shaping success with communication · starbucks strives to create an inviting, enriching experience...
TRANSCRIPT
Shaping Success with Communication Customer Dialogue Throughout the Transit Planning Process
University of Manitoba Transport Institute
Rapid Transit Conference 2011
November 3, 2011
The Art and Science
Of Communication
The science of persuasion: Fogg Behaviour Model
So
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What does a brand do?
1. Sets expectations
3. Delivers on expectations
2. Persuades you to:
Buy
Support
Use
Revolutionary simplicity
Cool, hip, cutting-
edge products that
capture people’s
imaginations
Apple is about
imagination, design
and innovation
The greatest search on earth
Google =
The best search
service on earth
Core principles
(10 things) include:
You can be serious
without a suit
Personal luxury moments
Starbucks strives to
create an inviting,
enriching experience
that is stylish and
elegant and that
provides people with
respite, time out and
a personal treat.
Cleveland’s focus
Frequent service – every 5 minutes
Modern transit technologies
Performance of vehicles
Appearance of vehicles
Appearance of stations
“Rail like” service name (Silver Line)
Colour schemes, graphics, maps and logos
Publications, media/PR and marketing
Employees
Those who used the transit service, loved it
8-9% mode share
Majority were non-riders
Believed transit was not “for them”
Research showed that there was a perception problem
Key Insight
Transportation is perceived to
be a chore “between” the
things that really matter –
home, work, shopping and
friends.
Lessons learned
Research is key
Treat public transit like any other consumer product
Create perceptions,
Deliver to those expectations
The science of communication
√C = ∑K(R+E) + I∞
The root of powerful Communication is
the sum of Knowledge
(gained through Research and Engagement)
plus infinite Imagination