How happy were Buffer users in January 2013: The Happiness Report

“Customers may forget what you said but they’ll never forget how you made them feel.” ~ Anon

Welcome to the first Happiness Report of 2013!

Each month we share how we are managing support here at Buffer, as well as take a look at how happy people are when using our product.

We walk through what worked well, what perhaps didn’t work so well, as well as mention new things we’re trying as we push to improve how we deliver support and happiness.

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Measuring Customer Happiness at Buffer: December 2012

“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” ~ Donald Porter, V.P. British Airways

Well hello there! January has zipped by super fast but there’s just enough time left to share with you our third Happiness Report and dive into how we managed support during December and also how happy people are when using Buffer. We’ll walk through what worked well for the team here at Buffer, what perhaps didn’t work so well, as well as new things we’re trying on for size this new year.

A look at our numbers in December

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Measuring Customer Happiness at Buffer: November 2012

“Customer service is not a department, it’s everyone’s job.” ~ Anonymous

smileIt’s hard to believe another month has skipped by and it’s already time for our second Happiness Report, where we examine how happy people are when using Buffer. The first one was already super insightful and we made a lot of changes with the learnings from it. Especially with your great comments and suggestions!

Before the holidays kick into high gear, we want to take a look back over Buffer support through November – what worked well, what perhaps didn’t work so well, as well as new things we’re trying as we zoom towards the end of the year.

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Measuring Customer Happiness at Buffer: October 2012

positive feedback“Happy customers who get their issue resolved tell 4 to 6 people about their experience.” ~ White House Office

Welcome to our very first Happiness Report.

I’m really excited to share for the first time our experiences of delivering happiness to our awesome customers here at Buffer. Each month we will talk about things we have learned, look at our analytics and introduce new ideas for increasing happiness we will be testing over the next month.

Our philosophy for bringing happiness to our users

The culture we’re building at Buffer is one where customer support stands shoulder-to-shoulder with product development, with each aspect of the business having equal focus. It’s something Joel has referred to as the happiness advantage.

While Tom and the product team work hard to drive growth, it falls to everyone on the team to chip in and answer emails and tweets. With shared responsibility for customer happiness, we each do all we can to delight.

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The big list of 100 tools, tips and tricks to work more efficiently online

What does it take to be productive? It’s a question I often ask myself and to be honest I don’t have a great answer for it yet. One key discovery I’ve made over the past year or so is that I need to have great habits in place.

That’s why I’m working on a solid running routine and on a set wake-up time and sleep time. These things have been incredibly helpful for me and I know both Joel and Leo have discovered the same.

One other realization I had is that, as I now spend so much of my day working online, there are a heap of new apps being created all the time to help us all become more productive. Yes indeed, on top of Buffer, there are still dozens of amazing tools out there we use every day!

That’s why I thought of compiling a full list of 100 tools, tips and tricks for you to reflect a bit on your own productivity.

Of course, a sure fire way to fail might be to try and use all 100, which Joel pointed out to me when we discussed this post! So hopefully this can be a useful resource for you to dip in and out of, whenever you feel your productivity is in a slump. Here goes:

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