East Midlands Trains: Closing Nottingham train station
LIDA
The team
Nicky Bullard, John Fazio, Chris Whitehead, Camilla Patel, Daniel Jenkins, Joe Beveridge, Vanessa Speedy.
How did the campaign make a difference?
The longest-ever planned station closure meant huge disruption for customers. Being honest and clear about the changes provided reassurance and a sense of support. Commuters really engaged, with open rates of up to 75% (the highest seen); over 80% of customers were "satisfied" with how the disruption was handled.
What details of the strategy make this a winning entry?
East Midlands Trains was faced with a situation unprecedented in...