Every business needs a higher purpose, a reason to exist that both leads and transcends what the business does on a day to day basis.
We are no different at Localz. Ours is “Delivering Happiness”. It’s alarmingly simplistic. It’s a challenge we have found with our software - when it’s working well, it makes the experience so simple and efficient, removing layers of effort and automating the mundane to the point that it’s pretty much invisible. All you’re left with is a feeling - happiness.
Whether it’s collecting a new purchase from a shop via Click & Collect, or a parcel or service being delivered to your house or office, when the experience is that it turns up exactly where and when you want it to, your brain automatically releases a little bit of serotonin - the 'happy hormone'. The fun thing is, it doesn’t really matter what it is either - it could be something really mundane being delivered - but when it happens as you want it to, you end up just a little bit happier.
Conversely, the opposite is also true. We’ve got so used to service people turning up late, deliveries appearing at random times (or not at all), and nightmare collection experiences. Our brains start to worry that they might not get that nice serotonin hit at all, and we get anxious. The anxiety makes us start to check that the delivery is still on track, that it will turn up, that the parcel is ready to collect. We want reassurance, or to be let down early so it’s less of a disappointment.
Companies who use our software, find not only their customers are happier but their staff are too. It’s much nicer to give the customer what they want, when they want it, rather than have to deal with their complaints. When staff are happier and less frustrated, they provide a better customer experience.
The efficiency that comes with this creates a nice virtuous circle that inevitably leads to better results for the company through lower costs, higher customer advocacy and more revenue. So the owners/investors are happier also.
So while it initially felt quite simple, we’ve come to realise that Localz reason to exist - of delivering happiness - is powerful, potent and positive. We are delivering happiness to millions of people and the companies they buy from, and it feels great!
Why the buzz of happiness is great for customer and supplier, by Tim Andrew, CEO of last-mile technology provider, Localz.