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Author: johnJsills

Posted on April 23, 2026April 20, 2026

The Fabric of Customer Loyalty (or how to earn, not buy, customer decisions)

My Dad used to collect old newspapers.  Well, I guess to him they were just newspapers. But now they’re pretty old. As much as I enjoyed seeing how the stories…

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Posted on March 26, 2026March 24, 2026

Why Wait to be Asked: The Proactivity Problem

You know that thing where you’ve been thinking about something, and suddenly you see it everywhere?  Like if you’re thinking of buying a new car, say a dark grey Volkswagen,…

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Posted on March 12, 2026March 13, 2026

Is the Peak-End Rule Just a Gimmick?

The one where I get given free chocolate

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Posted on February 26, 2026February 24, 2026

Things Will Never / Maybe / Likely Be The Same Again

The one where we go back in time – and predict the future

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Posted on February 12, 2026February 11, 2026

Want to know what you really think about your customers? Just listen to what you say about them.

I’ve been reading Gill Ereaut’s excellent book on language (The Way We Talk Around Here: How your organization’s culture shows up in your language and why it matters), and it…

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Posted on January 29, 2026January 27, 2026

It’s not our fault, but it is our problem

A couple of weeks ago, a leaflet dropped onto the doormat and created a frisson of excitement throughout the house. Our favourite Indian restaurant – close to our old house,…

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Posted on January 15, 2026January 13, 2026

The Sandwich Slumber: Turning New Year’s Resolutions into Real Customer-Led Change

So, how are those new year’s resolutions going? This is usually about the time when those good intentions made whilst hanging out at home start to meet the crushing reality…

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Posted on December 18, 2025December 15, 2025

25 Things I Learned in 2025

Because no-one’s ever thought of doing a list like this before

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