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

David Bird (left) has made the case to colleagues for customer service to be seen as a high priority throughout EON

David Bird (left) has made the case to colleagues for customer service to be seen as a high priority throughout EON

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...