John Sills

John Sills is Partner and Managing Director at The Foundation. He writes a regular online column for Management Today about customer experience. You can find him on Twitter @johnJsills, or on his blog at www.johnJsills.com.

The death and resurrection of the premium customer

The death and resurrection of the premium customer

Top-end service is no longer at the discretion of the management.

For the last time, customer service is not a cost

For the last time, customer service is not a cost

You have to spend to make it happen, but it brings both top and bottom line benefits down the line, says John Sills.

Great customer experience sometimes requires breaking the rules

Great customer experience sometimes requires breaking the rules

Computer-says-no service can drive buyers away. Let staff use their initiative, says John Sills.

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.