{"id":19588,"date":"2021-04-11T09:55:25","date_gmt":"2021-04-11T08:55:25","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=19588"},"modified":"2025-06-05T12:52:56","modified_gmt":"2025-06-05T11:52:56","slug":"game-of-thrones","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/game-of-thrones\/","title":{"rendered":"Four ways Game of Thrones teaches us about customer experience"},"content":{"rendered":"

It\u2019s been a couple years since the completion of HBO\u2019s hugely successful series, Game of Thrones. If you haven\u2019t seen it yet, don\u2019t worry: We won\u2019t spoil the ending for you! Instead, we\u2019d like to share some surprising wisdom that the series\u2019 characters impart about customer experience.<\/p>\n

Admittedly, the series is chock-full of advice you shouldn\u2019t take (we\u2019re certain that Stannis Baratheon has some regrets in the Melisandre department), and fending off ice zombies isn\u2019t really something you have to deal with. Still, here\u2019s 4 customer experience<\/a> lessons you can learn from watching Game of Thrones (spoilers ahead!):<\/p>\n

1. The contents of a man\u2019s letters are more valuable than the contents of his purse<\/h2>\n

In the cutthroat world of Westeros, where everyone is always plotting something, one master of whisperers reigns supreme: Lord Varys aka the Spider. Thanks to his web of spies, or \u201clittle birds\u201d as he calls them, he knows pretty much all the secrets in the realm. He\u2019s definitely your go-to guy if you\u2019re looking to make some calculated decisions.<\/p>\n

Though not a matter of life and death, gathering data can\u00a0help you spot problems in your service delivery<\/a>. And sharing knowledge will certainly benefit your customer\u2019s experience too. Especially if you\u00a0use the wisdom of the crowd and implement KCS<\/a>.<\/p>\n

2. Know what a man wants, and you\u2019ll know how to control him<\/h2>\n

Having\u00a0statistics and measurements<\/a>\u00a0in place is a good start to improving your services. But if we look at Daenerys, she teaches us that true power lies in the voice of the customer \u2013 which she learned the hard way.<\/p>\n

Sure, Dany cares deeply for people, making it her personal mission to free any slaves she comes across on her way to King\u2019s Landing. But is a free man a happy one in Westeros? Apparently not always. Some freed slaves were extremely unhappy in their new situation. They now had no place to go, and no means to look after themselves.<\/p>\n

So, even if you think you\u2019re doing the right thing, and you\u2019re offering what you believe to be an awesome customer experience, it\u2019s important to figure out what your customers really want.\u00a0Customer journey mapping<\/a>\u00a0is a great way to take the guesswork out of your services and view your services through your customers\u2019 eyes. Wouldn\u2019t you love a Warg like Bran on your team?<\/p>\n

3. The lone wolf dies, but the pack survives<\/h2>\n

The minute you\u2019re born in Westeros (quite literally, if you\u2019re Ramsay Bolton\u2019s sibling), someone could be plotting to have you stabbed. Or poisoned. Or burnt at the stake. You catch my drift. Did I mention it\u2019s a harsh world out there?<\/p>\n

Your best bet to stay alive (for a while a least) is to team up with another house. In season 7, the heaviest hitters in the realm even propose a truce in order to work together with a single purpose: defeat the army of the undead bearing down from the North.<\/p>\n

Alright, it\u2019s not like you\u2019ve got an ice dragon waiting to huff, puff and blast down the wall of your service desk. But if your service departments team up and implement\u00a0Enterprise Service Management<\/a>, you\u2019ll pave the way for a great customer experience. Why? Because it makes your customer\u2019s life a lot easier if they only have to contact one service point or portal for all their questions.<\/p>\n

4. Jon Snow does know something<\/h2>\n

When Jon Snow learned that the Wildlings were fleeing from the White Walkers, he made an important decision: to open the gates to Castle Black and welcome the Wildlings with open arms. Was it the right thing to do? Perhaps. But some members from the Night\u2019s Watch were less than impressed. And in Westeros, being less than impressed means you\u2019re a dead man (albeit temporarily).<\/p>\n

What Jon didn\u2019t realize, was that you need to manage people\u2019s expectations. How were his men supposed to know that he\u2019s such a compassionate guy when they elected him?<\/p>\n

One very effective way for your service desk to manage expectations and be more transparent is through a\u00a0Service Catalog<\/a>.<\/p>\n

Jon Snow has some words of wisdom about transparency, which your service desk can also take to heart: \u201cWhen enough people make false promises, words stop meaning anything, and there are no more answers \u2013 only better lies and lies.\u201d Well said Jon.<\/p>\n

If all else fails, get a dragon \ud83d\udc09<\/h2>\n

Take it from Cersei: \u201cWhen you play the game of thrones, you win or you die\u201d. So, pay those spies, become a Warg, team up with other houses and befriend the Wildlings \u2013 and your service desk might just make it to the Iron Throne. And if all your customer experience efforts fail? You can always get a dragon.<\/p>\n

I\u2019d love to hear your thoughts: What valuable service desk lessons did you learn from Game of Thrones?<\/p>\n","protected":false},"excerpt":{"rendered":"

It\u2019s been a couple years since the completion of HBO\u2019s hugely successful series, Game of Thrones. If you haven\u2019t seen it yet, don\u2019t worry: We won\u2019t spoil the ending for you! Instead, we\u2019d like to share some surprising wisdom that the series\u2019 characters impart about customer experience. Admittedly, the series is chock-full of advice you<\/p>\n","protected":false},"author":1,"featured_media":19597,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-19588","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":28095,"blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\n4 Customer Experience Lessons from Game of Thrones<\/title>\n<meta name=\"description\" content=\"HBO's series shares some surprising wisdom regarding CX. 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