Category: Most Recent

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.

The Lost Art of Aftersales

Want your customers to recommend you? Maybe stop ruining their experience with your incessant feedback requests…

The Human Compass

How do you find real human insight? Explore what people say, do, search for, and shout about…