In America, we've got a lot of great things, but we also are much more of a litigious society than other societies. And so what's happened is these rules have run amok. People have forgotten what's at the base, the base of a teacher student relationship,. If it's going to work, there must be humanity and interaction that those two can engage in. I just wonder your book offers many, many solutions, but does this come back down to a size question? Because one thing I found myself as a reading your book, I'm thinking, but does it scale? Can this type of thing scale to an HSBC or a city or is that impossible?
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. He 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:
Show Notes:
- John’s time working on an Essex market stall
- Human vs functional customer experience
- What’s blocking the human experience?
- Why do leaders stay away from the frontline?
- Escaping Vogonization
- Does the human experience scale?
- The benefits of starting from first principles
- Why companies should empower their staff
- The link between curiosity, creativity & customer experience
- Why aren’t companies changing & why aren’t more startups disrupting?
- Are frictionless customer experiences desirable?
- The myth of customer loyalty
- Tech upgrades & immersion
- MUCH more!
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