Goal
To help the company execute a smooth launch of new commuter rail service to 40,000 passengers and alleviate customer and employee concerns relating to new management.

Strategy
To outreach to local and national transportation press to educate them about the management change and what it would mean for customers.

To design and disseminate targeted messages to customers to prepare them for the management shift.

To ensure employees that the new company will support them in their jobs.

Results
Placed several stories in local media leading up to the launch that included company information, goals and objectives and management team experience.

Developed an ambassador program on the day of the launch to have company staff at all stations handing out information, answering passenger questions, and facilitating lines at new ticket booths - when one of the ticket lines appeared too long, we went out and purchased refreshments for passengers to enjoy!

Created "Employee Express," an internal newsletter to give employees additional information on the company and its plans for the future. We also developed an employee suggestion program to highlight the importance of employee contributions to the company's overall goals of improved management and customer service.

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