What makes for a good customer experience? In two special episodes of the Human Risk podcast, I’m speaking to CX experts who provide fascinating insights into what drives how we feel about the times when companies deliver really good or really bad service.In two interviews that I’m releasing together, I’m speaking to experts in customer experience. They both have different approaches, but their work is aimed at the exactly the same objective; recognising when the experience is poor and identifying ways to improve it. On this episode which is the first of the two, I speak with John Sills. He’s a partner at the Foundation, which helps companies to grow by providing better customer service. In our discussion, we explore what makes for good and bad customer experiences and how companies can do a better job of delivering them. To find out more about John and his work, visit: John’s personal website where you can subscribe to his CX stories Newsletter: https://johnjsills.com/ The Foundation website: https://www.the-foundation.com/ For more on John’s book ‘The Human Experience’: https://www.amazon.co.uk/Human-Experience-customers-successful-organization/dp/1399401734/ref=sr_1_1? You’ll find him on social media as follows:Twitter: https://twitter.com/johnjsillsLinkedIn: https://www.linkedin.com/in/johnjsills/Instagram: https://www.instagram.com/cx_stories/Finally, to buy my new book ‘Humanizing Rules: Bringing Behavioural Science to Ethics & Compliance’ visit https://www.human-risk.com/humanizing-rules-book