John Sills is the author of The Human Experience, named Leadership Book of the Year, and Managing Partner at the customer-led growth consultancy, The Foundation. 25 years ago, John started his career on a market stall in London, and since then has worked in and with companies around the world... Read more
John Sills is the author of The Human Experience, named Leadership Book of the Year, and Managing Partner at the customer-led growth consultancy, The Foundation.
25 years ago, John started his career on a market stall in London, and since then has worked in and with companies around the world to improve the customer experience. He’s been part of front-line teams delivering the experience, innovation teams designing propositions, and leadership teams creating strategy.
Having managed customer experience and innovation for HSBC globally, John now works with companies such as Sky, BP, Heineken, Vodafone, Bupa, and Volkswagen. He regularly visits strangers’ houses to ask very personal questions, all in the name of understanding what really matters to their customers.
His first book on the topic was published by Bloomsbury in 2023, and his writing has been featured in The Guardian, The Financial Times, and Management Today, alongside his newsletter, which has over 10,000 readers.
What’s going to change – and what’s going to stay the same – in the drivers of customers decisions in the next ten years.
How to see the world from the outside-in and create a truly customer-led organisations.
How to escape the epidemic of feedback requests and understand what really matters to your customers (not just their opinion of you).
How to create a meaningfully distant experience to get more customers choosing you, rather than relying on the myth of loyalty.