Repositioned Ireland's ailing and much maligned public transit provider by conceptualizing, designing and implementing an exciting new brand identity and customer communications program. The six year project resulted a 20% increase in ridership and met with universal approval at both executive and customer levels.
The project included developing relationships throughout a complex organization in order to build consensus and encourage 'buy-in' for the new program. The key to the project success was re-branding the company from the inside out and changing the employee perception of users from ‘passengers’ to 'customers.' Putting the customers needs first at every point of brand contact.
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