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<title>Jan Kelley Marketing Blog - Tanya Garcia</title>
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<description><![CDATA[Jan Kelley Marketing Blog - Description]]></description>
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<pubDate>Sat, 19 May 2012 18:41:41 -0400</pubDate>
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<title>A Passenger Charter for GO Transit</title>
<link>http://www.jankelley.comblog.php?blogId=105</link>
<pubDate>Thu, 11 Nov 2010 22:20:07 -0500</pubDate>
<description><![CDATA[GO Transit has launched its first-ever Passenger Charter, a set of five commitments to be on time, to be safe, to keep customers informed, to make them comfortable and to be helpful.&nbsp; GO has publicly declared their focus and desire to transform themselves from a railroad and bus company to a customer-first organization - and JAN Kelley helped drive the process.
&nbsp;
We started by working with GO Transit &lsquo;s customer service group to write the Passenger Charter in alignment with their Key Performance Indicators. Once the Charter was established it needed to be rolled out internally and shared with all employees. We worked with GO to ensure the promises outlined were relevant and embraced by each and every employee. Many discussions and presentations took place resulting in a set of five promises everyone could commit to and believe in.
&nbsp;
JAN Kelley then worked with GO Transit to develop the communication tools used to launch the Passenger Charter to their customers. This took the form of print advertisements in local newspapers and posters in stations and on trains. However the one communication piece instumental in expressing this commitment in personal terms was our Passenger Charter video. http://www.gotransit.com/publicroot/en/passenger_charter_video.aspx
&nbsp;
The video features six employees, each sharing personal stories reflective of their commitment to their customers. This approach provides a genuine tone and manner and a true representation of a new customer-first organization. Each and every story is compelling and positive.
&nbsp;
These employees are also featured online at www.gotransit.com as each promise is further detailed with an opportunity for customers to provide feedback.&nbsp; Mary Proc, GO&rsquo;s Vice President of Customer Service shared a story when interviewed on Metro Morning about a bus driver who took care of hundreds of teens stranded after a rock concert with no way to get home.&nbsp;
http://www.cbc.ca/metromorning/2010/11/well-do-our-best.html. This example among others, depicts the commitment and pride employees take in servicing their customers.
&nbsp;
We were thrilled to be a part of this initiative with GO Transit.&nbsp; Working with them to develop and facilitate such an important transformation as an organization was truly inspiring.
&nbsp;]]></description>
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<author>tgarcia@jankelley.com (TanyaGarcia)</author>
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<title>Wake up with Melitta on CP24 Breakfast</title>
<link>http://www.jankelley.comblog.php?blogId=21</link>
<pubDate>Sun, 18 Apr 2010 10:37:36 -0400</pubDate>
<description><![CDATA[We were so excited when our client, Melitta Canada became the official sponsor of the CP24 Breakfast Show. Melitta was eager to work with a group that enjoyed bringing a fresh take to their audience&rsquo;s morning. Now this new, dynamic breakfast team are taking over the morning airways.
Melitta continues to fuel the CP24 team with their full line of coffees and will be featuring their latest launch of super premium World Harvest coffees over the upcoming months.&nbsp;
Check Melitta and CP24 out every morning and enjoy some me-time!&nbsp;]]></description>
<author>tgarcia@jankelley.com (TanyaGarcia)</author>
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