National Express boss spends time at the coalface

The top man at National Express, Andrew Cleaves, is due to start a tour of the country on board his own coaches this week.

Andrew will be travelling non-stop to get a real taste of life as a customer with his mission to blog and tweet his way around the UK's only national travel network - unearthing great customer stories and making his own travelling tales.

Andrew said, "I do spend a lot of time visiting National Express locations around the UK, but it's for a few hours here and there. I want to dedicate some quality time travelling around on coaches to not only meet customers and staff, but to travel as a customer does."

Andrew will be travelling on a whole host of National Express services including to an airport, cross country, through the night and to cities.

"I want to experience what's great and what's not so great about the service we offer. I am committed to addressing any issues I experience first hand but will also celebrate the examples of great customer service that I know I'll see" Andrew added.

Competitions and prizes will be on offer while Andrew is travelling in a 'Where am I' competition that will run on Facebook & Twitter @nationalexpress, while the hashtag #MDonthemove is also in use.

Although not a revolutionary approach, I'm surprised more members of top level management within the transport industry (and others for that matter) don't choose to adopt it. 

The sector doesn't have the greatest of reputations where customer service is concerned, so seeing the top brass out and on the buses about can't do any harm whatsoever.