Thousand Nights
A nightly serial of real customer tales that ends only when the fix verifies.
The job
Keep leadership's attention on individual unresolved customers until each one's story has a verified ending, so that operations closes cases before the meeting rather than explaining them in it.
The moment
At the Monday meeting the chairman's first question is did the pensioner from night 12 get paid?. The head of operations already has the answer, because he knew the question was coming. The night-13 episode opens on the last panel from night 12: the pensioner's own WhatsApp reply, masked, the transfer arrived, thank you all so much, stamped verified by reply, Tuesday 21:14.
What it does
- Write tonight's tale
- Claim the case from the chair
- Verify the ending with the customer
- Approve or hold a tale
- Bind the book
What you see
A nightly illustrated serial with cliffhangers and fact chips, ending in the customer's own words, and bound as a book at year end or quarter end (PDF link)
What it moves
Median days from a tale's first night to a verified ending, and the share of told cases verified within 7 days. Also, for the journeys told, the drop in repeat contacts in the following quarter.
Built for
- Executives & leadership
- CX leaders & VoC
- Operations
