The Human Experience av John Sills

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<b>The essential guide to creating a successful organization by making things easier, better and more straightforward for your customers.</b>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 Edelmen, they now trust big organizations even less than they did in the past. In <i>The Human Experience</i>, 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 respon