We have created a poster showing the variety of customer experience processes and how each of them end. From the marketing guru Philip Kotler to Colin Shaw and John Ivens' Great Customer Experiences, and Ron Zemke's Service Recovery. Contrasting these we show Daphne Rose Kingma's stages of people's love lives falling apart. Together they show opportunity areas for closure experiences to be created for customers.
Endings Aligned poster Download here
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.
