John Sills, leader in customer-led business and innovation, explores the significance of emotional and human experiences in creating successful organizations. He discusses the disconnect between leaders and customer experience, common challenges in becoming customer-led, understanding customer behavior, and offers advice to his younger self.

John Sills, author of the acclaimed book "The Human Experience" and managing partner at The Foundation Growth Consultancy, shares his insights on elevating customer connections in eCommerce. He discusses the myths surrounding customer feedback and loyalty, stressing the importance of genuine engagement. Sills highlights how poor customer experiences can be costly and explains how businesses can improve efficiency through a focus on human elements. He also touches on the balance between digital solutions and personal connections to foster success.

John Sills, Managing Partner at The Foundation, discusses making life better for customers and creating a more 'human' organization. He debunks myths in decision-making, emphasizes the dangers of loyalty assumptions and feedback surveys, and highlights the financial and reputational costs of a bad customer experience. He shares the five enablers and seven behaviors for improving the human experience, emphasizes the importance of personalized email outreach, and explores the need for adult-to-adult relationships and human connection in organizations.