There are three types of happiness that a business can give their customer:
1. The “Expected” Happiness:
The first happiness that comes from their jobs well: good service, products in stock etc. Doing the thing expected of them without hitch, or correcting issues without questions etc. This “feeling” is short term.
2. The “Unexpected” Happiness
This happiness happens when a business does something unexpected: a thank you letter, a free gift or voucher with purchase etc. This “feeling” is mid term.
3. The ” Belonging” Happiness
This happiness comes about when customers feel that they belong in a group that provides special benefits: a VIP group, a social club, a special database. This feeling is most long term.
I know that we are all busy providing the expected happiness to our customers. How much time do we devote to the “unexpected” and “belonging” happiness?