An 82-year-old widow told a supermarket CEO that his new fish counter had hidden the only person she came in to talk to. John Sills, senior partner at The Foundation and author of The Human Experience, spent the next six months hearing that CEO mention her by name. That story is where this conversation lives.
John started out stamping cheques in an HSBC branch and was managing one when Northern Rock collapsed. Since then he has made a career of dragging executives out of the boardroom and into supermarket aisles, call centres and station platforms. We recorded in person in London and covered why feedback surveys and public consultation make leaders feel close to people without getting them there, how the same commuter becomes a different person at 11.30pm, and what airports, trains and cities could learn from Pizza Express. He finishes with a big idea for long-distance rail and a small step any transport boss could take tomorrow.
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