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? They’ve usually experienced failure many times, but have learned how to recover, reflect, and do things differently next time. And 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…
An organisation’s values can be one of its most important assets. In our previous blog, we explored how they don’t just shape the here and now, they also impact the destiny of an organisation. Let’s say you’ve come up with some amazing brand values. You’ve chosen words or phrases…
What drives how we show up every day? What guides our choices, our behaviours, and how we relate to others, at work and beyond? It all starts with our values and beliefs. “In order to solve any problem or achieve any dream, we must first make a change at…
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…
