Endineering Newsletter 28. Sept
Joe Macleod
I design endings. Founder & Head of Endineering at andEnd. | Author of Ends & Endineering | TEDx Speaker | Mentors the world’s leading brands in creating the best consumer endings
Hi
As the holidays end, September brings fresh plans and new projects. Here’s what’s happening this month:
Endineering Course began ?? with a new cohort focused on designing better product endings. Discussions are already inspiring us all about the lack of endings in modern consumerism.
Speaking at UpTech. Join us Thursday, September 26th, for a free, online, lunchtime ?? talk at UpTech, hosted by Softhouse Consulting. Sign up here >UpTech Event<
New Product Off-boarding Review We’re introducing a diagnostic service to help companies improve how they handle the end of a product or service. Like the sort of project an agency would do, but just focused on the end. Learn more >here<.
This Month’s discussion points: We discuss the high costs of ESG certification and its impact on consumer experience. Plus, how poorly worded statements can damage customer relationships and whole businesses. ????
Enjoy!
The ROI of Ends: Turning ESG into Consumer Connection
Companies are investing heavily in sustainability, often driven by compliance with environmental, social, and governance (ESG) standards. Publicly listed businesses spend between $220,000 and $480,000 annually on sustainability ratings1. Yet, despite this investment, many fail to communicate these efforts effectively to consumers, relying on symbols and data points that are poorly understood.
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Leaving? Had enough of my personal brand’s opinion?
Some guy starts kicking off. Oh wait it’s the owner. He is telling us to consider killing someone. Oh wait, it’s a joke. So all OK? Not OK.
It’s not the first time a stupid statement has dissolved a business.
And I am sure won’t be the last.
When consumer opinion is confronted with terrible behaviour, their loyalty can shift in a heartbeat. It is a unique kind of challenge: the Cultural Ending. This occurs when consumers’ cultural values, opinions, or tastes no longer align with the brand or product experience.
Product ending assessment.
This new project provides an expert evaluation of a company’s product off-boarding experience, identifying key issues in the final stage of the customer lifecycle. Through feedback, interviews, data analysis, and competitor comparisons, it delivers a detailed report on customer and staff experiences, material flow, and brand perception at the end of the journey. The insights it provides give a clear foundation to improve off-boarding and build for a better consumer exit.