The other day I made a phone call to our internet provider trying to fix our connection. After going through the routine questions with the operator, I was transfered to support. After about a half hour of trying to fix the problem, the non-native speaker told me to call back in an hour and then they could fix the problem. I did as was directed and sure enough, when I called back the shifts had changed and I had to go through the whole procedure again. What a bunch of bologna!
Companies in every industry are delivering these miserable experiences every day. Many companies are losing business by frustrating their customers over and over again. What they don't realize, is that there is money to be made when you make your customers happy. Happy customers are loyal, they are repeat customers and they drive your marketing for you. How is your company making its customers happy?
I recently viewed a slide show online about how to make happiness your business model. This slide show explained not only why it was important to make your customers happy, but how to make them happy. Outlined below are the pillars of happiness every customer desires.
- self-esteem or set point
Not only do companies need to create happiness, but they need to know what works against it. Below are the barriers of happiness.
- Lack of control
When a company offers these pillars of happiness and avoids the barriers they will thrive in their industry.
One industry that has set the bar incredibly low for producing happy customers is the airline industry. However, Southwest airlines has turned these unhappy customers into an opportunity to make money by making them happy. SouthWest has applied the pillars of happiness and has avoided the barriers. Their customers truly do "feel free to move about the country."
What is your company doing to generate happy customers? What can you do better to create a happy environment for your customers?
If your company company wants to make more money, then just focus on making people happy.
Check out Happiness as Your Business Model to learn about these pillars of happiness and its barriers.
[tags] SouthWest, Marketing, Customer Service [/tags]