At the recent UK Bus Awards it was an absolute pleasure to be on the same table as the legendary Keith Thomas – one of the UK’s top bus drivers. Keith’s story is quite incredible, which is why we chose to feature him in this month’s blog post. Here’s…
Why do we make bad decisions even when we know we shouldn’t? Psychologist Dan Ariely shares a fascinating perspective on behaviour change in this recent TED Talk. Ariely explains that there are lots of things that we know we should be doing but we don’t do, e.g. exercising, eating…
The stories we tell ourselves are dangerous. In this fascinating TED Talk Lori Gottlieb claims: “The way we narrate our lives shapes what they become”. The way we talk to ourselves has the power to really mess us up. But we can use the power of our stories to…
The most resilient people are those who can mess up and bounce back. “Successful” people tend to be those who have the ability to recover and learn from failure. But yet so many of us fear failure. Perhaps it was how we were brought up, or the way we…
“I define vulnerability as uncertainty, risk and emotional exposure.” – Brené Brown As customers, we often find ourselves in vulnerable situations. To meet our fundamental and complex needs such as food, travel, and electricity, we rely on various products and services. When a customer experience is stressful, it can…
Our organisation’s values can be its most important asset. In our previous blog post we discussed how values can ultimately shape the destiny of our organisation. Let’s say we’ve come up with some amazing brand values. We’ve chosen words or phrases that really sum up who we are and…
“In order to solve any problem or achieve any dream, we must first make a change at the level of belief. Because when you change a belief, you change everything.” (Marie Forleo) Values are the fundamental beliefs that guide or motivate us; they determine: What’s important to us The…
We’ve all experienced it. Those conversations where something feels off and one person clearly isn’t engaged or interesting in what you’re saying, so the connection falls flat. Whether it’s a colleague, a customer, or even a friend, it’s hard not to notice when the listening just isn’t there. At…
We’ve just wrapped up a fantastic Train the Trainer certification program with a group of in-house trainers at First Bus. What an incredibly energetic and action-packed four days! You can read more about the course in our case study. And because we’re buzzing with excitement and fresh…
Customer-centricity is more than just a buzzword. Many companies claim to put customers first, insisting that every decision revolves around them. But how many truly live up to that promise? The daily drive to get things done often prioritises sales and product-focused thinking over customer needs, leaving good intentions…
