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 | 93 | Founded | 6 years ago | Last Issue | 4 days ago |
| Active | |||||
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cxstories.substack.comLatest Issues
Guest Post: Keir Starmer, HMRC, and a lesson in Failure Demand
A couple of years ago, the Financial Times reported that Taxpayers (i.e. people) had spent a combined total of 800 years on hold trying to get through to HMRC. 800 years. That takes you back to roughly the Middle Ages. Which is roughly wher...
Case Study: AirBnBust: What happens when certainty gets replaced by confusion
Around 2008, in the shadow of the financial crisis and the glow of this new device called an iPhone, a host of companies launched that redefined their sectors. Uber for transport, Spotify for music, Square for payments.
Alongside these wa...
Tied Up Too Tight: A human culture creates a human experience
Many years ago, I got a promotion to a global Customer Experience team, working for one of the most senior managers in the company. And it taught me an unexpected lesson about the importance of building a human culture inside an organisatio...
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...
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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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