How We Measure Customer Happiness
Happy customers return again, refer their friends, and drive organic growth. This is the most basic formula of growth for a business. But to know if our experiments to improve happiness are working, we need a robust metric. This article details everything we've done to measure customer happiness. It includes screenshots, results and raw data.
Business Strategy
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How We Measure Customer Happiness
Happy customers return again, refer their friends, and drive organic growth. This is the most basic formula of growth for a business. But to know if our experiments to improve happiness are working, we need a robust metric. This article details everything we've done to measure customer happiness. It includes screenshots, results and raw data.
Our Experience With B2C vs. B2B in Online Travel
Flightfox just turned four years old. That makes us ancient in startup years.
Throughout those years we’ve run many experiments to improve our customer satisfaction and growth. Initially just with consumer travel (B2C), but now with business travel (B2B) too.
The Happy Customer Experiment
At Flightfox we are most interested in growing through word-of-mouth. This is the cheapest, stickiest and most fundamental way to grow, but it's also often the most difficult because it requires a huge number of happy (and talkative) customers.
Why We Abandoned Crowdsourcing
We created Flightfox so experts could help you travel farther, wider and cheaper. At the time, we banked everything on crowdsourcing because it seemed the most effective way to find the best flights. Now, 18 months later, we no longer believe this and so we've launched an exciting new product. The results are so much better; here's why.