277.The Human Experience with John Sills

<p dir="ltr">In today's conversation, I am joined by John Sills. John is Managing Partner at the customer-led growth company, The Foundation. He’s been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy. He's been a bank manager during the financial crisis (which he says was not fun), launched a mobile app to millions of people (very fun), and regularly visits strangers’ houses to ask very personal questions (incredible fun).</p> <p dir="ltr">He now works with companies across industries and around the world, and before joining The Foundation spent twelve years at HSBC, latterly as Head of Customer Innovation. He regularly writes on Customer Experience and Innovation, and his first book, The Human Experience, just came out and is what we are discussing today.</p> <p dir="ltr">This was a really fun book, and it is chock-full of real life experiences from businesses (both good and bad) that you can learn from. John keeps it light, even when teaching some really important stuff, and helps us to see how we can all benefit from remembering that we are, at the end of the day, humans (and so are our employees and customers). So let's just bring a bit more human-ness back into our companies!</p> <h3 dir="ltr">Show Notes:</h3> <ul> <li>[00:43] In today's conversation, I am joined by John Sills. John is the managing partner at the customer lead growth company, The Foundation. </li> <li>[03:24] John shares himself and his background.</li> <li>[05:56] You really need to want to make things better for customers. </li> <li>[08:41] You are closer to your colleagues, business, products, and services, but your customers are really important. We often write things that make sense to us but not to our customers. </li> <li>[11:22] Factfulness is all about helping us challenge our perspectives of the world. It is easy for us to think we are the center of the world. </li> <li>[14:01] Nearly all of the research we have is very inside out. It is all about