What makes people happy?
We all love happy customers! Happy customers generate revenue, provide useful feedback and are the best evangelists for your products and services. But what makes a happy customer? What is the deciding factor between happy customers and lost customers?
It might surprise you that data is a great way to understand happiness, a core human emotion. In fact, using data to understand happiness is extremely important because different customers will express happiness in different ways!
One of the easiest traps to fall into is to assume that the customers you speak with represent the majority of your customers. For example, the customers you take out to dinner every few months may love your product or they might love the fact that you take them to dinner. If most of your customers that call customer support are angry, remember that they only call customer support if they have problems. You need a better way to measure happiness than to rely on occasional customer conversations or customer support requests.
This week we will cover happy customers—how to identify them and how to use data to make more of them. Specifically we will cover:
- Part 2 – Who is happy? (Net Promoter Scores)
- Part 3 – Segmenting Happy Customers
- Part 4 – Qualitative feedback
- Part 5 – Advanced feedback – The Kano Model
Tomorrow we get started with NPS scores which are the easiest way to quantify customer happiness!
Quote of the Day: “Clap along if you feel like a room without a roof, Because I’m happy” – from Happy by Pharrell Williams