In their seminar, Richard Grey, MD of Grey’s of Ely and Alex Hornby, CEO of Transdev Blazefield, revealed their approaches to meeting the needs of their current and potential customers.
Mr Grey emphasised the importance of moving with the times and embracing the changing demands of customers.
“How we communicate is probably one of the fastest things we have to contend with,” says Mr Grey. “Enquiries come by all manners of social channels and operators need to be part of these different mediums to be able to react to and capture these enquiries.”
There are various platforms that operators can use to engage with people and portray a different ‘voice’, he says.
Mr Grey provided examples of his firm’s use of social media to engage with customers in a more personable way.
“Some of Grey’s lighthearted viral videos are often ice-breakers,” he says.
Mr Hornby revealed Transdev’s formula to understanding what their customers want, including passenger research and involving all staff with plans.
Transdev runs a number of recognisable brands, such as its 36 route – the culmination of a £4m investment of 17 buses with wi-fi, USB points at every seat, leather seats and personal table upstairs.
Providing such high-quality makes it a service people are proud to use, says Mr Hornby, and is eye-catching to passers-by – potential customers.
