Category: Customer Experience

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.