Heathrow Express Start-up
North Star’s Founding partner Richard Brown was integral to the successful commencement of the Heathrow Express rail-air link service. As Railtrack’s Heathrow Express Implementation Manager he acted as the main interface between Railtrack and Heathrow Express who were Railtrack’s first new customer since privatisation. >> More
 
Heathrow Express Customer Experience
In his role as Head of Operations at Heathrow Express, founding director of North Star Richard Brown was responsible for the delivery of Customer Service.  The quality of Customer Service was fundamental to the brand of the premium service and was something all employees were passionate about.  Richard, however, quickly recognised that whilst the organisation aspired to deliver excellent customer service it had not articulated what this meant in practice. . >> More