The Tim Castle Show

Hi I'm Tim Castle, Author, Coach and Entrepreneur, this is my podcast where I sit down with courageous people doing inspirational things around the world. There is so much good in the world, so many amazing stories, each with their own valuable lessons and I want to use this platform as a vehicle for change so help you find your true voice and live life to its fullest. Whether you are facing challenges right now, going through a tough time or on top of the world we can all improve by sharing our story. My mission is to help others go after their really BIG goals and become their fullest potential. It takes persistence, willingness to learn and an open mind but together we will make it happen. I live by my motto "believe it is possible". Course https://believeitispossible.thinkific.com/ Website: www.timjscastle.com Email: tim@timjscastle.com Social: @timjscastle Amazon https://amzn.to/3eoLEn4 Audible https://adbl.co/34edPmT

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The Tim Castle Show

Episode 079: John Sills How To Make Things Better For Your Customers | The HUMAN Experience | The Tim Castle Show

September 13, 2024

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.

I saw he was in Singapore and thought this was a conversation that needed to be had, his award winning book The HUMAN Experience shows you how to create a more successful organisation by humanizing customer interactions.

He’s been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy.

This episode is pure GOLD for anyone wanting to improve customer service and understanding whats wrong and missing from current processes.

We discuss:
- talking about people and not the companies
- how we work individually and collectively
- the difference between customer options vs what really matters to your customers (hint, it's not in the customer feedback surveys)
- the number one reason to improve your customer experience
- examples of exceptional customer service (think Swiss trains)
- Using AI to support humans to create more time to support clients in natural conversations

John Sills
Newsletter CX stories https://johnjsills.com/cxstories/
LinkedIn https://uk.linkedin.com/in/johnjsills
The Human Experience https://johnjsills.com/
The Foundation https://www.the-foundation.com/our-team/john

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