Hello, I’m John.

This is where I write things. Mostly on making things better for customers, sometimes on funny things I see whilst people-watching, and occasionally on how to be an adult.

I’ve been featured in The Guardian, Management Today and WARC, and have had some words featured in some books alongside several short stories shortlisted for awards.

When I’m not writing you can find me as a Partner at The Foundation. You can see what I’ve been up to for the last 25 years on LinkedIn, join my slightly underwhelming following on Twitter, or get a daily dose of facepalm-worthy customer experiences on Instagram.

My new book, The Human Experience, was published by Bloomsbury in February 2023 and is available to buy now.

CX Stories Newsletter

A newsletter bout how to be a more human organisation and make life better for customers

Success! You're on the list.

Read the CX Stories archive

Commuterville Newsletter

Short Stories from the Suburbs

Read the Commuterville archive