Tag Archives: Happiness

Hacking H(app)inesss by John Havens

Editor’s Note: This post
is written by Annie Pettit, PhD, the Chief Research Officer at Peanut Labs,
a company specializing in self-serve panel sample.

OPENING MORNING
KEYNOTE
Hacking H(app)iness ‘ How to Give Big Data a Direction 

John Havens, Founder, THE H(APP)ATHON PROJECT,
Author, HACKING H(APP)INESS- WHY YOUR PERSONAL DATA COUNTS AND HOW
TRACKING IT CAN CHANGE THE WORLD
  • What are YOU worth? What are WE worth? Money? Home life,
    family
  • I think therefore I am’ I sync therefore I am ‘ our identity
    is our data
  • It’s more than being on facebook. Lots of people are on
    facebook via photos and references even though they have never touched
    facebook.
  • Lots of things happen without seeing them ‘ sound waves,
    stress ‘ but can be quantified regardless ‘ facial recognition technology, MRIs
  • You can wear a device that measures your health or diet or
    fitness. Allows you to collect a lot of data without deciding exactly what you
    want to measure.
  • what is a data broker?  [i have no idea]
  • privacy should be considered as control, privacy is
    personal. do i have the right to see copies of data collected on me
  • the property that you collected, the data that you gathered,
    that’s ME.
  • get people to trust your use of their data and they will
    share more with you
  • people who are happier need less medication
  • hedonic happiness goes up and down as good and bad things
    happen; unomonic happiness is intrinsic well-being such as altruism which makes
    you feel like you have purpose
  • you can be choiceful about what you allow into your brain ‘
    you CAN turn off the 11 pm news, tell yourself 3 three you are happy about
  • ‘Do you want to go consume a movie’?   ‘Do you want to
    consume a barbie doll’?  This is not how people communicate with each
    other
  • Would you wear every wearable device if someone gave you $20
    000? Only if you trust them [yeah, not happening for me!]
  • People think the word consumer is impersonal, commoditized,
    transactional, negative. Why do we keep on using this word?
  • Consumers WANT to be called guest, shopper, friend, client,
    valued, customer, person, partner, patron
  • Stop calling them consumers. the paradigm won’t change. the
    relationship won’t change.  [I've switched. I call people people now.]
  • What are you worth? Not money.

Idea Gathering: Customer Experience News: Happily Ever After

The Total Customer Experience Leaders Summit provides both B2B and B2C case studies and translating these innovations and insights is a huge part of the value of the conference. Our unique idea gathering wrap-ups between sessions facilitate this translation and were one of our most highly rated features last year.

Here on the blog we’re doing a regular series of idea gathering wrap ups, pulling together some of our favorite stories on customer experience, customer experience design, and overall customer-centricity.

The infographic pictured here, recently published by Bolt Insurance, is a great illustration of some of our recent points here on the blog. If you click through and scroll to the suggestions at the end you’ll see that improving your company culture, offering loyalty rewards and listening to your customers online and through surveys are the main keys to keeping customers happy. We couldn’t agree more.

Via: Bolt Insurance

This post on The Huffington Post speaks to the company culture aspect of loyalty building, saying “In many cases, empowering employees to resolve customer issues will save you time and effort down the road. Employees should also feel confident that they have the backing of management, so that they can enforce company policies quickly and efficiently without the issue escalating.”

Elsewhere in customer loyalty news: Beth Hirschhorn, EVP of global brand, marketing and communication, and a member of MetLife’s executive group spoke with Forbes about Metlife’s customer-centric initiative. She is quoted as saying “for us the objective is to focus as much on existing customers as it is about obtaining new customers.”

The Harvard Business Review blog hosted a piece on “Three Myths about What Customers Want” that delves into the myths companies may believe about building loyalty and customer relationships. Key takeaways? Don’t underestimate the power of discounts and focus on your brand’s core values.

For an interesting look at how *not* to do customer service, click through to this piece from The Guardian. Yes, it is important to be listening online, but call centers or store associate availability by phone are still an important piece of the picture.

So what are you doing to remain “happily ever after” with your customers? Like any relationship, it takes work.

We’re looking forward to delving into the topic more at the Total Customer Experience Leader’s Summit which is now less than two weeks away. There’s still time to join us: register as a reader of our blog with code TCEL12BLOG to save 15% off the standard registration rates. Visit the webpage to register today.

Catch Up on Customer Care Tips

NACCM 2011 may be behind us, but that doesn’t mean we’ve run out of insights from the event.

NACCM speaker JoAnna Brandi (who’s session our guest bloggers covered here and here) is releasing her insights today via her “Return on Happiness” email list as well as the PowerPoint slides from her session “The Spillover Effect: How Positive Work Cultures Enable.”

Subscribe to her list to get access.

And as always, you can follow us throughout the year for more insights and industry information. Join our LinkedIn group to become a member of a worldwide community of customer care professionals, follow us on twitter @NACCMevent or become a fan on Facebook here.

What Makes YOU Feel Good at Work?

This is posted on behalf of JoAnna Brandi. It is co-posted on the Customers 1st Blog and JoAnna Brandi blogs.

According to my informal research people who feel good at work are more productive, like their jobs more, have better performance, are more likely to be creative, enjoy “going the extra mile,” and have more energy at the end of the day when they go home to be with their families or pursue hobbies and outside activities.

Help me with my research – every body has their own “Feel Good At Work Factor” and Amanda Levy and I are writing about it. Please help us understand more about yours.

Please go to our comments section after this blog entry and finish this sentence. “I feel good at work when…..”

If you’d like to see more of Joanna Brandi’s blogs, and comment on this post, visit JoAnna Brandi’s Blogs. You can also find out more by visiting her Customer Care Coach website. Joanna Brandi will be a keynote speaker at this year’s North American Conference on Customer Management, and has already been profiled on our Customer 1st blog. Stay tuned for her posts on the Customers 1st blog!

Customer Service Week with JoAnna Brandi — Day Three

On day four of customer service week, JoAnna Brandi talks about employee happiness and customer happiness.

Watch the video here:
http://www.customercarecoach.com/CSW2008/CSW_day4.asp

What can you do to promote happiness within your company? Do you have any activities you do on a daily or weekly basis to promote happiness within your organization?

All Fired Up

This is posted on behalf of JoAnna Brandi. It is co-posted on the Customers 1st Blog and JoAnna Brandi blogs.

Over the last year I’ve done some things that have some of my friends wondering about me. Maybe it’s that I’m getting better with age. Maybe it’s being afraid to age. Maybe it’s all these happiness coaches I hang out with and study with. One of the things we learn in happiness training is that positive psychologists have proven that the more time you spend using your strengths the happier you are. That makes sense. When you are doing something you are good at you feel good, and you usually get better at it. When you spend a lot of time doing something you are not good at you usually don’t feel as good. I can relate. So it turns out that the psychologists have found ‘ and have evidence to support this ‘ that if you identify your top strengths and spend time each week deliberately working to improve them, you will be happier over time. Certainly happier than if you identify your weaknesses and spend time each week trying to improve them. (Which is basically what I HAD been doing.) All righty then. Let’s get going. And so I went to www.viastrengths.com to identify my top strengths. (Warning: don’t go there without a food or at least a beverage ‘ the instrument they use to determine your strengths is long and a tad redundant, you’ll need at least a cup of tea or equivalent to get through it.) My first strength is creativity ‘ that was fun. I knew that, so it’s always fun to find ways to be more creative. My second strength it turns out is bravery and courage. What? Me? That was a bit of a shock. And so it was that I began challenging myself in ways I never thought I would. It all began with ziplining last year in Costa Rica. http://www.monteverdeinfo.com/canopy/tour.htm It looked something like this. Soaring some 120 feet above the ground scared the devil out of me, but in the end, I was thrilled and excited that I had done it ‘ and done it with a good attitude. I chose excitement over fear. I told everyone that would listen about my ‘SuperCheeka’ experience and reveled in the admiration. Me, a perennial scaredy cat, doing something brave and courageous – how cool was that? So I figured I’d done my brave deed and that would be that. Until I got that email from Connie and Karen. They are friends of mine from South Florida. They do workshops too. We met about five or six years ago and have a lot in common. Except that when you take one of their empowerment workshops you break things, bend things and end the evening walking on fire. I swear, I never, never had the desire to walk on fire. They’d been kind about inviting me to come and see their work, but I’d declined each time, until one day I got an email that said they were filming a corporate video and we asking friends to participate since there would be cameras starting and stopping and bright lights in the night. They invited friends that would be patient and would work with the awkward situation. It’s tough enough to do the activities in that workshop ‘ and with a cameraman in your face ‘ well! Well 53 friends showed up! From early afternoon until late in the night we broke boards, bricks and arrows. We bent rebar, walked on glass and then at the end of the night topped it all off with a little walk on fire. Everybody chose to walk (they say that never happens.) Even the cameramen walked (on walked while pointing the camera down on his feet. Everyone did the firewalk ‘ about 1250 degrees at its hottest ‘ and no one burned their feet. When you walk on fire things change. You learn that your mind is powerful. You get to see your patterns. You think differently about beliefs. There was no hypnosis involved. All choice. I’m the second one you’ll see on the video ‘ busting through the brick. And now I’m all fired up, because I have this belief that when I put my mind to something (and keep it there) that I can make it happen. By the way ‘ want a firepower seminar? Call me, I’ll fix you up. We now proudly tell our clients that board breaking and even firewalking are optional add-ons to any of our workshops. Empowered? You bet! Whooooooooooowahhhhhhhhhhhhhhhh! http://firepowerseminars.com

Also, check out JoAnna’s first customer service message for Customer Service Week here:
http://www.customercarecoach.com/csw2008/CSW_day1.asp

If you’d like to see more of Joanna Brandi’s blogs, visit JoAnna Brandi’s Blogs. You can also find out more by visiting her Customer Care Coach website. Joanna Brandi will be a keynote speaker at this year’s North American Conference on Customer Management, and has already been profiled on our Customer 1st blog. Stay tuned for her posts on the Customers 1st blog!