John Sills

John Sills is a Director at The Foundation. He writes a regular column in MT about customer service. You can find him on Twitter @johnJsills, or on his blog at www.johnJsills.com.

Customer experience: The good, the bad and the ugly

Customer experience: The good, the bad and the ugly

The gap between marketing and customer service is too often a chasm.

Here's a thought: Let your employees be human

Here's a thought: Let your employees be human

Kafka-esque bureaucracies are unlikely to deliver great customer service, says John Sills.

Sorry seems to be the easiest word

Sorry seems to be the easiest word

Corporate apologies are thrown around far too easily, says John Sills.

Innovation: are you delaying the inevitable?

Innovation: are you delaying the inevitable?

Some innovations seem unfair, but hiding behind regulations won't save your business in the long run, argues John Sills.

Stop haranguing your customers post-sale

Stop haranguing your customers post-sale

Incessant feedback requests and pointless retargeted ads can be a major turn-off.

Stop treating your customers like crooks

Stop treating your customers like crooks

Take a leaf out of Amazon's book and trust people more.

404: Customer not found - why other people's mistakes are your fault

404: Customer not found - why other people's mistakes are your fault

Creating a great customer experience is about eliminating the potential for error - because if people can do it wrong, they will, says John Sills

Why high tech customer experience still needs a human face

Why high tech customer experience still needs a human face

Don't let all those clever algorithms blind you to the fact that it's people who provide great service, especially when they go the extra mile, says John Sills

Why great customer service is not about the money

Why great customer service is not about the money

What people who complain really want is not a few quid to make them go away, but to know what went wrong and that it won't happen again, says bike convert John Sills.

Why successful businesses make the effort to be effortless

Why successful businesses make the effort to be effortless

Customers with a choice will always choose the quickest, easiest and least hard work option. Make sure that's your business.