CX Stories
John J SillsA newsletter about how to make life better for customers and create more successful organisations
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 83 | Subscribers | Read | cxstories.substack.com |
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Latest Issues
Recent posts by this newsletter. Browse the email archive.
Want to know what you really think about your customers? Just listen to what you say about them.
I’ve been reading Gill Ereaut’s excellent book on language (The Way We Talk Around Here: How your organization’s culture shows up in your language and why it matters), and it reminded me of a project I worked on, helping a bank’s contact ce...
It's not our fault, but it is our problem
A couple of weeks ago, a leaflet dropped onto the doormat and created a frisson of excitement throughout the house.
The Sandwich Slumber: Turning New Year’s Resolutions into Real Customer-Led Change
Hello, and happy new year! This is the slightly nicer-looking version of CX Stories, but you can still find me on LinkedIn if you prefer your cathartic Customer Experience content that way.
25 Things I Learned in 2025
I’m sorry. I really am. It’s lazy and predictable, I know. But 2025 has been so brilliantly frenetic and fast-paced that, selfishly, I feel I need to write this list to remind myself of some interesting things I’ve seen.
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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.
Frequently Asked Questions
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