Systems thinking, customer service and unlearning the way we do things - Interview with John Seddon of Vanguard

Recently in the podcast series, I shared an interview with you called: Using systems thinking to improve customer satisfaction and employee engagement – Interview with Rob Brown of Aviva. I met Rob at an event run by John Seddon and Vanguard Consulting. John was speaking at the event too and I and was lucky enough to get John to agree to be interviewed and share a few thoughts with us. This interview makes up number forty-two in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love.