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. 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.

The Human Experience: How to make life better for your customers and create a more successful organization

Business & Money

Sills, John

Marketing & Sales

Bloomsbury Business

"The Decision" is a novel about politics, the environment, relationships and the conflict of loyalty between family and cause. It is set in 2027, in a post-Brexit, post-UK England, in which an authoritarian government has taken power in a parliamentary coup supported by the establishment, after three chaotic years of socialist rule. The environment has taken a significant turn for the worse, and rising sea levels have led to a decision to flood the Fenlands - a return to its marshy origins. A war between NATO and Russia staggers on in the heartlands of the Ukraine, a useful tipping ground for refugees and the unemployed.The narrative revolves around a kidnap attempt at Wembley before a major football final. The would-be perpetrators are an underground group which goes by the name of HOPE - the Holistic Organisation for the People and the Environment. They are led by Charlie Mowbray: in his early thirties; a late starter in the world of left wing protest, but charismatic enough to rise quickly to the top. "The Decision" is his story, and the story of his family: parents James Arnold and Olivia Mowbray, siblings Will and Susan. Will is a journalist, stuck near the frontline of the war in Ukraine. Susan is a civil servant, torn between her distaste for the Authority and her sense of duty. She, like all of her family, becomes embroiled in Charlie's adventure. Charlie regards himself first and foremost as an actor, not a political leader. He is inspired, at school, by Henry V, and his leadership journey follows a similar pattern. It is he who must take The Decision.

The Decision (The Hope Trilogy)

Literature & Fiction

Genre Fiction

Independently published

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Books by Sills, John