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What dose mean by Customer Happiness (real Customer Happiness)

  • 1.  What dose mean by Customer Happiness (real Customer Happiness)

    TM Forum Member
    Posted May 09, 2019 05:07
    ​This time best approach for customer experience is to make your customer happy. What does happiness means and as every customer has own experience how to make real customer happiness?

    #CustomerExperience

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    Syed Hassan
    Etisalat UAE
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  • 2.  RE: What dose mean by Customer Happiness (real Customer Happiness)

    TM Forum Member
    Posted May 09, 2019 07:53

    What your customer feel about your services?

    What is his say on your service delivery and promises fulfillment?

    Answers to these questions will be good start to access customer experience.



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    Manorath Ganvir
    Etisalat UAE
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  • 3.  RE: What dose mean by Customer Happiness (real Customer Happiness)

    TM Forum Member
    Posted May 10, 2019 11:37
    Syed

    The definition of customer happiness is meeting or exceeding expectations of the service, now, expectations are not uniform among customer segments or markets and also are subject to multiple external factors like available competitive offers.

    In practice, the starting point of driving satisfaction is to understand the thresholds for each customer segment, analytics, and machine learning can help you there, but I would caution that happiness is not a good business objective if it doesn't translate on the companies bottom line.

    There are several implications to this last statement, mainly that you should drive to impact what customers will do (main decisions being loyalty, consumption, and referral) and not simply what they will say on a survey, also, not all customers are created equal and a happy customer that I am losing money with is not a wise use of limited resources.

    If you are attending the DTW I will be giving a short talk precisely on this subject.

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    Alfonso Miranda
    Bell Labs Consulting
    Alfonso.Miranda@Bell-Labs-Consulting.com
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  • 4.  RE: What dose mean by Customer Happiness (real Customer Happiness)

    TM Forum Member
    Posted May 12, 2019 11:08

    What your customer feel about your services?

    What is his say on your service delivery and promises fulfillment?

    Answers to these questions will be good start to access customer experience.

     

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  • 5.  RE: What dose mean by Customer Happiness (real Customer Happiness)

    TM Forum Member
    Posted Sep 01, 2020 10:41
    One simple way to start to understand what customers want is to try and write a persona or pen portrait of just whom that customer is. By building up a back ground to the customer you can start to see what each group would expect a CSP to deliver to their lives.

    Now a chatty kathy ( for want of a better phrase) whom is working mother in a retail role, will as a factor of both her usage and life style have a higher focus on voice call quality than say an Urban digital teen whom focus is on the use of OTT products and services like facebook etc.

    segment the client base by persona's so you can then see if you deliver what each group values when they need it. a great call quality at 1am is useless for kathy as she will be asleep, she needs it at 8am when she is getting the kids ready for school. however the digital teen will be on whatsapp at 1am maybe so they will need great connectvity.



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    julian paul
    Huawei Technologies Co. Ltd
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  • 6.  RE: What dose mean by Customer Happiness (real Customer Happiness)

    Posted Sep 02, 2020 07:09
    Well, Gartner defines Customer Experience Management (CEM) as "Customer experience management (CEM) is the practice of designing and reacting to customer interactions to meet or exceed their expectations, leading to greater customer satisfaction, loyalty and advocacy [1]". While in the other hand CRM (Customer Relation Management) platform can be seen as a mean to enable an organization to manage, analyse & understand interactions with past, current & potential customers, i.e. have a 360 degrees view on such customers on the basis of such transactions & interactions.

    Thus, how to make a customer happy? Is basically to improve their experience, how? To find the answer of this question I believe it will be always a necessity to look in the area of an overlap between the areas of the CEM & CRM, in particular, as each organization environment &  type of services, technologies etc. have different types of challenges & customers' demands. Yet,  within the telecommunication it has a unique imprints with the unlimited data available around their customers, allowing them to have a deep understanding of how to achieve the customers satisfaction  & address their challenges. Critical point, is to have a real time, proactive & reliable measuring metrics for the users/customers experience.

    Reference
    [1] https://www.gartner.com/en/information-technology/glossary/customer-experience-management-cem#:~:text=Customer%20experience%20management%20(CEM)%20is,customer%20satisfaction%2C%20loyalty%20and%20advocacy.

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    Mohammed Al-Kalbani
    Ooredoo Oman
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  • 7.  RE: What dose mean by Customer Happiness (real Customer Happiness)

    TM Forum Member
    Posted Sep 03, 2020 08:17
    For me, customer happiness is an emotional state that determines how a customer feels about their experience. Happiness is difficult to quantify. It's possible to have a successful customer interaction where they get they achieve a desired outcome through their interactions, and on the flipside, even if customers are happy, they might still leave if they are not getting their desired outcomes (that might be as simple as offers, services that are not available and unrelated to their interactions with the customers).

    There's an interesting Harvard Business Review article about why emotional connection matters more than customer satisfaction (https://hbr.org/2016/08/an-emotional-connection-matters-more-than-customer-satisfaction). It has an interesting viewpoint about companies focusing on customer experience have a goal simply to improve customer satisfaction even if satisfaction is already high and will not give them competitive advantage. They assert that emotionally connected customers are twice as valuable as highly satisfied customers and that while customer experience is a critical part of this but not the only aspect. The list of emotional motivators and the value they can bring is food for thought in the context of where customer experience ties in with customer happiness.

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    Edel Meehan
    IBM
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  • 8.  RE: What dose mean by Customer Happiness (real Customer Happiness)

    TM Forum Member
    Posted Sep 04, 2020 09:11
    For me, customer happiness is an emotional state that determines how a customer feels about their experience. Happiness is difficult to quantify. It's possible to have a successful customer interaction where they get they achieve a desired outcome through their interactions, and on the flip side, even if customers are happy, they might still leave if they are not getting their desired outcomes (that might be as simple as offers, services that are not available and unrelated to their interactions with the customers).

    There's an interesting Harvard Business Review article about why emotional connection matters more than customer satisfaction. It has an interesting viewpoint about companies focusing on customer experience have a goal simply to improve customer satisfaction even if satisfaction is already high and will not give them competitive advantage. They assert that emotionally connected customers are twice as valuable as highly satisfied customers and that while customer experience is a critical part of this but not the only aspect. The list of emotional motivators and the value they can bring is food for thought in the context of where customer experience ties in with customer happiness.

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    Edel Meehan
    IBM Corporation
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  • 9.  RE: What dose mean by Customer Happiness (real Customer Happiness)

    Posted Sep 07, 2020 01:47
    Edited by Sharad Gandhi Sep 07, 2020 01:48
    There is always a subjective definition of Happiness (or I rather call Customer Delight, customer advocacy). but for IT world (specifically Telecom IT), there is need to parameterize it for planning critical transformation journey.

    In one of the business consulting engagement with a client in Egypt, we identified the key matrices and its acceptable thresholds.

    We developed a methodology that links IT parameters to CX and its impact on top-line.

    Output has been a fabulous artifact to  develop a business case.

    Sharad Gandhi
    asiaus.systems




  • 10.  RE: What dose mean by Customer Happiness (real Customer Happiness)

    Posted Sep 07, 2020 02:23
    Take care not to discriminate against unhappy customers
    https://www.theregister.com/2020/09/04/salon_told_to_change_ad_discriminating_against_unhappy_people/

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    James Crawshaw
    Omdia
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  • 11.  RE: What dose mean by Customer Happiness (real Customer Happiness)

    TM Forum Member
    Posted Sep 08, 2020 07:39
    Hello Syed,
    After working for more than a decade in services I personally feel that customer happiness is more about enabling your customer to achieve their desired goal from engagement and an experience that use wants to repeat. It is less about value you delivered to them and more about value they feel after consuming the service.
    We as vendor or operator are more likely to achieve this as we more and more understand their needs, concern and transform that into set of easy to use products/services that make them realize value of provided service.
    Doing the the expected might satisfy them but doing the unexpected with positive impact and add-on benefit is what that makes them happy and considerably influence their decision making..
    We can do that only we as organization feel as consumer of the service and then deliver that to customer...
    BR//
    Amit

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    Amit Singh
    Ericsson Inc.
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  • 12.  RE: What dose mean by Customer Happiness (real Customer Happiness)

    TM Forum Member
    Posted 16 days ago

    Customer happiness relies on customer experience (CX). Today, customers expect a digital-focused CX that empowers them to have more control over their accounts with easy access to their service providers to resolve any issues that may arise. And they want to be able to do so with the convenience of using any platform of their choice: from social platforms such as WhatsApp and Facebook to voice assistants like Cortana and Alexa, customers expect an omnichannel experience.

    In most markets around the world, customers have the luxury of choice. There are several voice and data players for them to choose from, and CX acts as a major differentiator. Enabling seamless connectivity at competitive prices is a no-brainer. But what other factors set a service provider apart in the mind of the customer? Here are a few to begin with:

    • Customizable and flexible plans
    • Offers and discounts that are relevant to them
    • Loyalty bonuses and privileges
    • OTT services
    • 24x7x365 customer support (chatbots are a great option to enable this)
    • Digital payment options
    • Self-reliance in accessing all of the above

    There are several great solutions that let a service provider build a network that enables all of this and more. A robust digital business support system and operations support system (BSS/OSS) is at the core of a modern and digital platform. It enables a host of features and services, such as end-to-end network management, self-care, billing and charging, wholesale and enterprise services, partner management, and much more.

    Regards,

    Prakash Parmar



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    Prakash Parmar
    Alepo Technologies Inc
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