Meeting_Body
EXECUTIVE MANAGEMENT COMMITTEE
JUNE 20, 2024
Subject
SUBJECT: CUSTOMER EXPERIENCE MARKETING AND COMMUNICATIONS QUARTERLY UPDATE
Action
ACTION: RECEIVE ORAL REPORT
Heading
RECOMMENDATION
Title
RECEIVE oral report on marketing and public relations activities to tell the Metro story, with a focus on earned media, as well as social media and partnerships.
Equity_Platform
EQUITY PLATFORM
Metro is proud to serve a diverse region with a commitment to inclusion on our system and providing equitable mobility options. The activities shared in the report focus on generating awareness and favorability for Metro. Overall customer experience goals include growing and retaining diverse customers across Metro’s portfolio of mobility options, generating awareness and excitement for Metro’s transportation vision and projects, and engaging existing Metro customers in marginalized and underserved communities in shaping the future of Metro’s network and service. Story placement and event news was covered by ethnic media outlets including Telemundo, La Opinion, Univision, Rafu Shimpo, and Korean Times.
With Metro’s goal of providing more and better public transit and other transportation improvements, Metro’s CX team recognizes the importance of including diverse riders in the process to plan and design these future products and services, to create an attractive transportation option with a good customer experience for all riders, regardless of background.
Prepared_by
Monica Bouldin, Deputy Chief, Customer Experience, (213) 431-4918
Maya Emsden, Executive Officer, Communications, Art Asset Management & Cultural Programming, (213) 922-2720
John Gordon, Deputy Executive Officer, Marketing, (213) 922-2290
Lan-Chi Lam, Director, Revenue Generation, Partnerships and Sponsorships, (213) 922-2349
Pamela Krebs, Executive Officer, Communications, (213) 431-6931
Jeffrey Zimm, Deputy Executive Officer, Creative and Brand, (213) 418-3264
Reviewed_By
Reviewed by: Jennifer Vides, Chief Customer Experience Officer, (213) 922-4060
