The Customer's Chair
An empty seat at every decision table that answers with customers' own words.
The job
When a decision affecting customers' lives is tabled, counts the customers who will live with it and lets them be heard in the room. Later it shows whether decisions that ignored them went badly, holding leaders to the evidence.
The moment
At decision meetings, a tablet sits on an empty chair, standing in for customers. The committee is about to approve making renewals online only.
The secretary taps Read Aloud, and the tablet reads out an elderly customer's own words: they cannot use the app, and their son lives in another city.
The screen then shows 2,314 people in the same situation this year. The motion is changed on the spot to keep one counter open in each district.
A week later, those customers get a WhatsApp message saying their words were read in the committee on 12 March and 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
The share of pricing and policy items with counted customer evidence (target 100%), complaints per 10,000 customers in the 14 days after a decision against the last similar one, and how decisions that heeded customers compared with those that didn't.
Built for
- Executives & leadership
- Finance
