We’re currently developing video content for First Bus’s new CPC driver training course, “Getting Home Safely”. This project has made us reflect more deeply on workplace safety and ask some important questions: How can we engage employees to behave safely? How can we use safety to…
We recently spoke with Roy A. Barnes, Customer Experience expert at Blue Space Consulting, and came away inspired. In his book Customer Experience 365, Barnes shares 365 insights for delivering better service, one for every day of the year so we can all have great interactions. His message is…
When it comes to creating compelling video training content, we believe in the power of film. Acted scenarios are especially effective at bringing typical workplace interactions to life, whether that’s customer to employee, employee to employee, or manager to employee. When you get it right, you can help develop…
Life coach and author Marie Forleo champions the magic of belief in her book Everything is Figureoutable: “Beliefs are the hidden scripts that run our lives. They determine where we go and how we get there.” In our June blog, we explored how an organisation’s values, or belief systems,…
Alright, I admit it – this post is partly just an excuse to talk about my new puppy, Paddy, and share a cute picture! 🐾 But three weeks into dog ownership (a whole new world for me), I’ve noticed something that’s impossible to ignore: when it comes to connecting…
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…
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. He points out a familiar pattern: we know we should exercise more, eat better, save for retirement, and yes – wash our…
The stories we tell ourselves can be powerful and dangerous. In her compelling TED Talk, therapist Lori Gottlieb says “The way we narrate our lives shapes what they become.” How we talk to ourselves has the power to either build us up or break us down. But here’s the…
The most resilient people aren’t the ones who never make mistakes. They’re the ones who mess up, bounce back, and grow. So-called “successful” people? In reality, they’ve usually experienced failure many times but have learned how to recover, and do things differently next time. Yet, so many of us…
“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…
