MARK HOPWOOD, INTERIM M.D. & all the TEAM @ SOUTH WESTERN RAIL (CX HEROES)

Don Hales (founder) launched the famous National Customer Service Awards in 1997 and remained with the event until 2012. One of the regular supporters of the programme in those days was SWRail and it seems that they are still putting customers at the centre of their enterprise. In recent years, rail companies have featured as VILLAINS rather than HEROES in my CX Heroes & Villains notes, so it is very refreshing to see the work at SWRail being so warmly congratulated by fellow CX professionals and other business leaders who I know and respect. Interim M.D. Mark Hopwood, arrived in January 2020, from GWRail. It was a challenging role and COVID19 quickly added to the size of the task. Mark, decided to be open and visible in his role and his regular video postings have drawn favourable responses from his customers including many who I know personally and who would not post messages of praise, if they were not truly pleased with the service improvements. Mark puts customers and staff at the heart of his messages and progress is visible Despite all the challenges, the whole team from Depots and Stations and all points inbetween have found time to launch a brilliant new carriage to celebrate Pride Month (June 2020)