Designing Better Endings: Joe MacLeod on the Overlooked Side of Customer Experience | Iconoclast

Podcast
Written By Joe Macleod

Customer experience strategies are heavily weighted toward acquisition, leaving a massive operational gap at the point of departure. This episode maps out why the exit is the most critical touchpoint for protecting your hard-won brand equity and building resilient customer lifecycles.

• Customer onboarding is meticulously optimized while the offboarding phase remains a critical corporate blind spot.

• A broken product conclusion instantly undoes the goodwill built across a seamless customer experience journey.

• Reshaping corporate culture around intentional endings helps organizations handle shifting consumer lifecycles.

• Providing dignified, friction-free departures actively builds long-term brand equity and drives future win-back rates.

Joe Macleod

Joe Macleod is founder of the worlds first customer ending business. A veteran of product development industry with decades of experience across service, digital and product sectors.

Head of Endineering at AndEnd. TEDx Speaker. Wired says “An energetic Englishman, Macleod advises companies on how to game out their endgames. Every product faces a cycle of endings. It's important to plan for each of them. Not all companies do." Fast Company says “Joe Macleod wants brands to focus on what happens to products at the end of their life cycle—not just for the environment but for the entire consumer experience.”

He is author of the Ends book, that iFixIt called “the best book about consumer e-waste”. And the new book –Endineering, that people are saying “defines and maps out a whole new sub-discipline of study”. The DoLectures consider the Endineering book one of the best business books of 2022.

https://www.andend.co
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The one with designing the ending - Joe Macleod | CX Passport