Speaker Biograghy: Richard is an Operations and Customer Service specialist with 29 years’ experience and a passion for the customer experience. In 2007 he founded North Star Consultancy, specialising in air-rail intermodality, service concept through to operational readiness, managing disruption and a world-class customer experience. He has recently brought his passion to life, working on the start-up of the Dubai Metro and London’s transport readiness for the 2012 Olympic Games. He has also led a number of air-rail projects and has inspired the Global Air Rail Market Share Report, the first of its kind. He has delivered 11 papers on all aspects of air-rail link strategy and operation to audiences across four continents. He was previously Operations and Customer Service Director for Heathrow Express, where he led the service from the project phase to one that was globally recognised for its customer service.


Day 2 - 26 March
Session: Airport Cities and Transport Connections

14:00 - 14:25 - 50% or 1%? What differentiates rail-air mode share?
Synopsis: What influences market share? Factors like the quality of the customer proposition; differences in time or cost against competition, and tariff against the cost of everyday goods are discussed. We examine the things that affect market share and, more importantly, the change in market share over time and what causes change. We look at why market share changes year on year, and provide an opportunity to gain insight into causes. Operators have many initiatives that they attribute to positive change; we can understand how they can influence market share in the short and medium term to improve business performance.

Audience will learn:

• What influences base market share
• What initiatives give short and medium term benefit
• How factors against competitive modes affect share
• How to gain a market share increase
• What business can learn to meet targets