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Bus use had dropped over 20% outside of London in recent years, and since the pandemic, numbers have plummeted, as low as 9% of previous levels in places during the various lockdowns. Many of the passengers won’t come back under the current market arrangements and there is a fundamental shift taking place in the sector, that some feel is long overdue. What’s clear is that the deregulated, privatised commercial model that has operated since 1988 has had its day.
“Culture eats strategy for breakfast” is a famous quote from management consultant and writer Peter Drucker. Just to clarify, he didn’t mean that strategy was unimportant – but that having a clearly identifiable and inclusive culture was a better route to organisational success. This idea has long influenced my own thinking about what made some businesses more successful than others, particularly when it came to delivering a consistently memorable and sustainable customer experience (CX).
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