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Happy or satisifed customers?

February 13, 2011

Many companies are obsessed with their customer satisfaction scores and look to make customers satisfied.

Software company, 37signals believe that’s satisfaction is a pretty low bar and believe the right criteria is happiness.

Here’s 37signals belief system around happiness

happy

Here’s how people get given the opportunity to rate them

happy2

It’s a great example of turning industry convention on its head and coming up with an idea that seems to make a lot more sense, but allows you to leap over your lumbering, inflexible competitors.

Posted by Ed Cotton

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