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…
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…
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…
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…
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…
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…
Are you failing to connect in the workplace? Have you ever felt misunderstood? If so, you’re not alone. “Being misunderstood doesn’t mean you’re the issue… sometimes it’s the people that misunderstand you with all the issues” (unknown). All too often, workplace communication lets us down. Ineffective human-to-human connection leads to employees…
Okay, so the title might be a tad dramatic. Surely Maslow’s Hierarchy of Needs prioritises food, water, and shelter? Yes, and quite rightly so! However, when it comes to our psychological needs, our desire for understanding and to be understood is key, and we’re certainly not going to argue…
