John Sills is the Author of the ‘leadership book of the year 2023, “The Human Experience: How to make life better for your customers and create a more successful organization”, AND managing partner at The Foundation Growth Consultancy where they help organisations achieve customer led success.

Hit PLAY to hear:

The importance of human experience in eCommerce and what led John to write his book
The myths of customer feedback, customer loyalty, and return on investment
The cost of poor customer experience
How better customer experience can lower your business costs
Behaviors and enablers and why you should care about them

Key timestamps to dive straight in:

[05:28] eCommerce, retail, hospitality satisfy more than banking.

[07:39] COVID inspired a book about being human.

[11:11] Feedback surveys focus on superficial customer opinions.

[15:03] Customer loyalty to organizations is often fickle.

[19:04] NHS ensures transparency and engagement with donors.

[22:35] Digital experiences harder to resolve customer issues.

[25:44] Listen to John’s Top Tips!

Full episode notes here: https://ecmp.info/511

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The Human Experience: How to Create Personal Connections in eCommerce with author John Sills

eCommerce MasterPlan