The One With Designing The Ending – Joe Macleod E250 скачать в хорошем качестве

The One With Designing The Ending – Joe Macleod E250

CX to sin. Peak-end to forgiveness. Episode 250 won’t be what you’re used to. This milestone episode examines how experiences actually end, and why organizations avoid designing that moment. In a wide-ranging conversation with Joe Macleod, CX Passport connects customer experience to religion, environmental responsibility, shame, and the circular economy. The conversation challenges the idea that endings are merely operational details rather than emotional and moral ones. Joe also becomes the show’s first guest from Sweden, adding a perspective shaped by consensus, systems thinking, and responsibility. Chapters 00:00 Intro 02:00 Designing beginnings while ignoring endings 05:20 Shame vs guilt at the end of the customer journey 08:40 Dark patterns, abandonment, and off-boarding 11:30 Consumption and environmental responsibility 13:10 Sweden, the UK, and systems thinking 16:45 First Class Lounge 21:30 Religion, forgiveness, and consumer psychology 24:50 Buddhism, Shinto, and product endings 28:00 Brand damage caused by poor endings Guest Links Andend website https://www.andend.co LinkedIn   / josephmacleod   Ends (book, affiliate link): https://amzn.to/3M3zDKL Endineering (book, affiliate link): https://amzn.to/4atZWmy Ends ebook — https://www.smashwords.com/books/view... 25% off discount code: NCKEV Endineering ebook — https://www.smashwords.com/books/view... 25% off discount code: NCKEV Introduction to Endineering course — https://www.andend.co/introductionend... 25% off discount code: 7D7AQF5 Listen: https://www.cxpassport.com Watch:    / @cxpassport   Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).