Episode 079: John Sills How To Make Things Better For Your Customers | The HUMAN Experience | The Tim Castle Show

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

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