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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