
Measuring 'Customer Happiness Index' One Step at a Time
Jon Landau is Director of Customer Engagement for huddle.net, a highly popular online SaaS collaboration platform growing by leaps and bounds. (BusinessWeek has even said huddle.net ‘may be the next Google’!) When Jon spoke at this month’s ParaFest, he’s not shy about the ambitious plans he has for huddle.net. Simply, Jon is out to make huddle.net the first in the biz to deliver what he calls ‘enterprise level delight’. In a nutshell, Jon wants to take the highly successful, customer-centric Zappos model to B2B. In fact, huddle.net folks talk about customer satisfaction in terms of ‘chi’ – ‘customer happiness index.’
To measure ‘chi’, they’re doing a lot of the right things right: with just one support agent, they’ve got an impressive 95% self service rate today. And they’re looking to deliver 98% self service from the support portal. So naturally the quality of the knowledgebase is a top priority. For Jon, providing “outstanding self-service material” means not only is the content up to date; it goes beyond text to include screen shots, video, tutorials to appeal to varying customer preferences. Regular ongoing surveys help ensure the knowledgebase is doing its job. Read more »