11: Life as a Chief Happiness officer, with Sarah Metcalfe

Sarah Metcalfe is passionate about happiness in the workplace, and she knows the positive impact this has on the customer experience. Through continuing to innovate and improve the customer journey, Sarah joined Sure Petcare in 2010, taking responsibility for the company’s customer service and guiding it through an extraordinary period of expansion and growth. She now leads a talented multilingual team who deliver outstanding customer service and happiness to all Sure Petcare customers around the world. Sarah left Sure Petcare with a Net Promoter Score of 90+ in over 20 countries. Sarah now runs her own consulting company, Happy Coffee Consulting to help companies create great customer service and happy workplaces. She is now a partner with Woohoo Ltd and runs the Woohoo Academy, creating Chief Happiness Officers within organisations worldwide and spreading the word that the future workplaces are those that put their people at the heart of what they do. Sarah is also the founder of the International Week of Happiness at Work summit which takes place each September – an international online summit with Keynote speakers at the forefront of workplace happiness sharing their insights. Links Happy Coffee Consulting International Week of Happiness at Work Humankind, by Rutger Bregman Maverick, by Ricardo Semler The Culture Code, by Daniel Coyle