The Impact of Consumer Endings | CXD. Customer Experience Design. Hosted by Oliver King

Podcast
Written By Joe Macleod

Every customer onboarding pipeline is backed by months of metrics, but what happens when the relationship naturally winds down? This episode unpacks the profound psychological and environmental impact of consumer departures and explains how brands can design better exit loops.

• Service design ecosystems are highly fractured because they consistently ignore the psychology of letting go.

• A customer’s final interaction with a brand sets their permanent emotional memory of the entire company history.

• Seamless welcome sequences trigger rapid acquisition but leave users unequipped to navigate a healthy product conclusion.

• Intentionally mapping out consumer offboarding transforms exit friction into long-term brand equity.

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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