Happy Customers

“At the heart of a successful business strategy is a customer experience that is elegantly simple and positive, where consumers are likely to come away satisfied – and return.”

– Andres Angelani, CEO of Softvision

As we continue our discussions on signs of operational effectiveness, we need to include a significant indicator: happy Customers. Unfortunately, there are some organizations that do not even know whether their Customers are happy. Therefore, having a clear understanding of the signs that indicate a happy Customer aligns with creating operational effectiveness.

A Customer is happy when:

  • Services or products are consistently delivered on time and are error free.
  • Staff provide timely responses to Customers’ inquiries, questions, and/or concerns.
  • The Customer believes in the organization so much he/she returns for additional services or products.
  • The organization provides routine updates on changes, improvements, or anything that could impact the Customer.
  • They are treated as if they are the most important and only Customer the organization has.

To monitor and increase the probability of a happy Customer, consider the following simple methods:

  • Clearly define the characteristics of a happy, satisfied Customer.
  • Define criteria to measure this.
  • Establish a method to routinely obtain input from Customers.
  • Evaluate that input to identify those opportunities for improvement.

A happy Customer, per Gregory Ciotti, Content Marketing Lead at Shopify, is described as follows:

“A satisfied customer is one who will continue to buy from you, seldom shop around, refer other Customers and in general be a superstar advocate for your business.”

A happy Customer is yet another sign of operational effectiveness.

Leave a Reply

Your email address will not be published. Required fields are marked *