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Presentation George Colony: Becoming Obsessed by Happy Customers

Thijs Pepping
January 10, 2018

Our current research topic is called “Digital Happiness” and we’re exploring new ideas about how companies should interact with their clients and employees. This time we want to share an idea or vision from George Colony, CEO of Forrester: ‘Happiness and the Necessary Shift to Customer Obsession’. Colony presented his vision to us and our clients during our event In Pursuit of Digital Happiness in Brussels on November 9-10.

Colony gives interesting insights, based on metrics and statistics. Research from Forrester shows that customer obsessed companies flourish and see an increase in revenue and profit. The need for an empathic CEO and the role of the organization’s culture are just two of many subjects Colony shines his light on in this presentation. Colony concludes: “CEO’s only think of two things. They think of revenue increase and they think of profit increase. The reason you become customer obsessed, the reason you bring happiness to your customers, is not because you are altruistic, you are doing it for money.” Watch his presentation to find out more about becoming customer obsessed.


About George Colony

As founder, chairman, and CEO of Forrester Research, George Colony is one of the most influential thought leaders in the world of business and technology. He is a trusted advisor to executives around the globe, providing context and clarity around the digital disruptions that change the way we live and work. George founded Forrester in his basement 30 years ago. He, along with many talented and passionate colleagues, has built the company into one of the world’s most successful independent research and advisory firms with locations in more than 30 countries. George personifies the Forrester experience and the company’s values with direct, honest advice. “When I meet with a client, I have one mission,” George has said. “To tell them something they don’t know.”

About the In Pursuit of Digital Happiness events
Two recent deep dives with a group of  IT Executives gave us more insights in how our current research topic “Digital Happiness” is going to evolve. We’ll share the videos recorded at these meetings that we’ve organized in the coming months. Both in the US (Chicago) and Europe (Brussels) business executives, media experts and academia shared their views on the massive transformative impact of digital technologies. The fundamentals on which the program In Pursuit of Digital Happiness was based are simple: the technological and financial limitations of digital progress have been dealt with. The real question to answer for businesses to be successful in the society that emerges is, “What do we desire?” Happiness, in the broad definition by the school of positive psychology – from fun and the daily pleasure to getting in a state of flow, and the rewarding feeling of living a meaningful life and doing meaningful things – guided the discussions about the social desirability.


About the author

Trend Analyst VINT | Netherlands
Thijs Pepping is a humanistic trend analyst in the field of new technologies. He is part of the think tank within SogetiLabs and in his work he continuously wonders and analyses what the impact of New Technologies is on our lives, organizations and society. He specialized in Humanistic Counselling and Education at the University of Humanistics in Utrecht.


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