Shaw: Norfolk Southern ‘to Restore Service to the Quality our Customers Expect and Deserve’

Norfolk Southern will deliver long-term value to shareholders by becoming more customer-centric and operations-driven, President and CEO Alan H. Shaw said at the company’s annual meeting last week.

The top priority of every Norfolk Southern team member “is to restore service to the quality our customers expect and deserve,” Shaw said.

“We have a great team and we’re taking the right steps: accelerating our new TOP|SPG operating plan and hiring the conductors we need to execute the plan reliably,” Shaw added. “Being customer-centric … means making it easier for our customers to do business with Norfolk Southern and delivering innovative solutions to help them compete and grow.

“Complementing our commitment to customer centricity is our focus on being operations-driven, which means that our success depends entirely on our ability to run a safe, reliable, and resilient railroad. Every department at Norfolk Southern is aligned…as we serve our customers,” Shaw added.

“Delivering safe, reliable and resilient service with competitive pricing, helping our customers achieve their sustainability goals, and making it easier for our customers to ship by rail will enable Norfolk Southern and our partners to capitalize on market conditions that remain favorable for truck to rail conversion,” said Shaw.

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