120 subscribers
Player FM 앱으로 오프라인으로 전환하세요!
How to Design Service Endings That Don't Stink / Joe Macleod / Ep. #207
Manage episode 431756149 series 1206631
Ever felt trapped in a service you couldn't escape... Trying to end a subscription only to face a frustrating maze of hurdles? Let's face it, service endings are often the worst experience ever. The good news is that it doesn't have to be this way. In fact, well-designed endings can be a secret weapon for your business. Think about it – when customers inevitably move on, what's the final impression they take with them? Sadly, most companies neglect or wilfully ignore this crucial stage of the customer lifecycle. They hide the cancel button, throw obstacles in your path, and make leaving feel like a punishment. It's a missed opportunity because, historically, businesses have focused all their energy on acquiring new customers rather than on gracefully saying goodbye. But what if we flipped the script? What if endings felt like graduations, where we celebrate customers moving on to new adventures? Could those who leave become our biggest fans? This isn't just a pipe dream. Joe Macleod, who's literally written the book on this topic (twice!), joins us on the Show to share how to design endings that leave a positive, lasting impact. We'll unpack the secrets of great endings, how they differ from beginnings, and the undeniable business case for getting this right. Trust me, this episode is an eye-opener. Once you hear it, you'll see opportunities everywhere to turn departing customers into brand ambassadors. So, if you don't want all your hard work building good customer relationships to go to waste when they leave, tune in and learn how to make every goodbye a fond farewell (and maybe even a new beginning!).
--- [ 1. GUIDE ] ---
00:00 Welcome to episode 207
05:30 About Joe and Endings
07:00 Ending Journey
08:30 Joe's Passion for Endings
15:00 Businesses & Endings
18:00 Businesses & Status Quo?
20:00 Reassurance Endings
24:30 Divorce example
27:00 Measuring quality of an ending
35:00 Endings & Memberships
38:00 Alumni or Death Phase?
43:00 Healthcare Offboarding Example
47:00 Ex-Customers = Value
51:00 Importance of Alumnis
53:00 Pondering about Endings
55:00 3rd Book Preview
57:00 Giveaway announcement
58:00 Resources
59:00 Key Takeaways
--- [ 2. LINKS ] ---
- https://www.linkedin.com/in/josephmacleod/
- Endineering by Joe Macleod (Book) - https://www.andend.co/endineeringbook
- Ends by Joe Macleod (book) - https://www.andend.co/book
- www.andend.co
--- [ 3. CONTEST ] ---
To enter the contest, head over to the video version of this conversation on YouTube and leave a comment there to answer the question posed in the episode.
https://go.servicedesignshow.com/207-youtube
--- [ 4. CIRCLE ] ---
Join our private community for in-house service design professionals.
265 에피소드
Manage episode 431756149 series 1206631
Ever felt trapped in a service you couldn't escape... Trying to end a subscription only to face a frustrating maze of hurdles? Let's face it, service endings are often the worst experience ever. The good news is that it doesn't have to be this way. In fact, well-designed endings can be a secret weapon for your business. Think about it – when customers inevitably move on, what's the final impression they take with them? Sadly, most companies neglect or wilfully ignore this crucial stage of the customer lifecycle. They hide the cancel button, throw obstacles in your path, and make leaving feel like a punishment. It's a missed opportunity because, historically, businesses have focused all their energy on acquiring new customers rather than on gracefully saying goodbye. But what if we flipped the script? What if endings felt like graduations, where we celebrate customers moving on to new adventures? Could those who leave become our biggest fans? This isn't just a pipe dream. Joe Macleod, who's literally written the book on this topic (twice!), joins us on the Show to share how to design endings that leave a positive, lasting impact. We'll unpack the secrets of great endings, how they differ from beginnings, and the undeniable business case for getting this right. Trust me, this episode is an eye-opener. Once you hear it, you'll see opportunities everywhere to turn departing customers into brand ambassadors. So, if you don't want all your hard work building good customer relationships to go to waste when they leave, tune in and learn how to make every goodbye a fond farewell (and maybe even a new beginning!).
--- [ 1. GUIDE ] ---
00:00 Welcome to episode 207
05:30 About Joe and Endings
07:00 Ending Journey
08:30 Joe's Passion for Endings
15:00 Businesses & Endings
18:00 Businesses & Status Quo?
20:00 Reassurance Endings
24:30 Divorce example
27:00 Measuring quality of an ending
35:00 Endings & Memberships
38:00 Alumni or Death Phase?
43:00 Healthcare Offboarding Example
47:00 Ex-Customers = Value
51:00 Importance of Alumnis
53:00 Pondering about Endings
55:00 3rd Book Preview
57:00 Giveaway announcement
58:00 Resources
59:00 Key Takeaways
--- [ 2. LINKS ] ---
- https://www.linkedin.com/in/josephmacleod/
- Endineering by Joe Macleod (Book) - https://www.andend.co/endineeringbook
- Ends by Joe Macleod (book) - https://www.andend.co/book
- www.andend.co
--- [ 3. CONTEST ] ---
To enter the contest, head over to the video version of this conversation on YouTube and leave a comment there to answer the question posed in the episode.
https://go.servicedesignshow.com/207-youtube
--- [ 4. CIRCLE ] ---
Join our private community for in-house service design professionals.
265 에피소드
모든 에피소드
×1 Key Lessons from a Service Design Community / #Circle Special 1:06:36
1 Journey Management in 2025: Trends, Challenges, and Predictions / Jochem van der Veer / Ep. #218 1:09:02
1 Stop designing WITH your users! There is a better way. / Sloan Leo Cowan / Ep. #217 1:00:36
1 The Secrets behind Research that Scales / Kate Towsey / Ep. #216 1:01:53
1 The RIGHT way to do strategy in an uncertain world? / Peter Compo / Ep. #215 1:13:29
1 Advancing Service Design 2024 / Program Deep Dive with Sylvie Abookire 33:21
1 Why People Aren't Listening to You - And How to Fix That / Gabrielle Dolan / Ep. #214 1:00:45
1 What's this new SD conference all about!? / Advancing Service Design Conference 2024 (Part 1) with Lou Rosenfeld 34:57
1 Confessions of a Journey Management Pioneer / Florian Vollmer / Ep. #213 1:02:31
1 A New Approach to Measuring Design's Impact / Stacey Barr / Ep. #212 1:09:57
1 Are We Designing a Landfill or Leaving a Legacy? / Jennifer Rittner / Ep. #211 1:08:46
1 How DesignOps helps you Focus on What Matters / Meredith Black / Ep. #210 57:38
1 RAG makes Service Design easier, faster, and more fun / Kirk Marple / Ep. #209 1:05:36
1 Can We Design for a Better Tomorrow? Steve Baty / Ep. #208 58:31
1 How to Design Service Endings That Don't Stink / Joe Macleod / Ep. #207 1:02:30
플레이어 FM에 오신것을 환영합니다!
플레이어 FM은 웹에서 고품질 팟캐스트를 검색하여 지금 바로 즐길 수 있도록 합니다. 최고의 팟캐스트 앱이며 Android, iPhone 및 웹에서도 작동합니다. 장치 간 구독 동기화를 위해 가입하세요.