CSX Reforms Spark Resistance Customer Losses
CSX faced difficulties during CEO Harrison's implementation of 'Precision Scheduled Railroading' (PSR), leading to plummeting customer satisfaction and significant customer churn to competitors. The reform sparked strong employee discontent, prompting increased regulatory scrutiny from the STB. This analysis delves into the challenges and limitations of the PSR model and the impact of Harrison's assertive leadership style on CSX. It also considers CSX's future development, emphasizing the need for railway companies to strike a balance between efficiency, flexibility, and service quality to retain customers and maintain a positive operational environment.
