Better Customer Experience Excuses

I ran across an article in Yahoo! news about a company in Oklahoma that provides excuses. Here’s an excerpt:

For about $25, students and employees can buy excuse notes that appear to come from doctors or hospitals. Other options include a fake jury summons or an authentic-looking funeral service program complete with comforting poems and a list of pallbearers.

This got me thinking; why not create this same type of business for firms, not individuals. It could focus on customer experience. Rather than fixing their customer experience problems, firms could pay this new firm to provide excuses — maybe in the form of certificates like this (I came up with this in only 5 minutes in Powerpoint).


For those of you who are interested in starting this business or any do-it-yourself firms, here’s the template (click on the figure to get the Powerpoint slide)…


The bottom line: For all those firms that aren’t fixing their customer experience problems, they can now have a real excuse. 🙂

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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