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…
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…
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…
‘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…
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…
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…
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…
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…
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…
“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…