Deal the Deck
Replace the council deck with issue cards executives claim, and keep unclaimed issues in plain view.
The job
Replaces the monthly CX council slide deck with live issue cards that owners claim with a fix date and retire only when the fix is confirmed, so both neglect and delivery become visible.
The moment
Instead of a slide deck, the monthly CX council deals issue cards, like a trading card game. Executives must claim cards and set a fix date.
Two cards nobody claimed last month come back cracked, now 1,380 complaints worse, with a new customer quote: "I gave up and went to your competitor".
Beside them, last month's payday app outage card is retired to the Hall of Fame: contacts down a verified 64%, and $410,000 a month saved by the COO.
What it does
- Deal and claim a card
- Commit / move a fix date, pre-write a note
- Retire to the Hall of Fame
- Send each owner's hand
- Open a card's evidence
What you see
Issue cards with a severity score, the damage so far and a customer quote; a pile of unclaimed cards that crack as they worsen; and a Hall of Fame for confirmed fixes
What it moves
The share of the top 10 issues with a named owner, contacts removed by retired cards, and money saved each month.
Built for
- Executives & leadership
- CX leaders & VoC
- Finance
