May 11, 2023
After starting his career on a market stall in Essex, John Sills
has spent the last twenty-five years working to make the world a
better place for customers.
John is the Managing Partner at the customer-led growth company The
Foundation, and his writing has also been featured in publications
such as The Guardian and Management Today. He joins the show to
discuss his thought-provoking and timely new book The Human
Experience: How to make life better for your customers and create a
more successful organization.
Important Links:
Show Notes:
- John’s time working on an Essex market stall
- Human vs functional customer experience
- What’s blocking the human experience?
- Why do leaders stay away from the frontline?
- Escaping Vogonization
- Does the human experience scale?
- The benefits of starting from first principles
- Why companies should empower their staff
- The link between curiosity, creativity & customer experience
- Why aren’t companies changing & why aren’t more startups disrupting?
- Are frictionless customer experiences desirable?
- The myth of customer loyalty
- Tech upgrades & immersion
- MUCH more!
Books Mentioned:
- The Human Experience: How to make life better for your customers and create a more successful organization; by John Sills
- The Genius of the Beast: A Radical Re-Vision of Capitalism; by Howard Bloom
- The Customer Copernicus: How to be Customer-Led; by Charlie Dawson
- The Hitchhiker’s Guide to the Galaxy; by Douglas Adams