I think that you can use technology. Why not do the things that the tech can easily do if you're thinking like a human? And oh my God, I can't believe. I love this song. It goes from being pissed off that you're waiting on hold to not wanting to miss the end of the song. One of the other things that you advocate is what you call structured flexibility. How do you inculcate that kind of attitude? Let's stay with an 8 million customer company because it's pretty easy if you're a boutique.
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