french railways

french railways

Culture shift: moving from user to client

www.guardian.co.uk
The media industry should learn from French railway SNCF's decision to change its terminology over customersFifteen years ago, Louis Gallois, the SNCF (French Railways) chairman decided to change the company's lexicon: passengers were to be referred to as "customers" instead of the old bureaucratese "users" (in French: "clients" v "usagers")....
Culture shift: moving from user to client
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