17 Jul 2023

In a world driven by technology and automation, it’s easy to overlook the human element in customer service. But exceptional customer experience goes beyond mere transactions; it’s about creating meaningful connections with our customers. By understanding and embracing the essence of being human, we can elevate customer experience to…

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20 Nov 2021
A slate next to an apple. The words on the slate say we are what we repeatedly do. Aristotle.

Crises as catalysts for change The global pandemic threw organisations into chaos, disrupting routines and straining resources. While this period has tested our limits, it also offers a powerful opportunity: crises can act as springboards for positive, lasting change. Rahm Emanuel, then Chief of Staff to President Obama during…

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10 Dec 2020
Bus driving smiling and looking to the right from the cab of the bus

This month we launched a ‘A Valuable Force’, a seven-hour values training course that forms part of our Driving Force CPC programme for bus drivers. This unique and engaging series of five driver CPC courses addresses the key issues shaping the customer and the driver experience. We delivered the…

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18 Jun 2020
Diagram showing areas required for a meaningful life such as sense, attitude, and self-awareness

‘Values help us define the person we want to be.’ – Dr Tasha Eurich Values lie at the heart of how we live and work. When we understand and prioritise our values, we can create lives and careers filled with meaning and direction. But the essential first step is…

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17 Feb 2020
A parent with two children either side on trikes on a zebra crossing

       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…

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07 Feb 2020
Beach with a wave coming in and the number 365 drawn in the sand

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…

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07 Jan 2020
Illustration of a large brain with a small person next to it looking up.

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,…

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01 Nov 2019
Keith Thomas and Carolyn Quainton talking at the UK Bus awards

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…

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15 Jun 2019
Business people meeting at office and use post it notes to share ideas and values. Brainstorming concept. Sticky note on glass wall.

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…

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01 Jun 2019
People standing in the shapes of two hands reaching out to connect

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…

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