约翰·西尔斯，从埃塞克斯市场摊位起步，致力于改善客户世界。作为《The Foundation》的客户导向增长公司管理合伙人，他的新书《人类体验》探讨了如何为客户创造更好生活并建立更成功的组织。他在节目中分享了自己的见解和经验。

🌟 约翰在埃塞克斯市场摊位的经历，让他深刻理解了人与人之间的互动价值，这段经历对他后来在客户体验上的工作产生了深远影响。

💡 约翰讨论了人性化与功能性客户体验的区别，指出许多公司在追求效率的同时，忽略了客户的真实感受，这是提升客户体验的一大障碍。

🚫 他分析了领导者为何远离前线，认为这是导致客户体验不佳的原因之一，并提出了如何让领导者重返前线，真正了解客户需求的方法。

🔍 约翰探讨了好奇心、创造力与客户体验之间的联系，认为公司应该鼓励员工的好奇心，以激发创新，提升客户体验。

🛠️ 他还讨论了为什么许多公司不愿改变，以及为什么更多的初创企业没有实现颠覆性创新，提出了从第一性原理出发的重要性。

After starting his career on a market stall in Essex, John Sills has spent the last twenty-five years working to make the world a better place for customers. John is the Managing Partner at the customer-led growth company The Foundation, and his writing has also been featured in publications such as The Guardian and Management Today. He joins the show to discuss his thought-provoking and timely new book The Human Experience: How to make life better for your customers and create a more successful organization. Important Links:

John’s Website John’s Twitter John’s Substack

Show Notes:

John’s time working on an Essex market stall Human vs functional customer experience What’s blocking the human experience? Why do leaders stay away from the frontline? Escaping Vogonization Does the human experience scale? The benefits of starting from first principles Why companies should empower their staff The link between curiosity, creativity & customer experience Why aren’t companies changing & why aren’t more startups disrupting? Are frictionless customer experiences desirable? The myth of customer loyalty Tech upgrades & immersion MUCH more!

Books Mentioned:

The Human Experience: How to make life better for your customers and create a more successful organization; by John Sills The Genius of the Beast: A Radical Re-Vision of Capitalism; by Howard Bloom The Customer Copernicus: How to be Customer-Led; by Charlie Dawson The Hitchhiker’s Guide to the Galaxy; by Douglas Adams