The end of the customer experience is so important but is often looked - Interview with Joe Macleod | Punk CX. Adrian Swinscoe

Podcast
Written By Joe Macleod

Businesses routinely optimize user conversion down to the millisecond, yet they leave the customer's departure completely unmanaged. This episode breaks down the psychological frameworks that explain why an intentional ending cements a positive legacy in the mind of the consumer.

• Customer experience frameworks remain highly vulnerable when they only focus on acquisition and active use.

• Human memory heavily weights overall brand satisfaction based on the emotional tone of the final interaction.

• Deceptive or high-friction exit patterns alienate departing users and prevent future brand advocacy.

• Shifting consumer psychology means modern audiences increasingly value transparency, accountability, and clear closures.

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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Interview with Joe Macleod, Founder & Head of Endineering at andEnd | Influential Entrepreneurs With Mike Saunders