Dramatic technological advances over the last few years have shifted the way many consumers – particularly Millennials – think about customer service and experience. And it affects everything from what they buy and how they buy it, to how they stay informed and entertained. Today’s bus and coach travellers are certainly no exception. In this ‘connected’ age, expectations of customer service and experience have never been higher. Operators looking to differentiate their business, foster customer loyalty and build profitable engagement, need to invest time and resources into a more customer-centric approach.
‘Customer is King – how to gear up for improving support to customers’ is the theme for this year’s free Master Class Theatre programme, which will focus on specific elements of the customer experience in seven sessions across two days (30 September and 1 October). Getting through the recession for the coach, bus and minibus sectors have seen some inspirational and innovative ideas put into place, and this year’s show visitors can enjoy a unique opportunity to hear more about them from some of the industry’s prime players.
Day one – Wednesday 30 September
The coach travel experience – hosted by Stuart Render, editor of Coach Monthly
Speakers: Philip Hitchen, managing director of Belle Vue Coaches; Nigel Westbrook, managing director of Nigel & Kim’s Tours; and John Johnson, managing director of Johnsons Coach & Bus Travel.
The bus technology experience
Speakers: Martijn Gilbert, chief executive officer of Reading Buses; and Mark Yexley, transport consultant at Yexley Associates.
Day two – Thursday 1 October
The power of partnership – Delivering best outcomes for customers – Speaker: Bob Montgomery, Managing Director of Stagecoach UK Bus.
Bus and Beyond – Speaker: Fiona Kerr, Managing Director of First Glasgow
Efficient and Effective – Total Transport
Speakers: David Boden, interim group manager – transportation services, East Riding of Yorkshire Council; Peter Hardy, director at JMP Consultants; and Steve Doel, senior transport officer at West Berkshire Council.
For further details, including timings and summaries, please visit www.coachandbuslive.com/master-class.
This year’s Workshop Live sessions, hosted by the CPT’s deputy chief executive Peter Gomersall, will feature leading industry specialists outlining the latest advice and information (including how the Operator Compliance Risk Score system works) to assist operators with their daily compliance regimes.
The speakers (presenting on both days of the show) are from specialist transport lawyers Backhouse Jones; experienced tachograph analysis software developers TruTac; and the industry’s leading vehicle audit firm, Lloyd Morgan Group.
For further details, including timings and summaries, please visit www.coachandbuslive.com/workshop-live.
Register free to visit Coach & Bus Live 2015
“No one in the industry should miss this event. It’s a fantastic opportunity to meet like-minded people and to see the latest products and companies,” says Nicola Hughes from Gwyn Jones & Son.
“It’s a one stop shop for me travelling from Ireland, with new vehicle launches and innovative products available… it’s like Christmas morning! You won’t want to miss it,” says Kieran Flynn from Flynn’s Coaches Ireland.
Coach & Bus Live 2015 – the essential domestic showcase for the UK’s coach, bus, mini/midi vehicle and passenger transport technology sectors, takes place later this month at the NEC Birmingham on 30 September and 1 October. The event boasts 215 sector leading exhibitors showcasing everything from the latest vehicles, accessories and workshop equipment, to IT solutions and essential business services.
Show features include the Skills Test area (supported by Mercedes-Benz), miniPLUS Zone (supported by Rescroft), the Technology Zone, and the Tourism with the Coach Drivers’ Club area (incorporating the Coach Drivers’ Club lounge).
For more information and to register for a free trade pass, please visit www.coachandbuslive.com/register-to-attend.