The gap between marketing and customer service is too often a chasm.
Kafka-esque bureaucracies are unlikely to deliver great customer service, says John Sills.
Corporate apologies are thrown around far too easily, says John Sills.
Some innovations seem unfair, but hiding behind regulations won't save your business in the long run, argues John Sills.
Incessant feedback requests and pointless retargeted ads can be a major turn-off.
Take a leaf out of Amazon's book and trust people more.
Creating a great customer experience is about eliminating the potential for error - because if people can do it wrong, they will, says John Sills
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
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.
Customers with a choice will always choose the quickest, easiest and least hard work option. Make sure that's your business.