This might sound like a strange question in the context of financial services, but have you ever heard of Kintsugi? No matter if not because I’m about to explain exactly what it is – and why it matters to your complaints handling team.
For those who haven’t come across it before, Kintsugi is the art of repairing broken pottery. Fixing broken pots and dishes might not sound that impressive (or seem to have much bearing on complaints and customer experience) but the philosophy behind it is both fascinating and highly useful.
In Kintsugi (which translates as ‘golden joinery’), the broken pottery is repaired in a specific way. The pieces are held together with a special mix of lacquer and gold powder – creating a golden seam that serves not to hide the break but highlight it. The piece of pottery is not as good as new; it wears its golden scars with pride. They are now part of its history and something to be cherished.
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Whatever caused the item to break has, instead of …read more