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Cover Story Detail: Issue Issue 19 15 Mar 2011

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Bus, Performance, Rail, National Express, Other, All of UK

David Bird shows NEG what might have been in E:ON transformation

At national level, no transport group has had a dedicated customer service director since the departure of David Bird from National Express in 2009.

In other consumer industries it is seen as a key strategic and commercial part of the business, with frameworks of central objectives and standards set by group and national level customer service directors – even in industries which have not traditionally been seen as customer-oriented.

When he left National Express, Bird joined energy...

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