{"product_id":"the-human-experience-john-sills-9781399401739","title":"The Human Experience: How to Make Life Better for Your Customers and Create a More Successful Organization","description":"\u003cp\u003e\u003cb\u003eThe essential guide to creating a successful organization by making things easier, better and more straightforward for your customers.\u003c\/b\u003e\u003cbr\u003e\u003cb\u003e\u003cbr\u003e\u003ci\u003eLeadership Book of the Year 2023, as awarded by the Institute of Leadership\u003c\/i\u003e \u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003eAcross all sectors, organizations' fixation with functionality has 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. \u003cp\u003e\u003c\/p\u003eAs 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. \u003cp\u003e\u003c\/p\u003eIn \u003ci\u003eThe Human Experience\u003c\/i\u003e, 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. \u003cp\u003e\u003c\/p\u003eWhether 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, \u003ci\u003eThe Human Experience\u003c\/i\u003e 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.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e John Sills\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 1399401734\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9781399401739\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Bloomsbury Business\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 04\/04\/2023\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 224\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 1.14lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.10h x 6.00w x 0.80d\u003cbr\u003e\u003cbr\u003e\u003cb\u003eReview Citation(s): \u003c\/b\u003e\u003cbr\u003e\u003ci\u003ePublishers Weekly\u003c\/i\u003e 02\/13\/2023","brand":"John Sills","offers":[{"title":"Paperback","offer_id":44071430095103,"sku":"9781399401739","price":28.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_a92c7f78-1d40-4c26-9ad3-d7da26878435.jpg?v=1685436045","url":"https:\/\/www.whiterainbookhouse.com\/products\/the-human-experience-john-sills-9781399401739","provider":"WR Book House","version":"1.0","type":"link"}