In this episode of The Remarkable Project Jay speaks with Author and Customer Experience Expert, John Sills about how overall customer satisfaction has improved even though the functional experience hasn’t, what it looks like to build a culture that truly build a that satisfaction and how to get super clear on what really matters to your customers through acknowledging that your organisation is a small part of their overall life.
John Sills is Managing Partner at the customer-led growth company, The Foundation, and author of The Human Experience.
25 years ago, he started his career on a market stall in Essex, and since then has worked in and with companies around the world to make things better for customers. He’s been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy. He's been a bank manager during the financial crisis (not fun), launched a mobile app to millions of people (very fun), and regularly visits strangers’ houses to ask very personal questions (incredible fun).
He now works with companies across industries and around the world, and before joining The Foundation spent twelve years at HSBC, latterly as Head of Customer Innovation. His first book on the topic - The Human Experience - was published by Bloomsbury in February 2023, and his writing has been featured in The Guardian, The FT, and Management Today.
Remarkable Takeaways
Functionally the customer experience has improved but the customer satisfaction hasn’t.
How can an organisation build a culture that encourages and promotes a more human experience?
How to get super clear on what really matters to your customers through acknowledging that your organisation is a small part of their overall life.
Connect with John
Find out more about John and his new book at https://johnjsills.com/
Find him on LinkedIn: johnjsills
Find him on Instagram: cx_stories
Find him on Substack: CX Stories
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