How to make life better for customers and create a more successful organization

Many companies are like the Tin Man from Wizard of Oz, according to John Sills, author of The Human Experience and Managing Partner at The Foundation growth consultancy: “They need to function and move, but they’re lacking the one thing that really makes a difference – the heart – and that has led to organizations for humans that aren’t allowed to act in a human way.”

Talking with Seán Meehan, IMD Professor of Marketing and Management and Dean of Faculty, at an I by IMD Book Club event, Sills said it is very hard to build a long-term sustainably successful organization on a strong foundation if you don’t create a great experience. Customers will start to talk about you in a negative way and over time your reputation will be eroded. More than that, there is strong evidence that happy colleagues and happy customers go hand in hand.

One of the things that a lot of customers don’t always realize is the difference between the experience they are having and the experience…