Transforming customer experience for an American icon
Established more than 100 years ago, Greyhound Lines is the largest provider of intercity bus transportation, serving nearly 18 million passengers every year. The business has seen significant change over the years but is struggling to break away from a negative perception: they had moved from Aspirational Travel to Travel of Last Resort, driven by a decline in customer experience. BIO were approached to help Greyhound analyse and contextualise their service challenges in order to build a vision for the future of bus travel in America, and to establish a firm position for their business in that future.
Through BIO-led workshops, we’ve built employee engagement for future change, harnessed knowledge and expertise within the business and created ideas for the Greyhound CX vision.