A Greater Anglia train conductor who started live tweeting his passengers to keep them up to speed while they're onboard could pave the way for others to follow.
Blake Cracknell, who works on Greater Anglia and tweets as @ConductorBlake, says during disruption he can't always be near the PA so the app is a way to keep people posted.
Greater Anglia recently singled Blake out as a 'Service Diamond', which means he is tasked with finding ways to raise customer service standards across the network.
Blake has around 200 followers, most of which are his regular commuters.
Over the past year the train operator has identified 30 members of its staff as role models who will coach their colleagues and generate ideas for improving customer service.