share their positive transit experiences using a specific hashtag (e.g., #OurTownTransitCX). Encourage them to tag an employee if they had a great interaction.
    • DIY Video Testimonial: Ask a few regular customers (who you have good relationships with) to record a short video on their phone explaining how transit helps them or how a recent improvement has made a difference. Keep it casual and authentic.
    • Simple Blog Post/News Release: Write a short blog post or send a brief news release to local media highlighting one or two recent, impactful CX improvements and thanking your riders.
  • Highlighting Frontline Staff:
    • “Employee of the Day/Week” Social Spotlight: Pick one or two frontline employees and post a photo of them with a short quote about why they enjoy helping customers. A simple “Thank you, [Employee Name], for making our rides better!” goes a long way.
    • Personalized Thank You Notes: Have management hand-write thank-you notes to frontline staff expressing appreciation for their customer-focused efforts. Even better, include a small treat like a gift card for coffee.
  • Customer & Team Activation:
    • “Pop-Up Thank You” at a Stop: If feasible, have a manager or CX representative visit a busy bus stop or small transit center during peak hours to simply thank riders and operators. Hand out small, branded giveaways if budget allows (e.g., pens, mints).
    • Internal Huddle/Briefing: Dedicate a few minutes in a morning huddle or team meeting to talk about the importance of CX and recognize team members.

Mid-Sized Transit Agencies (Growing Teams & Moderate Resources)

Mid-sized agencies can leverage more structured communication efforts and a slightly larger team for impactful activations.

  • Storytelling:
    • “My Transit Story” Video Series: Produce a series of short, well-edited videos featuring 2-3 diverse customer stories (e.g., a student, a commuter, a senior). Focus on specific improvements, like a new app feature or a route change. Think MARTA’s mobile fare payment or microtransit examples.
    • “Day in the Life” Employee Blog/Video: Follow a frontline employee (e.g., a bus operator, a customer service agent) for part of their day, showcasing their dedication to CX and highlighting how their work impacts customers.
    • Interactive Website Feature: Create a dedicated section on your website for CX Day, including customer testimonials, employee spotlights, and a clear call to action for feedback.
  • Highlighting Frontline Staff:
    • “CX Champion” Recognition Program: Implement a formal recognition program for employees who exemplify outstanding customer service. Announce the first “CX Champions” on CX Day.
    • Staff Appreciation Luncheon/Breakfast: Host a small gathering for frontline teams, providing a meal and a chance for leadership to personally thank them.
    • Passenger Compliment Wall/Digital Board: Create a physical or digital display in staff areas showcasing positive feedback received from riders about employees.
  • Customer & Team Activation:
    • Transit Center “Meet & Greet”: Set up a table at a main transit center with CX staff and potentially some frontline employees. Engage customers, answer questions, and solicit feedback. Offer small promotional items.
    • “Ask Me Anything (AMA)” Online Session: Host a live Q&A session on social media or a video conferencing platform with agency leadership, a CX leader or a few frontline staff members to directly engage with customers.
    • Internal CX Workshop: Host a short, engaging workshop for employees on a specific CX topic, like “Empathy in Customer Interactions” or “Leveraging Technology for Better CX.”

Large Transit Agencies (Larger Staff & Resources)

Traditionally, larger agencies have the capacity for comprehensive campaigns, leveraging multiple channels and deeper engagement.

  • Storytelling:
    • Professional Video Production: Invest in high-quality video production or an influencer for a series of customer journey stories, showcasing transformation through specific CX initiatives. Align with MARTA’s examples like “Better Realtime Information” and “On-Demand/Microtransit.”
    • Integrated Campaign (Digital & Traditional): Develop a full marketing campaign for CX Day, including social media ads, digital display ads, radio spots, and potentially print ads, all directing to a dedicated CX Day landing page.
    • Partnerships for Amplification: Collaborate with local media outlets, community organizations, or influencers to share customer and employee stories, reaching a broader audience.
  • Highlighting Frontline Staff:
    • System-Wide “Employee Appreciation Week/Month”: Extend recognition beyond a single day with a week or month of activities, including catered meals, raffle prizes, personalized gifts, and leadership visits to all depots and customer service centers.
    • Internal Communications Campaign: Utilize internal newsletters, intranet, and digital signage to feature “CX Heroes” from various departments, detailing their contributions.
    • Leadership Shadow Program: Have executive leaders spend time “shadowing” frontline employees to better understand their daily challenges and contributions to CX.
  • Customer & Team Activation:
    • Multi-Location Transit Center Activation: Organize simultaneous events at several major transit hubs, featuring live music (local talent), interactive exhibits demonstrating new technologies (e.g., fare payment demos, app features), and opportunities for direct feedback.
    • “Rider Town Hall” or Focus Groups: Host formal or informal town halls (in-person or virtual) to engage with customers, present on upcoming CX initiatives, and gather in-depth feedback.
    • Hackathon/Innovation Challenge: Host an internal “CX Hackathon” where employee teams can propose innovative solutions to real customer pain points, with the winning ideas receiving support for implementation.
    • Partnerships with Local Businesses: Offer special discounts or promotions on CX Day at businesses located near transit centers for riders who show their transit pass/app, fostering community connection.
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