What Xbox taught me about customer experience (and then forgot)

Fri, 12 Jun 2026 12:11:49 +0100

I worked for Xbox during the Xbox 360, PlayStation 3 and Nintendo Wii era.

Proper console wars.

I spent a lot of time on the road, visiting stores and showing staff the latest Microsoft products. Feature sheets, demos, the whole thing. My job was to help them understand why Xbox was the one to back, so it was the console they thought of when a customer asked for advice.

Your business runs on folklore. That's the problem.

Wed, 27 May 2026 11:55:16 +0100

If your business would fall apart when one spreadsheet goes missing, you don’t have a scrappy operation.

You have a fragile one.

And most scale-up SMEs don’t notice they’re fragile until something small - something that shouldn’t be a problem - exposes the whole thing.

Someone goes on holiday. A board paper needs numbers by Friday. A new hire asks where to find revenue by client. A customer wants an honest update and three people give three answers.

Scale-Up on Jon Munson

What Xbox taught me about customer experience (and then forgot)

Your business runs on folklore. That's the problem.