There is consensus about the importance of customer retention. A study by Econsultancy found that 82% of companies agree that retention is cheaper to run than acquiring new customers build this culture .
So far, so good, but…how can we achieve customer retention? How can we achieve the much-desired consumer loyalty? According to the philosophy build this culture of Customer Happiness , the key is to make them happy.
The above answer leads us to new questions: Is it a company’s responsibility to make its customers happy? Is it even possible for this to happen? Read on and you’ll find out.
Customer happiness as a corporate
philosophy emerged in 2014. Technology companies in India were the first to use the term and define the functions of the Director of Customer Happiness .
The translation of customer happiness into Spanish is “happy customer”. It is not the first philosophy related to happiness to emerge germany telegram phone number list in the corporate world. There is also the term corporate happiness , focused on employees.
Developing a strategy based on customer happiness is a complex task. This is because happiness is an abstraction with a high degree of subjectivity, which makes it difficult to measure objectively .
Not to mention that what makes one customer happy may make another customer uncomfortable or simply indifferent. This sales quotas: how to define them in 5 easy steps subjectivity demands additional effort from the organization.
What the company can and should do is provide each client with whom it establishes a relationship with that feeling of subjective well-being that inspires them to continue the relationship and helps them to be happy.
This is what Customer Happiness is all about: it is an approach that measures and requires that the organization is completely and continuously build this culture focused on the customer, both in terms of processes and employees,
regardless of their hierarchical position
Customer Happiness is based on customer feedback. By revealing consumer needs and aspirations, it proposes adapting the product and service offering to the real expectations of customers.
Organizations that have implemented Customer Happiness have entrusted this profile with the management of the Customer ao lists Service area, as well as the responsibility of ensuring that the customer culture prevails throughout the company.
To build a culture of customer happiness, it is necessary to formulate a proactive, innovative strategy that facilitates innovation and continuous improvement,
It is also essential to find the right person to lead it. The Director of Customer Happiness is responsible not only for formulating build this culture the improvements, but also for their discussion and implementation.