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The Launch of Modern Miles; Appreciating Customers’ Patronage

A perfect storm is developing in the world of customer loyalty as conditioned by the changing customer expectations, new technology and the emergence of new competitors. Modern Coast Express continues to live to its customers’ expectations through the launch of “Modern Miles”, a move that is intended to reap rewards and benefits to customers as a show of appreciation for their patronage. Through issuance of loyalty cards to customers, Modern Coast targets to reposition its relationship with customers so that both parties benefit as the loyalty program is centered on what customers need.

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Modern Coast is keen to develop direct customer relationships. The move started with the application of modern technology in service provision to facilitate ease with which customers can access the company’s services. The most recent and highly appreciated development involves provision of loyalty cards to customers. The initiative justifies the company’s understanding that loyalty reinvention is not a passing trend but a fundamental requirement for establishment of a solid relationship with customers.

The introduction of Modern Miles shows that Modern Coast is aware of the current developments in the business industry. It is a response to the understanding that customers need a different relationship with their service providers of choice. Modern Coast’s customer loyalty cards show the company’s commitment to change from transaction-based exchanges with customers to establish an ongoing relationship with them. With the programme in place, customers can now earn points whenever they book bus tickets or send parcels with the company. Details of the points earned in a given route are accessible at https://www.modern.co.ke/index.php/loyalty

Modern Coast loyalty cards are specifically coined for two clusters of customers namely students and non-students. As such, there are two types of loyalty cards; student loyalty cards and the loyalty cards that are meant for non-students. The latter is on and running as final arrangements are made to launch the former; student loyalty cards.

Customers can acquire the cards either by filling the online registration form that is available on the company’s website (http://modern.co.ke/index.php/online/page/loyalty) or when booking at the company’s booking offices.
When filling the online registration form, customers need to indicate their names, identification or passport number, telephone and email address. Before completing the registration process, customers are advised to indicate their preferred collection branch to facilitate the transfer of the card. In the case of acquisition at the booking office, a customer is issued with the card upon booking a ticket for which payment is made in cash via Mpesa or smart card. In such a case, the booking agent instantly issues a customer with the card upon completion of the booking process. In either of the cases, customers are advised to provide their original Identity cards or passport for justification of ownership.

The student loyalty cards (yet to be launched) will be more comprehensive as it will enable students to earn points in adverse ways. For instance, Modern Coast understands students’ attachment to the social media. The student’s loyalty program will enable students to earn points whenever they book a ticket with the company, send a parcel, share the company’s Facebook data and when they enter into some competitions. The students’ loyalty card expires with the expiry of the students ID cards. At that point, student graduate to the loyalty cards for non-students.

At Modern Coast, we understand the rapid change in customer expectations and technologies hence the modern miles is designed in a future-flexible manner to offer solutions to every eventuality. The company’s loyalty ecosystem gives room for new components to be plugged in to take care of the changing customer demands. We are determined to give value to all our customers and to appreciate them for their patronage.

 

Authored by Wycklif Onyango

47 comments

  1. I would love if u had a rout from arusha to mbeya

    • Modern Coast Express

      Hi Ahmed, thank you for being our loyal customer, we appreciate and value you. Please note, we are working on new routes, keep checking our website, we will update in case Mbeya route is launched as well. Cheers!

  2. I like everything from modern

  3. Hope to travel with modern coast soon

    • Modern Coast Express

      Hi Beatrice, thank you for being our loyal customer, we appreciate and value you. You are welcome to travel with us. Cheers!

  4. Kampala to Eldoret?

    • Modern Coast Express

      Hi Wilson, thank you for writing to us, please note, our fare charges vary depending with the seat type. From Kampala to Eldoret. VIP Seat Price UGX 78000, First Class Seat Price UGX 73000 and Business Class Seat Price UGX 48000. Kindly note, you can be able to check this from our website, http://www.modern.co.ke when you select the travel points, date, currency and click on search on the main page. Thank you for choosing Modern Coast Express. We value you.

  5. Thank you for opening Kabale office.

    • Modern Coast Express

      Hi James, thank you for writing to us, we appreciate and value you for being our loyal customer. Thank you.

  6. How much does it cost to apply for the loyalty card?

    • Modern Coast Express

      Hi Brian, thank you for writing to us, please note, registration is free of charge. Click on the link to apply. >http://bit.ly/20Wumjy

  7. I usually see your route to other region please make one mwanza to arusha. I will be good costomer

    • Modern Coast Express

      Hi Caleb, thank you for writing to us, please note, we have our buses on Mwanza and Arusha routes as well. We offer services in major towns across East Africa. Discover our locations and route maps when you visit the “Services & Office Locations” menu or by clicking on this link: (www.modern.co.ke/index.php/online/page/network). Thank you.

  8. am happy that you followed my advise and you are now operate the Kakamega route

    • Modern Coast Express

      Hi Osborne, thank you for writing to us, we appreciate and value you for being our loyal customer. Thank you.

  9. how much does it cost from Nairobi to Homa Bay

    • Modern Coast Express

      Hi Stephen, thank you for writing to us, please note, our fare charges vary depending with the seat type, from Nairobi to Homabay. VIP Seat Price KES 1400, First Class Seat Price KES 1200 and Business Class Seat Price KES 1000 Kindly note, you can be able to check this from our website, http://www.modern.co.ke when you select the travel points, date, currency and click on search on the main page. Thank you for choosing Modern Coast Express. We value you.

  10. Modern Coast has been my bus now that I reside at Narok can I use Modern Coast to commute from Narok to Rongo?

    • Modern Coast Express

      Hi Emmanuel, thank you for writing to us, yes we have our buses that pass through Narok, i.e our Bus from Nairobi to Mwanza passes through Narok, Kisii, Rongo, Migori, Isebania all through to Mwanza, you can visit our booking office and be assisted to book and travel to Rongo from Narok. Thank you.

  11. I would wish for you to upgrade the buses plying the Kakamega route. They are realky aged. I enviously see other routes enjoying new buses. ….

    • Modern Coast Express

      Hi Peter, Thank you for writing to us, we appreciate and value you for being our esteemed customer. We sincerely apologize for this, we value your feedback. We are sorry and we understand your frustrations. We are working on improving our services so that all our customers can have the “travel in style” experience. We will surely share this feedback with the manager in charge to check and ensure changes are made where necessary. Thank you for choosing Modern Coast Express. We value you.

  12. Khalid khassan

    Hi, i see those bus is very good, my cen you give one chans for condecter staff help my i know how to working

    • Modern Coast Express

      Hi Khalid. Thanks for your interest to work with us. We always update our website with available vacancies under jobs link when you visit http://www.modern.co.ke. We also put requirements and how to apply. Keep checking our website and don’t hesitate to apply when you see a job that you qualify. Thank you for choosing Modern Coast Express. We value you.

  13. I would appreciate if you guys open an booking office at Luanda on kisumu to busia route…..

    • Modern Coast Express

      Hi Zadock. Thank you for writing to us, please note, we are working on new offices, in case Lunga Lunga is opened as well, we will update in our website and social media pages. Thank you for being our loyal customer, we value you.

  14. Your stuff are helpful and great at all offices. I have now had occasion to travel to Msa, Rwanda, Uganda to and fro severally I loved that. My upcountry travel to Busia over the weekend with my team lest to say was awful with the bus windows leaking and a funny rest stop in Nakuru poor quality or no hot food variety not to mention dirty restroom. Other am still hook on you guys on the other routes.

    • Modern Coast Express

      Hi Philip. Thank you for writing to us, we appreciate and value you for being our esteemed customer. We sincerely apologize for this, we value your feedback. We are sorry and we understand your frustrations. We are working on improving our services so that all our customers can have the “travel in style” experience. We will surely share this feedback with the manager in charge to check and ensure changes are made where necessary. Thank you for choosing Modern Coast Express. We value you.

  15. Kimeza Ramadhan kimeza

    I am very with your service

    • Modern Coast Express

      Hi Kimeza, thank you for writing to us, we appreciate and value you for being our loyal customer. Thank you.

  16. i get excited whenever there is an introduction of a new route especially to the East African countries because i am an enthusiast when it comes to travelling by road to neighbouring countries but consistency is key in this business, if Modern coast can maintain consistency you will have customer loyalty on choke hold,from my observation looking at other companies that buy new fleet only to fail on upkeep and maintenance leads to their downfall ,take Horizon for example.So my advice as a customer is make sure you are consistent everything else you have mastered…oh and your lines too some oof them have never gone through ever.

    • Modern Coast Express

      Hi Piff, Thank you for writing to us, we appreciate and value you for being our loyal customer, thank you too for this awesome feedback, we will surely share with the manager in charge to check and make changes where necessary so that all our customers can travel in style to all our routes. Our official customer care numbers are +254705700888 or +254737940000 or +254709897000. Thank you.

  17. Frederick Ochieng

    Please I apply for a card through online and I was told I’ll get it within three day, up to now I have not received it is there any problem?

    • Modern Coast Express

      Hi Fredrick, thank you for writing to us, please note, once the loyalty card is ready for pick up, sms alert will be sent so that you can proceed for pick up. Please visit the booking office you selected as the pick up station, the agents available will check if the card had arrived. Thank you.

  18. Frederick Ochieng

    I used to travel with modern, expecially this year I have 5times from Mombasa to kisii, the last was on Friday last week. But the problem is with the price, it’s 1600 then 1700and now 1800 for abusiness class, why hiking the price each and every time? Coz since I came to Mombasa I have not travelled with any bus apart from modern and the price was 1600 come rain come sunshine

  19. I like modern servics….. Thanx a lot…

  20. I love everything with Modern coast, I am always traveling with modern coast, big up… cheers and regards

  21. i use your parcel services they are secure thumb up also take it another level higher and start deliveries within major towns

    • Hi James, thank you for this awesome feedback, we appreciate and value you for being our loyal customer. We will update as we venture into more and more towns. Thank you.

  22. Really Love your services but would like to request that we also get a Modern Oxygen going to eldoret and kisumu.

    • Hi Josephine, thank you for writing to us, we appreciate you for being our loyal customer, please note, Oxygen buses are currently in Nairobi-Mombasa route only, we will update in case we introduce them to other routes. Thank you.

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