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.