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 an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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