<description>&lt;p&gt;Tiffany Gunter, GM + CEO of Suburban Mobility Authority for Regional Transportation, joins Paul Comfort to explain how SMART saw a 40% ridership increase on key high-volume corridors including Gratiot and Woodward. She shares the operational changes behind the gains—from stronger on-time performance and improved frequencies to cleaner shelters, onboard Wi-Fi, and a renewed focus on customer experience.&lt;/p&gt;&lt;p&gt;&lt;/p&gt;&lt;p&gt;Tiffany also shares her journey from transportation planner to CEO, and why hands-on leadership matters—including 3:30 AM terminal visits, riding with frontline teams, and tackling operational issues firsthand. She explains how SMART improved on-time performance from 65% to 76% in just weeks by focusing the organization on clear goals, communication, and a little friendly competition.&lt;/p&gt;&lt;p&gt;The conversation also explores Detroit’s resurgence, microtransit expansion, youth fare initiatives, and why telling a positive story about transit has never been more important.&lt;/p&gt;&lt;p&gt;&lt;/p&gt;&lt;p&gt;In This Episode:&lt;/p&gt;&lt;p&gt;&lt;/p&gt;&lt;p&gt;Tiffany’s career path from planner to CEO&lt;/p&gt;&lt;p&gt;Why “presence matters” in transit leadership&lt;/p&gt;&lt;p&gt;How SMART rapidly improved on-time performance&lt;/p&gt;&lt;p&gt;Gamifying performance with the “OTP Challenge”&lt;/p&gt;&lt;p&gt;Growing ridership through better service and amenities&lt;/p&gt;&lt;p&gt;Detroit’s comeback and transit’s role in regional growth&lt;/p&gt;&lt;p&gt;Free rides for students and future workforce development&lt;/p&gt;&lt;p&gt;Why storytelling matters for public transportation today&lt;/p&gt;&lt;p&gt;&lt;/p&gt;&lt;p&gt;&lt;/p&gt;&lt;p&gt;00:00 Meet Tiffany Gunter&lt;/p&gt;&lt;p&gt;01:30 Think Transit Reunion&lt;/p&gt;&lt;p&gt;03:00 Finding the X Factor&lt;/p&gt;&lt;p&gt;03:42 Transit Career Origin&lt;/p&gt;&lt;p&gt;05:37 Hands On Leadership&lt;/p&gt;&lt;p&gt;10:14 Detroit Transit Landscape&lt;/p&gt;&lt;p&gt;13:52 Culture of Care&lt;/p&gt;&lt;p&gt;17:53 Down With OTP&lt;/p&gt;&lt;p&gt;18:45 Daily Performance Huddles&lt;/p&gt;&lt;p&gt;20:01 Leaderboards And Buy In&lt;/p&gt;&lt;p&gt;21:51 Detroit Comeback Story&lt;/p&gt;&lt;p&gt;25:07 Big Events Transit Surge&lt;/p&gt;&lt;p&gt;25:55 Cutting the highlighted section below bc this has already happened&lt;/p&gt;&lt;p&gt;27:30 Future Plans And Free Rides&lt;/p&gt;&lt;p&gt;31:40 Leadership Lessons And Wrap&lt;/p&gt;&lt;p&gt;32:29 Not sure if this should be included&lt;/p&gt;&lt;p&gt;&lt;/p&gt;&lt;p&gt;Credits&lt;/p&gt;&lt;p&gt;Host and Producer: Paul Comfort&lt;/p&gt;&lt;p&gt;Executive Producer: Julie Gates&lt;/p&gt;&lt;p&gt;Producer: Chris O’Keeffe&lt;/p&gt;&lt;p&gt;Editor: Patrick Emile&lt;/p&gt;&lt;p&gt;Associate Producer: Cyndi Raskin&lt;/p&gt;&lt;p&gt;Brand Design: Tina Olagundoye&lt;/p&gt;&lt;p&gt;&lt;/p&gt;&lt;p&gt;Transit Unplugged is brought to you by Modaxo, passionate about moving the world’s people.&lt;/p&gt;&lt;p&gt;&lt;/p&gt;&lt;p&gt;Disclaimer: The views and opinions expressed in this program are those of the guests, and do not necessarily reflect the views or positions of Modaxo Inc., its affiliates or subsidiaries, or any entities they represent (“Modaxo”). This production belongs to Modaxo, and may contain information that may be subject to trademark, copyright, or other intellectual property rights and restrictions. This production provides general information, and should not be relied on as legal advice or opinion. Modaxo specifically disclaims all warranties, express or implied, and will not be liable for any losses, claims, or damages arising from the use of this presentation, from any material contained in it, or from any action or decision taken in response to it.&lt;/p&gt;</description>

Transit Unplugged

Paul Comfort, SVP Modaxo

How Tiffany Gunter Drove a 40% Ridership Increase on SMART’s Busiest Routes

APR 22, 202635 MIN
Transit Unplugged

How Tiffany Gunter Drove a 40% Ridership Increase on SMART’s Busiest Routes

APR 22, 202635 MIN

Description

Tiffany Gunter, GM + CEO of Suburban Mobility Authority for Regional Transportation, joins Paul Comfort to explain how SMART saw a 40% ridership increase on key high-volume corridors including Gratiot and Woodward. She shares the operational changes behind the gains—from stronger on-time performance and improved frequencies to cleaner shelters, onboard Wi-Fi, and a renewed focus on customer experience.Tiffany also shares her journey from transportation planner to CEO, and why hands-on leadership matters—including 3:30 AM terminal visits, riding with frontline teams, and tackling operational issues firsthand. She explains how SMART improved on-time performance from 65% to 76% in just weeks by focusing the organization on clear goals, communication, and a little friendly competition.The conversation also explores Detroit’s resurgence, microtransit expansion, youth fare initiatives, and why telling a positive story about transit has never been more important.In This Episode:Tiffany’s career path from planner to CEOWhy “presence matters” in transit leadershipHow SMART rapidly improved on-time performanceGamifying performance with the “OTP Challenge”Growing ridership through better service and amenitiesDetroit’s comeback and transit’s role in regional growthFree rides for students and future workforce developmentWhy storytelling matters for public transportation today00:00 Meet Tiffany Gunter01:30 Think Transit Reunion03:00 Finding the X Factor03:42 Transit Career Origin05:37 Hands On Leadership10:14 Detroit Transit Landscape13:52 Culture of Care17:53 Down With OTP18:45 Daily Performance Huddles20:01 Leaderboards And Buy In21:51 Detroit Comeback Story25:07 Big Events Transit Surge25:55 Cutting the highlighted section below bc this has already happened27:30 Future Plans And Free Rides31:40 Leadership Lessons And Wrap32:29 Not sure if this should be includedCreditsHost and Producer: Paul ComfortExecutive Producer: Julie GatesProducer: Chris O’KeeffeEditor: Patrick EmileAssociate Producer: Cyndi RaskinBrand Design: Tina OlagundoyeTransit Unplugged is brought to you by Modaxo, passionate about moving the world’s people.Disclaimer: The views and opinions expressed in this program are those of the guests, and do not necessarily reflect the views or positions of Modaxo Inc., its affiliates or subsidiaries, or any entities they represent (“Modaxo”). This production belongs to Modaxo, and may contain information that may be subject to trademark, copyright, or other intellectual property rights and restrictions. This production provides general information, and should not be relied on as legal advice or opinion. Modaxo specifically disclaims all warranties, express or implied, and will not be liable for any losses, claims, or damages arising from the use of this presentation, from any material contained in it, or from any action or decision taken in response to it.