Many customer experiences involve regular or repeat customers. Once you know the drill, it's ‘all good’. But what about first time or occasional customers - the accidental tourists? Are you rolling out the welcome mat, or are you keeping new customers locked out because you make it too hard for first timers? When it comes to public transport I am 100% a train guy. I know where they start and finish, which one to get, and that it will generally be on time. Lately though I've needed to move between locations in and around the city in a hurry, and [...]