The Customer's Chair
An empty seat at every decision table that answers with customers' own words.
The job
When a decision that changes customers' lives is tabled, count the customers who will live with it and let them be heard in the room, and show the council later whether decisions that ignored them went badly, so leadership decides with evidence and is held to it.
The moment
The committee is about to approve online-only renewals. The secretary taps Read Aloud and the chair reads an elderly man writing in his own words that he cannot use the app and his son lives in another city, then shows 2,300 people like him this year, n=2,314. The motion is amended on the spot to keep one counter per district. A week later those customers get a WhatsApp message: Your words were read in the committee on 12 March. The counters stay open.
What it does
- Read aloud
- Drill to verbatims
- Register decision
- Ask them
- Tell them what changed
What you see
A speaking object: a tablet on an empty chair, with a dark screen, one large count and three verbatims read aloud on a tap, plus a decision register the council reviews each quarter
What it moves
Share of tabled pricing and policy items that carry counted customer evidence (target 100%); complaints per 10,000 customers in the 14 days after a decision, against the last similar decision; each quarter, the outcome gap between decisions that followed the chair and those that ignored it.
Built for
- Executives & leadership
- Finance
