Helping people have better days.
At Thrive, our tagline and mission is to help people have better days. Those words first met my ears on the second floor of our workspace a couple of years ago when our CEO, Joe Stafura, was put on the spot: Joe what is Thrive’s mission? Joe paused, as he often does when he is validating his initial thoughts, then looked up and said, “Our mission is to help people have better days”.
Now, when I first heard this I thought that the mission statement and tagline was very descriptive of the partners at Thrive. However, Thrive itself is a technology platform, built on cognitive science, that delivers content in engaging ways to inform, influence and even measure the audiences of our customers.
As an individual that can get caught up in specifics – a trait I, for better or worse, developed by repeating the same movements for years in the swimming pool – connecting such a broad idea that could mean so many things to so many people to our actual software application was challenging.
However, as sets of eyes ran around the room for acknowledgement of Joe’s statement, the only sight was one of nodding heads, including mine, and even an exclamation from one of our partners, Brenda Vester: I like it!
It seemed that although my mind was still rationally trying to parse the concept of our platform helping millions of people have better days, my heart had already bought in.
As head of customer success, helping people have better days is something I think about a lot. I constantly ask myself the question: how do we help our customers and their customers (often the recipients of Thrive experiences) win?
The truth is that our clients all have different definitions of what success means. Some have a pretty clear view: therapists submit more complete and accurate reports on time, they retain more of their young talent, they decrease the time they spend on the phone with their customers, and so on.
Other customers have less clarity, but have a great sense of direction: They want to facilitate a discussion around specific topics so they can be thought leaders in their areas of expertise. Or, they need to improve their understanding around a sales system so sales personnel can have better role clarity and higher confidence.
Even though I have actively been thinking about our mission, my head and heart were still calibrating since that meeting on the second floor of our office. It wasn’t until about 2 weeks ago when they finally synced up in the cafeteria of one of our client’s offices.
I had scheduled an interview with a client team leader. The purpose of the interview was to reflect on our 2 year journey together. I was hoping to uncover what the impact of Thrive has been from the perspective of someone who interacts with the platform daily. This particular individual has been with the organization for 25 years and has moved horizontally and vertically in the company over that time period. He is someone I respect for both his knowledge of the business, as well as his candidness regarding solutions inside the business.
I asked him to travel back in time with me, to a time before Thrive, so that we could evaluate what we have accomplished during our partnership. He sat back, crossed his arms and said: “You know, I am pretty straight shooter”. His body language had me hold my breath. “But to be honest with you, I cannot imagine our lives without Thrive anymore. You have helped us to become more professional and efficient in every way and solve our biggest customers’ needs”.
As I let go of my breath, and realized the sincerity in his voice and the gratitude in his eyes. I realized that Thrive really was helping this person, and his customers, have better days.
This experience validated that what we’ve been building at Thrive has the potential to not only help our end users have better days, but also everyone along the way – by saving time, presenting important information in clear, concise ways, and by helping everyone we interact with make informed, confident decisions.
Thanks for reading, and feel free to reach out if you’d like to learn more about Thrive and our mission.