Today’s interview is with Joe Macleod, the Founder & Head of Endineering at AndEnd and a two-time author. Joe joins me today to talk his new book: Endineering: Designing consumption lifecycles that end as well as they begin, why the end of the customer experience is so important, often looked, what that is costing us and what we should be doing about it.
This interview follows on from my recent interview – CRM is not just about technology; it’s actually about relationships – Interview with Victoria Wejchert of Kinship – and is number 409 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Joe:
Joe Macleod is founder of the worlds first customer ending business, AndEnd. A veteran of product development industry with decades of experience across service, digital and product sectors. Author of the Ends book, that iFixIt called the best book about consumer e-waste. And the new book Endineering, which provides tools, methods and philosophy around this new genre of practice.
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, from breakage to customer burnout to falling behind consumption trends. It’s important to plan for each of them. Not all companies do.”
Thanks to geralt on Pixabay for the image