Alan Shaw: “We’re focused on service...and a best-in-class, consumer-oriented customer experience”

On January 10, Norfolk Southern President and CEO Alan Shaw participated in a fireside chat with Adriene Bailey, a Partner in Oliver Wyman’s Transportation practice, at the Midwest Association of Rail Shippers’ Winter Meeting in Chicago. 

Throughout the conversation, Shaw focused on the importance of service, productivity, and growth, underscoring how Norfolk Southern has used all three pillars to provide a high-degree of reliability and a best-in-class, consumer-oriented customer experience with rail.

Norfolk Southern is also investing in markets that are poised for growth. Shaw told Bailey that when he meets with customers it’s always a topic of conversation. He asks: “What do you need from us to support your growth, and importantly, participate in your growth?”

He says their answers help Norfolk Southern make strategic investments that yield smart, sustainable growth. Shaw furthered this point by saying: “We don’t dictate markets. We respond to markets, we evolve in markets, and we anticipate where markets are headed. We’re creating the foundation and building blocks, so that we can be agile, ready to respond, and evolve with the markets.”