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Viewpoint: Issue Issue 28 5 Apr 2012

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Making paying less of a pain

There are some things that passenger transport service providers could learn from the unlikely sectors of insurance

Mark Cartwright

The insurance industry isn’t often looked upon as a paragon of retail virtue, so you might think it a bit odd if I suggest that those in the passenger transport business could learn a thing or two from that sector. But let’s see if I can persuade you.

The proposition is my recurring concern: the reward from genuine customer focussed thinking.

Once a year I fill in a form for my car insurance. It asks me to confirm some things about me (age, length of driving licence, etc), the...

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