Issue 7: Customer Happiness
Today, customer journeys are increasingly multi-channel and multi-touch. They are widely distributed and deeply mediated by technology. It’s not enough to make promises. Showing up throughout a customer’s journey is what matters. Engaging with customers matters. Interactions must be your main activity – as intentional and invariant as they can be. It is the only surefire way to foster customer happiness.
To this end, building an organization that can show up for its customers in the most consistent, meaningful, and thoughtful way is the key. This means organizing your product, people, and processes around the emotion of happiness. It means fostering a culture of happiness. It means measuring happiness as a metric of success. It means building an organization that is, itself, happy.
Around 40% of our happiness comes from our experiences. How can products contribute in a positive way?
Businesses don’t create happy customers accidentally. If satisfaction isn’t good enough, you need to set out values that put customer happiness at the very core of your company.
Existing metrics measure happiness-adjacent qualities. Tracking genuine customer happiness requires a fundamentally new approach.
Science confirms that happiness is a powerful emotional contagion. To cultivate it in a workplace, Maslovian practices are ideal substrates.