The Human Experience: How To Make Life Better for Your Customers and Create a More Successful Organization
Publisher,Customer Service
Publication Date,
Format, Paperback
Weight,
No. of Pages, 224
Shelf: Non-Fiction Books / Business Finance & Accounting / Customer Service
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The essential guide to creating a successful organization by making things easier, better and more straightforward for your customers.
Across all sectors, organizations' fixation with functionality have 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, from the CEO operating as the spokesperson of the business to the programmers developing a seamless and welcoming user interface.
About the Author
John Sills is Managing Partner at customer-led growth company, The Foundation. After starting his career on a market stall in Essex, he's spent the last twenty-five years working in and with companies around the world to make things better for customers. He's advised organisations such as Sky, The Body Shop, BUPA, Ovo Energy, Invesco, Morrisons, eBay, and UNICEF. He also spent twelve years at HSBC, starting on the frontline and finishing as Head of Customer Innovation.
- Dimensions : 6 x 0.7 x 9.1 inches
