John Sills

Opinion
13 May 2020 A delayed train in Switzerland, and the response of staff, show how an understanding of a customer’s emotions is as important as delivering on the promised function.
Opinion
20 January 2020 Brands that don’t keep their promises across the entire customer experience are playing a dangerous game – The Foundation’s John Sills considers the remedies.
Opinion
14 November 2019 Addressing complaints is about more than simply fixing what went wrong, says John Sills; consumers require emotional reassurance as well.
Opinion
08 August 2019 The Foundation’s John Sills looks at four areas of brand activity causing headaches – and how history has been there before.