Why subscribe?
Full access to the newsletter, website, and CX Stories Instagram (two of which are public and free anyway). But it stops me hounding you to sign up.
Stay up-to-date
Every new edition of the newsletter goes directly to your inbox, just in case you were staying awake at night worrying what I was thinking about customer experience.
Reduce your stress
Be part of a cathartic community where you can get your CX Stories off your chest whilst giving me something to write about.
Read the book
Not part of the subscription, but buying it now will mean you can freely ignore every time I mention I’ve written a book in my posts.
And who am I, exactly?
Hello, I'm John. I'm Managing Partner at the customer-led growth consultancy, The Foundation, author of Leadership Book of the Year, The Human Experience, and keynote speaker on all things customer.
Twenty-five years ago I started my career on a London market stall, and since then I've worked in and with companies around the world to make things better for customers. I’ve been in front-line teams delivering the experience, innovation teams designing the propositions, and global teams creating the strategy. I’ve been a bank manager during the financial crisis (not fun), launched a mobile app for millions of people (very fun), and regularly visit strangers’ houses to ask very personal questions (incredible fun).
I even signed up to be a mystery shopper when I was 21. I was a cool 21-year-old.
Having looked after customer experience and innovation for HSBC globally, I now help organisations such as Sky, bp, Heineken, Vodafone, Bupa, and Volkswagen to understand what their customers really value, and find new and better ways to deliver that value.
I do some writing on the subject too: for the likes of The Guardian, Management Today, and WARC; for myself with my CX Stories Substack; and for anyone that bought my first book, published by Bloomsbury
And I regularly get asked to speak at conferences and dinners on customer experience, creating a customer-led organisation, understanding what really matters to customers, or what the future may hold (where it's often best to start by looking to the past)
