“It’s Always About The Customers”
All levels of the company are now adopting a more customer-centric mindset. Before making any decision, they first consider what the customer wants and aim to base every action off customer insights.
“HappyOrNot helps us confirm the strategy behind the decisions we make,” Patrice tells. We ask ourselves, ‘Are we busy with the right things? Arewe focused on the right priorities?’ Sometimes we have big discussions, but in the end it’s always about the customers. We do what the customers want.”
Rather than wait months to make changes based on customer feedback, they can be more proactive. And testing new ideas feels less risky. “Instead of losing six months of sales, you can actually A/B test,” says Patrice. “What if we try this thing and put it here? Does it have an impact on customer satisfaction and sales?”
Even before they see an increase in sales, they can show the impact of their improvement strategies by pointing to the increase in customer satisfaction results.