The Human Touch
Companies spend huge amounts of time and money stopping their people from being human – yet being human is exactly the thing that makes for a great customer experience
The Myth of Customer Loyalty
As soon as a company stops being useful, customers leave. And that’s why customer loyalty is a myth.
Sorry Seems to be the Easiest Word
We’re in the midst of an epidemic of apology – and the result is that customers are losing respect for big companies.
Welcome to the age of DIY customers (guest post)
Self-service checkouts, airport check-in, customer feedback requests… why is it so hard to be a customer nowadays?
Things can only get…worse?
We live in a world that is perfecting the functional experience at the expense of the emotional experience.
Customer Experience 2018 – WARC interview
I really hope you enjoy this article. If you did, I’d love you to subscribe to my blog at johnjsills.com/subscribe to get new thoughts sent to you on an infrequent basis, and find me on twitter @johnJsills. The […]
Inevitable Innovation
If you want to keep up with your customers, stop delaying the inevitable and instead do something about it.
