CX Stories
John SillsA newsletter about how to make life better for customers and create more successful organisations
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 90 | Founded | 6 years ago | Last Issue | 6 days ago |
| Active | |||||
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cxstories.substack.comLatest Issues
Mountain Rescue: How Good People Compensate for Bad Systems
‘Hi, on Saturday we fly home, but want to climb a mountain in the morning. Would we be able to have a late checkout, so we can have showers when we get back?’
It seemed like a simple request. It turned out it was not. By the end, I’d seen...
Pizza Express: meaningfully distinct, or distinctly average?
In case you missed it, last week at The Foundation we published our latest report, assessing 280 UK companies against the seven ‘human’ behaviours in my book. The results really surprised us, and the top companies weren’t who we were expect...
New Report: Find out who the most human brands are - and how they're winning with customers
Back in 2023, I wrote a book called The Human Experience. I might have mentioned it.
In that book, I suggested that, amidst all the incredible new technology that’s appeared in the world, the things that matter most to customers when they’...
The Fabric of Customer Loyalty
My Dad used to collect old newspapers.
Well, I guess to him they were just newspapers. But now they’re pretty old.
As much as I enjoyed seeing how the stories of the time were reported, what I really love is seeing the old adverts. The W...
Why Wait to be Asked: The Proactivity Problem
You know that thing where you’ve been thinking about something, and suddenly you see it everywhere?
Like if you’re thinking of buying a new car, say a dark grey Volkswagen, and without warning, they’re everywhere you look. You can’t move...
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Authors
The writers behind this newsletter.
Author of The Human Experience. Customer-led Consultant at The Foundation. Part-time Writer, Professional Commuter. Fan of Arsenal and alliteration.
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