About Happiness:

• It can be caused by anything or anyone
• Everyone has different happiness triggers
• Happiness triggers change as time goes by
• Happiness triggers’ taxonomy

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About Us:

• We all want to be happy
• We all want to have a successful business
• We all want to maintain our successful business and make it even better

How to Run a Successful Business?

Happiness

Customer

How/Why

Science

Studies

• A study of major lottery winners found that on average, they returned close to their baseline level of happiness within one year.
• Happiness research has shown that the quality and quantity of relationships is one of the most influential factors in increasing happiness.

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From The Happiness Hypothesis: Finding Modern Truth in Ancient Wisdom By Jonathan Haidt

A Wise Man Once Said:

• From the moment a customer hears about you, enters your store, starts using your product or arrives at your website, a relationship is created. And it is up to you to nourish that relationship.

A Wise Bald Man Once Said:

• From the moment a customer hears about you, enters your store, starts using your product or arrives at your website, a relationship is created. And it is up to you to nourish that relationship.

Davor Altman

Happiness Engineer at Automattic

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@izuvach

davoraltman.me

customerhappiness.rs

Customer Happiness

• We are all customers
• The majority of us in this room have their own customers

The Questions We Need to Ask

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• When do I, as a customer, become happy?
• When do our customers become happy?

When Do I, as a Customer, Become Happy?

• You can confirm that the product you bought (the service you used) is of good quality and you are satisfied with its performance
• You are amazed by the product or service by how much it exceeded your own expectations - Customer Delight
• You are relieved that the product or service wasn’t as bad as you expected

Customer Satisfaction can be defined as stepping out of the experience in order to evaluate it. Someone can have a positive experience which can lead to a negative one because, even though the experience was positive, it wasn’t as positive as one expected. Thus, satisfaction or dissatisfaction is not just an emotion, it’s an evaluation of that emotion.

From Consumer Behavior by David L. Loudon, Albert J. Della Bitta

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Performance of the product/service

Customer Expectations

Customer Satisfaction

Customer Happiness

Customer Loyalty

Business Grows

Word of Mouth/Mouse

New Customers

S=f(E,P)

Customer Satisfaction is a function of the customers’ expectations and the performance of the product or the service.

By Oliver, Richard (1981), "Measurement and Evaluation of Satisfaction Process in Retail Settings”

Perfect Product

Expectations

Batman Happy

Batman Not Happy

Perfect Product

Batman Happy

Batman Not Happy

How can I help? :)

Why Wouldn’t We Just Lower Customer Expectations?

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• When we set high expectations, we are making it more difficult for the competition to stay in the game.
• We are growing together!

Food for Thought

• Like WordPress hooks, we can choose to hook on the positive emotion of the customer.

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• Support Engineer Happiness Engineer

Feedback?

You can always reach out to me at davor.altman@gmail.com