Box Office
Every fix premieres like a film; the weekend chart ranks what verifiably worked.
The job
When dozens or hundreds of fixes, releases and initiatives go live, records each one's promised effect in advance and grades it on what customers said before and after, priced in money. Effort goes to what works, flops stop, and customers who asked are told.
The moment
Every fix is launched like a film, and each Monday a chart ranks them by what customers said before and after, priced in money.
This week a three-line help article is number one. It beats a multi-million-dollar app redesign that flopped in its first week.
The credits show 2,318 customers asked for this change, 61% by chat and 22% by phone. The CX head approves telling them, and over 1,900 WhatsApp messages go out before the meeting ends.
The room asks who wrote the article.
What it does
- Register a film (pre-registered change)
- Record the GM's decision
- Notify owner / open rework on a flop
- Tell every reachable complainant
- Send the chart outside OnClarity
What you see
Weekend box-office chart with film posters, opening-week and legs reads, a closing-credits roll, and a termly report-card binder
What it moves
Confirmed complaints avoided per change and their value in dollars, the share of initiatives with a promised effect recorded in advance, and the number of customers who complained and were told about the fix.
Built for
- CX leaders & VoC
- Product & digital
- Operations
- Citizens & customers
