Joe Macleod is the Founder at andEnd, the world’s first product ending business dedicated to helping companies create the best offboarding experiences (endings) for their customers.
They work with hundreds of companies, including giants like Microsoft, Pepsico, Spotify, Intuit, IKEA, and Volvo, to ensure good endings to their customer relationships.
All products face a cycle of endings, from breakage to customer burnout to falling behind consumption trends, but the end of the customer experience is often overlooked by many businesses.
They’re instead obsessed with their onboarding experience, which they spend a lot of time and money perfecting to attract new customers.
What they don’t know is that investing in good customer endings can improve new business models, increase consumer engagement, raise customer satisfaction, broaden business influence and brand perception, pre-empt legislation (such as GDPR, which empowered consumers) and maximize sustainability.
Joe is also the author of the Ends.: Why we overlook endings for humans, products, services and digital. And why we shouldn’t, which iFixIt called the best book about consumer e-waste and Endineering: Designing Consumption Lifecycles That End As Well as They Begin.
He has 20+ years experience in product development across digital, physical, and service sectors and previously was the Head of Design at the award-winning studio Ustwo, where he built and led one of the industry’s most respected design teams, with studios in London, New York, Sweden, and Sydney.
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*E – explicit language may be used in this podcast.