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.
John 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
- John’s Website - https://johnjsills.com
- John’s Twitter - https://twitter.com/johnjsills
- John’s Substack - https://cxstories.substack.com
00:00 Start
01:14 Main Podcast
02:10 John’s time working on an Essex market stall
03:50 Human vs functional customer experience
08:02 What’s blocking the human experience?
11:00 Why do leaders stay away from the frontline?
23:25 Escaping Vogonization
31:46 Does the human experience scale?
35:27 The benefits of starting from first principles
42:40 Why companies should empower their staff
54:00 The link between curiosity, creativity & customer experience
01:05:27 Why aren’t companies changing & why aren’t more startups disrupting?
01:12:30 Are frictionless customer experiences desirable?
01:15:32 The myth of customer loyalty
01:19:31 Tech upgrades & immersion
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
