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The Human Experience

Author John Sills
Narrator Simon Shepherd
Publisher Bloomsbury Publishing
Run Time 6 hours
Format Audio
Genre Business innovation, Business strategy, Customer services.

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What to expect

The essential guide to creating a successful organization by making things easier, better and more straightforward for your customers.

Leadership Book of the Year 2023, as awarded by the Institute of Leadership

Across all sectors, organizations’ fixation with functionality has meant that the 'human' elements of the customer’s experience have become neglected. Strict processes and automated procedures have created organizations full of people who aren't allowed to act in a 'human' way. As a result, and despite these new technologies, customers are no more satisfied than they were a decade ago (according to the Institute of Customer Service) and, according to Edelman, they now trust big organizations even less than they did in the past.

In The Human Experience, John Sills draws upon extensive research and illustrative case studies to explain that the emotional experience is just as important as the functional one, and, if done right, will create a more efficient business. He also demonstrates that the customer experience is not just the responsibility of front-line employees, but shared across the company.

Whether you’re a well-established incumbent or an early-stage start-up, on either end of your product or service is a human. Packed full of practical advice and engaging case studies, The Human Experience is the ultimate guide to creating a culture and an experience with humanity at its heart, helping to develop a customer base that will stay with an organization, and a company that will grow in an increasingly efficient way.

Critics Review

Even though Britain proudly claims to be a service economy, most transactions with business and government seem designed entirely around the convenience of the service provider, not the value to the consumer. We really do need a Copernican revolution in both government and commerce to overcome this wasteful misalignment of effort, and this revelatory book will tell you exactly where to start.

Vice Chairman at Ogilvy UK, TED Global speaker and Author of Alchemy

Well written, witty, keenly observed and with passion. One for humans, aren’t we all?

CEO at Eagle Eye, former Deputy CEO and CMO at Tesco

John Sills’ entertaining and convincing book contains a vital message; the best way to build and sustain a great consumer company is not to deny but to celebrate mutual trust and common humanity. Never mind making business more successful, this book could make the world a better place.

CEO, NHS Confederation and former CEO of the RSA

In a world of shocks, uncertainty and measurement skewed towards the functional, this is a powerful case for thinking just as hard about how organisations make customers and colleagues feel. Here is the perfect guide to ‘doing the right thing’ and making businesses more trusted and sustainable.

Managing Director, Customers, Communication & Technology, Transport for London

Calling all business leaders – please read this book and restore humanity to your company’s customer experience!

Chief Executive Officer at giffgaff and Marketing Academy Fellow

John Sills is a master story teller, his arguments powerful from a career spent relentlessly in the pursuit of making things better for customers. An extremely funny, heart-warming, and practical guide to how we go about restoring humanity to the customer experience. Regardless of industry sector, this is one of the most relevant reads of our times, for any leader looking to do better by and for the people they serve.

CEO of Young Enterprise

There is no business “growth hack” greater than loving and caring for your customers. John shows you how and reminds you why.

Founder of UPFRONT

Focusing on “what matters” to the individual and wrapping themselves around them in tackling their questions and problems has and always will be what First Direct is all about. John’s book brings this philosophy to life fantastically. It’s simple really – solve for what matters and good business outcomes happen.

Chief Executive Officer at first direct

John brings a very human touch to understanding brilliant customer experience, with fantastically vivid examples.

Managing Director, Marketing and Digital at Direct Line, Board Member of The Marketing Society and Chair of School of Marketing

This is a great book. It should be read by anyone who cares about creating and receiving fantastic customer experiences (which is pretty much everyone).

CEO at CogCo, Managing Director and Co-Founder of the UK Government's Behavioural Insights Team

John Sills builds the case for restoring humanity to customer experience with pertinent and accessible examples. The Human Experience is insightful, persuasive and motivating. A must read for business leaders.

Martin Hilti Professor of Marketing and Change Management, IMD Business School

The most relatable, relevant and riveting book on customer experience I have come across. A must read!

CEO at School of Marketing

John has created an extraordinary collection of insights that would inspire any leader in business to look again at their customer experience with fresh eyes and see the power of the human role. It is an entertaining read with a mixture of his personal anecdotes as a consumer, against his wise insights as a world class expert. John dispels many established myths and sets out a refreshing landscape of ideas to bring the humanity back to the centre. I thoroughly recommend the book, whether for a student, or a seasoned leader.

Author, Ends

Very impressive, and really useful for those who genuinely want to ensure their customers are well served!

Former Chief Innovation Officer, Electrolux

Challenges the negative power inherent in current marketing group think.

Chairman, MediServices Healthcare

A critical customer experience masterpiece – challenging, important, funny and practical. If you have customers, read this book.

Author of The Customer Copernicus

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