Elevate Playbook - loop

What is Customer Experience?

What we say and do, regardless of our intentions, can impact people in so many ways, especially when we are not aware of the social implications. If you say something or do something that negatively impacts on someone, it’s important to consider and reflect why that person might feel that way. That’s how empathy works. We should mind the gap between our intent and the impact. Intent vs Impact

Transport Staff Most Memorable Moments

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