The Customer Happiness Engineer

A few weeks ago, my wife and I were online shopping for stocking stuffers for our kids. She stumbled across a fantastic gift for our 10 year old son... bacon flavored chapstick. 

Gross right? Yet perfect for him.
Fast forward a few days.
We get an email from customer service stating their regret at not being able to fulfill the order due to lack of inventory. What was interesting to me was at the close of the email, the agent referred to herself as a Customer Happiness Engineer. 

Customer Happiness Engineer!?! 

Amazing. 

This is an individual who clearly understands their role and its linkage to what their organization is about. Their working title clearly articulates their mission, vision and purpose in their role.  

How refreshing. 

I'm encouraged that there are organizations out there that understand and value elegantly simple mission, vision and purpose statements.
It's this kind of clarity that provides inspiration and keeps employees aligned.

And in the end aren't we all, no matter what line of business we're in,  striving to be customer happiness engineers?

If not, you probably should be.

Sincerely,
Jordan Hodges

"Aspiring Customer Happiness Engineer"

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