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Why do startups talk about Customer Happiness instead of Customer Service?
Customer Happiness is often misunderstood. Here’s what it’s all about.
Behemoths and monopolies take a long time to evolve — and usually they’re the ones talking about how agile they truly are. In reality, the world’s largest organisations take a long time to move simply because they are so big.
And when you’re shifting and transforming something that’s big — well, think about it? The thing scrapes, it takes a huge amount of effort, and it needs the space in the first place to actually start moving. This is the opposite of agility.
Smaller businesses, startups, fintech businesses and actually a fair few larger technology companies have mostly dropped the ‘customer service’ and the ‘customer success’ models, in favor of something way more modern and obviously, way harder to achieve.
Customer Happiness.
Far from being a cynical rename of the the same role, Customer Happiness doesn’t operate from the precept that everything with the service or product provision is broken and there are limited resources, time and money to fix things — or where the goal is to mend and pacify until something else goes wrong.
