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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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