Greyhound – case study video

Re-establishing an American icon 

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Sep 18, 2018
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Established over 100 years ago, Greyhound Lines is the largest provider of intercity bus transportation, serving nearly 18 million passengers per year. The business has seen a significant change over the years, and was struggling to break away from negative customer perceptions. The decline in customer satisfaction and poor customer experience caused Greyhound's brand perception to drop from ‘Aspirational Travel’ to ‘Travel of Last Resort’. 

We were approached to support Greyhound in the analysis and contextualisation of their service challenges. Together, we built a vision for the future bus travel in America, aiming to establish Greyhound as an innovation leader in the bus travel sector and improve Greyhound's market positioning.


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The BIO Agency

BIO is an award-winning digital agency consulting and delivering on customer experience-led innovation and transformation. We are one of the only agencies in the UK that can provide an in-house, end-to end service, spanning everything from business vision and strategy to service design, creative innovation and technical development and build. Defining ourselves as Digital Change Agents®, we create customer experiences that are simple, seamless and intuitive, changing the way customers engage and buy from today’s organisations. We work to redefine sectors, helping clients move ahead of their competitors and creating companies fit for the future.

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