I'VE HEARD SOMETHING surprising coming from railroads lately. They have begun referring to their overall efforts as a "Service Product." What does this mean for rail? Railroads are huge, and massively complex, so the idea of having a product is both a fundamental shift in thinking and incredibly important to future railroad success. Nobody needed Next Day Air until it became available. Nobody expected trackable delivery to their front doorstep until Amazon did its thing. Speed, information accessibility, location awareness, and above all, quality, is something everybody has experienced now. And we want more.
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