The Genius of Peace

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Chris O'Shaughnessy: I try to push every decision in my companies down to the people who are actually doing the thing. He says there's a lot of middle management and senior management that wouldn't want to do what you described because they would feel it was their job, he says. "I've got a few examples of the organization to do this really well," said O'shaughnessy.

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