John Sills is the Author of the ‘leadership book of the year 2023, “The Human Experience: How to make life better for your customers and create a more successful organization”, AND managing partner at The Foundation Growth Consultancy where they help organisations achieve customer led success. 

 

Hit PLAY to hear: 

• The importance of human experience in eCommerce and what led John to write his book 
• The myths of customer feedback, customer loyalty, and return on investment 
• The cost of poor customer experience 
• How better customer experience can lower your business costs 
• Behaviors and enablers and why you should care about them 

 

Key timestamps to dive straight in: 

[05:28] eCommerce, retail, hospitality satisfy more than banking. 

[07:39] COVID inspired a book about being human. 

[11:11] Feedback surveys focus on superficial customer opinions. 

[15:03] Customer loyalty to organizations is often fickle. 

[19:04] NHS ensures transparency and engagement with donors. 

[22:35] Digital experiences harder to resolve customer issues. 

[25:44] Listen to John’s Top Tips! 

Full episode notes here: https://ecmp.info/511

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This podcast uses the following third-party services for analysis:

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