The Human Experience: How To Make Life Better For Your Customers And Create A More Successful Organization by John Sills
About the Book:
The essential guide to creating a successful organization by making things easier, better, and more straightforward for your customers.
Across all sectors, organizations' fixation with functionality has meant that the 'human' elements of the customer's experience have become neglected.
Strict processes and automated procedures have created organizations full of people who aren't allowed to act in a 'human' way.
As a result, and despite these new technologies, customers are no more satisfied than they were a decade ago (according to the Institute of Customer Service) and, according to Edelman, they now trust big organizations even less than they did in the past.
In The Human Experience, John Sills draws upon extensive research and illustrative case studies to explain that the emotional experience is just as important as the functional one, and, if done right, will create a more efficient business.
He also demonstrates that the customer experience is not just the responsibility of front-line employees, but shared across the company, from the CEO operating as the spokesperson of the business to the programmers developing a seamless and welcoming user interface.
Whether you're a well-established incumbent or an early-stage start-up, on either end of your product or service is a human.
Packed full of practical advice and engaging case studies, The Human Experience is the ultimate guide to creating a culture and an experience with humanity at its heart, helping to develop a customer base that will stay with an organization, and a company that will grow in an increasingly efficient way.
About the Author:
After starting his career at a market stall in Essex, John Sills has spent the last twenty-five years working in and with companies around the world to make things better for customers.
He's advised organizations such as Sky, The Body Shop, Ovo Energy, Invesco, Morrisons, eBay, and UNICEF.
Now Managing Partner at customer-led growth company The Foundation, John also spent twelve years at HSBC, starting on the frontline and finishing as Head of Customer Innovation.
John works closely with Young Enterprise, a charity that helps young adults become the next generation of entrepreneurs, and is a mentor for The School of Marketing.
His writing has been featured in The Guardian, Management Today, and WARC, as well as having work exhibited at the Imperial War Museum, The Foundling Museum, and as part of the Bloomsbury Festival.
And, interesting fact – he was an award-winning model!
Click here for this episode's website page with the links mentioned during the interview...
https://www.salesartillery.com/marketing-book-podcast/human-experience-john-sills
375 What Customers Hate by Nicholas Webb
374 How Creativity Rules The World by Maria Brito
373 A Practitioner's Guide to Account Based Marketing by Dave Munn
372 How Not to Suck At Marketing by Jeff Perkins
371 Converted by Neil Hoyne
370 The Next CMO by Peter Mahoney
369 Find Your Yellow Tux by Jesse Cole
368 Culture Built My Brand by Mark Miller
367 Can't Sell Won't Sell by Steve Harrison
366 Leading the Customer Experience by Brad Cleveland
365 CMO to CRO by Rolly Keenan
364 unReceptive by Tom Stanfill
363 33 Ways Not To Screw Up Your Business Emails by Anne Janzer
362 Product Led SEO by Eli Schwartz
361 The Widest Net by Pamela Slim
360 The Experience Maker by Dan Gingiss
359 Renegade Marketing by Drew Neisser
358 Lies, Damned Lies, and Marketing by Atul Minocha
357 The Sea We Swim In by Frank Rose
356 Positioning For Advantage by Kim Whitler
Create your
podcast in
minutes
It is Free
The emPOWERed Half Hour
Right About Now with Ryan Alford
The Marketing Secrets Show
The Agile Brand™ with Greg Kihlstrom
B2B Agility™ with Greg Kihlström
eCommerce Fastlane: Shopify Experts Share Strategies for Acquisition, Conversion, Retention | Grow Your Shopify Store with DTC Marketing Tips