At present, even those operators known for customer service innovation in the public transport industry recognise that they are some way behind the approach taken by leading consumer brands. Elaine Rosscraig, head of customer insight at Stagecoach’s UK bus division, regularly monitors companies such as Amazon, First Direct and Orange to understand the philosophies Stagecoach may need to adopt in the future. Lessons included Amazon’s policy of selling competitors’ products even...
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