Thousand Nights
One real unresolved customer story each night, followed until the customer confirms the fix.
The job
Keeps leaders focused on individual unresolved customers until each story has a confirmed ending, so operations closes cases before the meeting rather than explaining them in it.
The moment
Each night, leaders get one illustrated episode telling a real customer's unresolved story, ending on what is still outstanding. The series only ends when the fix is confirmed.
At the Monday meeting, the chair's first question is whether the pensioner from night 12 got paid.
The head of operations already knows, having expected the question.
The night 13 episode opens with the pensioner's own WhatsApp reply, personal details hidden: "the transfer arrived, thank you all so much", confirmed at 21:14 on Tuesday.
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 story with 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
The median days from a story's first night to a confirmed ending, the share of cases told that are confirmed within 7 days, and the fall in repeat contacts the next quarter for the journeys told.
Built for
- Executives & leadership
- CX leaders & VoC
- Operations
