The essential guide to creating a successful organization by making
things easier, better and more straightforward for your customers.
Across all sectors, organizations' fixation with functionality have
meant that the 'human' elements of the customer's experience have
become neglected. Strict processes and automated procedures have
created organizations full of people who aren't allowed to act in a
'human' way. As a result, and despite these new technologies,
customers are no more satisfied than they were a decade ago
(according to the Institute of Customer Service) and, according to
Edelman, they now trust big organizations even less than they did
in the past. In The Human Experience, John Sills draws upon
extensive research and illustrative case studies to explain that
the emotional experience is just as important as the functional
one, and, if done right, will create a more efficient business. He
also demonstrates that the customer experience is not just the
responsibility of front-line employees, but shared across the
company, from the CEO operating as the spokesperson of the business
to the programmers developing a seamless and welcoming user
interface. Whether you're a well-established incumbent or an
early-stage start-up, on either end of your product or service is a
human. Packed full of practical advice and engaging case studies,
The Human Experience is the ultimate guide to creating a culture
and an experience with humanity at its heart, helping to develop a
customer base that will stay with an organization, and a company
that will grow in an increasingly efficient way.
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