Chapter 13. Make Happy Customers
All businesses, irrespective of business model type (B2B, B2C, digital, hardware, services, etc.), share a common universal goal: make happy customers.
Making happy customers is not the same thing as making customers happy. Making customers happy is easy—just give them lots of stuff for free. But that doesn’t lead to a working business model. Making happy customers, on the other hand, is not just about making customers feel good. It’s about helping customers to achieve results (desired outcomes).
This chapter will show you how.
The Altverse Team Learns About Behavior Design
Steve kicks off the next team meeting by highlighting their current progress. “At this point, we have eight architecture firms using Altverse, and we’ve delivered three finished models to date.”
“I would have expected more models. Why so few?” asks Mary.
“Some of it is due to delays on their side,” Steve responds. “We’re waiting for them to get back to us with plans and specs. But while we’re waiting, I’m taking advantage of the downtime to build out the pricing module.”
“Has anyone pitched the pricing module to the architects, or did they ask for this?” Mary asks.
Lisa and Josh shake their heads.
“Then why are we building this now?” Mary presses.
Steve jumps in. “I thought we’d get ahead of the curve—”
“Demo-Sell-Build isn’t just for the MVP,” interrupts Mary. “It’s how you should validate every major feature that takes on a new JTBD from here on out. But more importantly, ...
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