John Sills is Managing Partner at customer-led growth company, The Foundation. After starting his career on a market stall in Essex, he's spent the last twenty-five years working in and with companies around the world to make things better for customers.
I saw he was in Singapore and thought this was a conversation that needed to be had, his award winning book The HUMAN Experience shows you how to create a more successful organisation by humanizing customer interactions.
He’s been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy.
This episode is pure GOLD for anyone wanting to improve customer service and understanding whats wrong and missing from current processes.
We discuss:
- talking about people and not the companies
- how we work individually and collectively
- the difference between customer options vs what really matters to your customers (hint, it's not in the customer feedback surveys)
- the number one reason to improve your customer experience
- examples of exceptional customer service (think Swiss trains)
- Using AI to support humans to create more time to support clients in natural conversations
John Sills
Newsletter CX stories https://johnjsills.com/cxstories/
LinkedIn https://uk.linkedin.com/in/johnjsills
The Human Experience https://johnjsills.com/
The Foundation https://www.the-foundation.com/our-team/john
Follow Tim:
YouTube https://www.youtube.com/c/TimCastle
Instagram https://www.instagram.com/timjscastle/
The School of Success - Courses to help you thrive
Bestselling Books https://www.amazon.com/stores/author/B07G6LF77C
TSOS Newsletter https://www.timjscastle.com/newsletter
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