20 Nov 2021

The power of a crisis The global pandemic has created turmoil for many organisations. Undoubtedly, this is one of the most challenging periods in recent history. But it also presents an opportunity – crises can actually be valuable.  “You never want a serious crisis to go to waste,” said…

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10 Dec 2020

This month we launched a ‘A Valuable Force’. This seven-hour training course is part of our Driving Force CPC programme for bus drivers – a unique and engaging series of five driver CPC courses which tackle the issues that shape the customer and the driver experience. We delivered the…

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18 Jun 2020

‘Values help us define the person we want to be.’ – Dr Tasha Eurich Values play a key role in our professional and personal lives. Our ability to understand – and prioritise – our values can help us lead lives that have meaning. But the critical bit is having…

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17 Feb 2020

       We’re currently developing video content for First Bus’s new driver training course: “Getting Home Safely”. This project has got us thinking more about safety and asking: How can we engage employees to behave safely? How can we use safety to inspire and encourage (rather than reprimand…

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07 Feb 2020

We’ve been inspired by a recent conversation with Roy A. Barnes, Customer Experience guru from Blue Space Consulting. His book Customer Experience 365 shares 365 nuggets of wisdom for delivering better customer service; that’s one for each day of the year.  It’s all about consistency, according to Barnes. You need…

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07 Jan 2020

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 June’s blog post we explained how an organisation’s values (or beliefs) can…

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01 Nov 2019

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…

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15 Jun 2019

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…

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01 Jun 2019

“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…

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01 Mar 2019

Customer-centricity is a buzzword. Companies often boast that they put the customer first; they insist that the customer is at the heart of every decision that they make. It’s a bold claim for an organisation to make and would probably not stand up to the test if interrogated further….

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