When trying to offer a better passenger experience, the rail industry is programmed to focus on punctuality.

But my family’s experiences over the summer show a poor correlation between trains on time and stress-free journeys.

The trains are being painted but it’s not yet clear what the brand is meant to mean.

Brand strategy is not an afterthought - it’s a fundamental driver of customer experience. It should be one of the first and most important decisions.

And - this is crucial - brand strategy is not the same as org structure.

Senior managers need to get out there and talk to their customers

The portable DVD player generated more growth than railway privatisation