Secrets to creating happy, lasting customers #HappinessWeek
The week of 17 to 23 March this year is #HappinessWeek all around the world, centering on 20 March, which is the International Day of International Day of Happiness, as designated by United Nations.
This year’s theme is ‘Happier Together’— focusing on what we have in common, rather than what divides us. Life is happier when there is mutual togetherness and inclusiveness at every level in society.
The week-long event was conceptualised and founded by Jayme Illien through a life spent saving orphaned and abandoned children, and many years theorising about solutions to the human condition and the great challenges facing humankind.
The answer to Unconditional Happiness
Which leads us to the World Happiness Report 2019...
One chapter notes that “digital media use predicts lower well-being later”. In addition, the indirect effects of excessive digital media consumption displaced time spent on face-to-face social interaction and sleep.
Deprivation of social interaction is a clear risk factor for unhappiness and low well-being.
“Even if digital media had little direct effect on well-being, it may indirectly lead to low well-being if it displaces time once spent on face-to-face social interaction or sleep.”
Then again, technology has also been used to balance out excessive digital media consumption.
The report noted that improved analytics of Big Data in every strata of society have allowed humans to gain unprecedented levels of insights into what makes people happier. This has directed digital transformation towards improving human communication (in both social and business realms), unity and inclusivity; collective power and so on.
Enhanced global connectivity is helping bridge digital divide and raise human consciousness about climate change, pollution and urgent social issues.
Can better connectivity promote global happiness?
Technology has proven to be both the root of some deep-seated global problems and the enabler of sustainable grand solutions.
Obviously, no one has all the answers yet; suffice to say, intelligent human communication and connectivity are key to bridging the disparate solutions and ideas into something that quell all the existential problems on earth.
Through the decades, humans have relied on the communications industry to facilitate progress.
As a victim of their own initial success, telcos soon faced intense competition. This in turn led to complex pricing models, rigid contracts, poor aftersales support and a neglect towards customer-centricity.
With mounting pressure on the industry to remain relevant in the face of digital service providers, OTTs and digital media companies, telcos have been reinventing the entire global sector with new ways to improve the customer journey and keeping customers happy.
This nascent Telco 3.0 movement may well mark the start of new synergies in the global objective of unifying the business face of humankind, by:
• improving the quality and depth of human communication
• drastically reducing inequality and exclusivity,
• facilitating altruistic commerce and sound technological ethics
• fostering unprecedented levels of transparency and positive actions
• ultimately bridging and healing rifts that have been the root of so many deep-seated problems
Driving business with morality and altruism
Successful businesses are often judged by how happy their customers are. However, it’s probably easier to sell a product or a solution than keeping loyal customers after closing the deal.
Enlightened organisations realise that they should focus on solving customers’ pain points instead of just simply selling products and finding new customers to replace lost ones.
It was precisely the bad rep of legacy telcos that inspired the advent of cloud service and digital service providers, many of which are visionary, disruptive companies grounded on the belief that customer happiness is the holy grail of good business.
Such startups and unicorns live and breathe customer empowerment with intuitively simple, self-service, on-demand products and features.
Furthermore, their offerings are cost-effective, scalable and sustainable, while at the same time remaining open to competitive and collaborative solutions that best fit customers’ unique circumstances and aspirations.
These digitally-native corporations have the urgency to constantly innovate new solutions to enhance their customers’ journey, making sure to travel each step side by side with them by offering strong after-sales support is 24/7/365 and no disastrous downtime.
For example, we at Epsilon push for world-unifying concepts such as software-defined networking and the use of APIs to help businesses break free from headaches and complexities.
We no longer conform to the ways of the past.
The transformation of our business model continues to bring new value to both existing and future customer base.
We offer managed carrier-grade network-as-a-service (NaaS) solutions, making them available on a single multi-service port and self-service provisioning via our SDN platform, Infiny. It is about making connectivity as simple as possible for our customers to better serve their end users.
So, let us celebrate the week of International Happiness by delighting in the culture of excellence.
What are some of the things you are changing in your organisation to keep your customers happy?