Stages of the end.
The end does not happen in a moment. It descends through many stages as the consumer moves further and further away from being a customer. Each stage has characteristics that need to be considered when creating a consumer experience.
Crack of doubt.
The first moment a consumer believes that the service or product is not fulfilling their needs.
Acknowledged.
Both parties acknowledge the consumer wants to leave.
Actioned.
The consumer has an opportunity to action the end.
Observed.
A visible / tangible evidence that the end is coming.
Settled.
Confirmation that all is done.
Aftermath.
Reflecting on what went past. Good or bad, angry or happy.
Rebirth.
Ready for the next cycle. Emotionally over it. Returned to a neutral opinion.
