MARKETING FOR THE PARKING & TRANSIT INDUSTRIES MSTPA Annual Conference 2011 Mitch SkyerBarbara ChanceJune Broughton

Why Is It Important to Market? Individuals keep impressions from the past – particularly bad ones (the bus was late, I could never find a parking space, the website didn’t work the time I tried to pay my ticket, etc.) How else will you let people know about the changes? Customer expectations are high, and they want everything as quickly as they could get it on an i-phone

How To Decide on the Message What needs to be marketed? (not everything all the time) To whom? When? Why?

How to Deliver The Message? Use and/or create all the tools you can Tailor to the various audiences you have  Will Students read the newspaper?  Will the head of the Faculty Senate get a Tweet?  Will those who don’t ride the bus see the ad on the bus?  Will a Student give information to parents?

Hit ‘Em With Everything You’ve Got Information Radio Stations Add Links to Bus Graphics Websites

What’s Important about Marketing Transportation Technology? How technology improves the passenger experience? Marketing and communicating specific benefits to passengers. Relate to passengers – focus on what matters to them, not features, buzz, or sizzle.

Create a Culture of Communication Push Information Regularly  Frequent (i.e. weekly)  Highlight Important Messages Provide links to additional information Create Cumulative Marketing Lists  Encourage Sign-Ups in Multiple Ways  Passengers and Patrons Have Multiple Access Points Set Service Level Expectations & Meet Them  Response Time  Quality and Consistency of Responses

Why is Timing Critical? Give people information before they have to make a decision (“I don’t have to take a car to campus, I can get around on the bus!”) Give people information on which to make a decision (“I’m going to have to budget so much money to purchase a parking permit each semester.”) Reinforce at appropriate intervals (don’t try to market to students during finals week, don’t give a message to faculty on Fridays!)

And... Don’t forget to “market” internally – everyone on staff needs to know and understand what you are marketing externally Reinforce the message – people miss the campaign or forget what they saw You can’t rest! Keep reinforcing your image/brand Keep reinforcing the services offered and the benefits they provide Use surveys and focus groups to find out what important attributes you should market

Some Examples from June

transport.tamu.edu Move In Direct mail to parents/guardians Map corresponds to large signs posted on campus during move-in to students Aggie Hotline article to alert faculty/staff Website

transport.tamu.edu Brand/Image

transport.tamu.edu Timing is Critical

transport.tamu.edu Why Consider a New Name/Logo? Remove the negative – start over with a new foundation on which to build a “new” department Unite all areas of the department Express a new customer driven and innovative philosophy Align the department with the positive image of the University

transport.tamu.edu Brand/Image

transport.tamu.edu Results

transport.tamu.edu Annual Survey

Measuring Success Figure out how you are going to measure responses BEFORE you do the marketing Decide how to determine if a campaign was “successful” – what does “successful” mean? Figure out what you are going to need to do to adequately justify the marketing budget and the results it obtained.

Discussion – Open to All!