How much did your last investment cost if it didn't change your customers' behaviour?
HappyLab
Discover where to invest first to create greater impact on your customer experience.
Marketing. Training. Renovations. Consultants. Technology.
Do you make investment decisions based on evidence, or on assumptions that simply sound convincing?
You never stop investing in improvements, especially those intended to enhance the customer experience.
Most investments are justified by familiar arguments:
“We need better service.”
“We need to modernize our concept.”
“We need to renovate the property.”
“We need stronger branding.”
But here’s the real question:
What was that decision actually based on?
An architect can carry out an outstanding renovation.
An agency can create an outstanding campaign.
A consultant can implement an outstanding action plan.
A coach can build an outstanding leadership team.
Each and every one of them can do an excellent job.
But they all start from a decision that has already been made.
What if the priority was wrong from the beginning?
Perhaps service was never the problem.
Perhaps communication wasn’t the issue.
Maybe the facilities weren't holding you back.
Perhaps your guests simply stop seeing value in some other part of the experience.
No execution, no matter how well executed, can correct an investment based on the wrong priority.
HappyLab:
Investment Prioritization Assessment
Before deciding where to invest next, we identify where your business is actually losing value throughout the customer experience.
Our diagnosis compares three perspectives that are rarely analysed together:
- Management’s intention: the experience you planned.
- Operational execution: the experience your teams actually deliver.
- Customer perception: the experience your guests truly have.
When these three perspectives are out of alignment, businesses continue to invest.
But customers keep experiencing something different.
That’s why our goal isn’t to tell you how to execute a project.
Therefore, our goal is not to say how to execute a project. It is to show which project deserves to be executed first.
It’s to identify which project should be implemented first.
Because the difference between an investment that yields results and one that simply provides peace of mind rarely lies in execution.
It lies in the quality of the decision itself.
Who is HappyLab for?
HappyLab IS designed for organisations that want to:
✔ make investment decisions based on evidence rather than assumptions;
✔ understand how customer experience directly affects profitability;
✔ identify the real cause before investing in solutions.
HappyLab is NOT for organizations that:
✘ are looking for another list of best practices;
I simply want to copy competitors;
✘ believe customer satisfaction scores answer every question;
I have already decided where to invest and only want someone to validate the decision.
Most specialists help you execute a decision.
We help you make the right decision before execution.
We identify where management, teams and customers stop sharing the same perception, and transform those gaps into clear investment priorities.
Discover where your business is losing value before it appears in your financial results.
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Most business problems begin long before sales start declining.
Align leadership, teams and customers around the same reality.
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A poorly prioritised investment can consume months of work and thousands of euros without changing how customers perceive your business.
Invest less. Create greater impact.
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The answer isn't always investing more. It's knowing where your next investment will create the greatest return.
The Method
Three stages to better investment decisions.
Where did the decision originate?
Intent
Understand how your organisation makes strategic decisions.
Where did the decision lose alignment?
Perception
Identify the perception gaps between management, employees and customers.
Where should you invest first?
Prioritization
Turn those insights into clear investment priorities that improve customer experience and business performance.
Who developed the method?
Prof. Juliana Cândido Custódio, PhD
Postdoctoral Researcher in Consumer Psychology
PhD in Strategic Management
Public Relations Specialist and Marketing Expert
More than 20 years of experience in market research for strategy and branding consultancies
International Professor
Expert in competitiveness and business relationships
Test your next investment before your next season begins.
Discover where to invest to genuinely improve customer perception, attract better talent and strengthen your competitive position.
FAQs
No!
HappyTrack brings a new concept and a new management philosophy for your business.
Our but is to create a learning environment and continuous improvement So that you can use our solution independently for your decision-making! Thus, we will help you avoid constantly relying on the support of agents outside the company!
That is why, every brand new HappyTrack customer must go through these 3 successive steps:
- the HappyLab, to train the teams
- the HappyLifting to model internal and external relationships
- before being ready to get insights on our automated platform HappyTracking.
Normally, your company will be in one of the following situations:
Moment 1: Structuring and Improving Customer Experience Management
- Objective: Raising awareness among teams: the first step toward change within the company.
If this applies to you, your company is ideally positioned to participate in the Happy Lab
Moment 2: Identify opportunities and develop new strategies
- Objective: Restructuring of operations and teams; changes in management.
If this applies to you, your company will work with HappyLab to learn our method and verify your company’s internship program, so that it will be ready to access the Happy Lifting
Moment 3: Reposition the company to deliver the best customer experience
- Objective: Continuous improvement, increased competitiveness, and strengthening of existing programs.
If this applies to you, your company may have a wealth of other internal analyses and information. Contact our team to find out the requirements for direct access to our Happy Tracking method. Schedule an appointment here.
Our schedule is set based on the availability of your company and our teams, by mutual agreement.
Contact our team to learn more.
Surveys can be sent via the HappyTrack platform or via a link and a QR code that we provide to you.
With both options, you have complete flexibility to integrate surveys into your communication workflow with customers and employees.
In all plans, we follow the data collection process.
All HappyTrack customers enjoy:
- Personalized support from our Happiers : professionals who specialize in our method and are experts in strategic data analysis.
- Under the close supervision of our CEO, Juliana Cândido Custodio: Ph.D. in Management, with postdoctoral research in consumer psychology and more than 20 years of experience in strategy consulting and strategic marketing. Learn more about his background here.
For us at HappyTrack, customer-centricity isn't just empty talk.
That is why our leaders are right beside our clients to make sure we bring you the best solutions 😉
The results are available 30 days after you begin collecting data from your audiences.
If the suggested minimum sample size is not reached within 30 days, we will grant an additional 15 days to complete this initial data collection.
HappyTrack provides you with an information system tailored to your business, which facilitates decision-making and future forecasting. Our exclusive method offers an easier and more cost-effective way to access services and support that would normally be expensive through consulting firms.
Thus, our offer aims to provide you with more than just information independently. We provide you with tools tailored to your reality and your needs through our online platform.
Yes! You can cancel your license at the end of a full year of the evaluation cycle.
Every year, we enable companies to discover their market results and their position in the rankings. This serves as an incentive for you to discover your level of competitiveness and understand your place in the market.
HappyTrack is for any company with more than 50 employees and who believes that their relationships need to be improved to bring more results.
Our clients are companies from any field, as well as those who have:
- Openness to change
- Want to integrate CX management into all areas of the company
- The ability to work with data because they prefer decision-making without trial and error.
