Think of a public transport company that is launching a new TV commercial. It’s about sustainability, service quality, reliability and the added value that this creates for passengers. A good and successful campaign.
Change of perspective: passengers of this company have been waiting for a means of transport for 25 minutes. No explanation in the app. When it starts, the seat reservations are missing. The board bistro is closed. The inspector looks tired. After a total of 55 minutes of delay, passengers missed their connection. A sobering experience.
How does that fit together? Not at all. And here is the problem.
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