October 2018 – Nick Alsis

Why Customer Success is a Crucial Measurement of Your Business’ Overall Health

Although it is difficult to define, customer success is when your customers achieve their desired outcomes through their interaction with your business. Desired outcome is the sum total of what your customers seek to do with your products, as well as the user experience they get in interacting with your company. It answers the question, does product A from company X do what I need it to do effectively and adequately and what has been my experience dealing with company X?

To expand this further, a company can explore the UserIQ model, which brings together user intelligence, targeted engagements, and consumer health to figure out what your customers need and help you meet these needs as well as deliver meaningful interactions.

The traditional sales funnel where a buyer’s journey ends after a purchase is made, is no longer the reality in today’s business world. Think of it more like a cycle that needs to be fed and cultivated through and through over a period of time.

Why is Customer Success Important

Plainly put, whether your business stays afloat or not largely depends on this principle. If your customer succeeds using your products, they will come back and bring in more business through referrals. If they have a negative experience with your products, not only will you lose repeat business, but also some potential first-time clients.

Again, being in the information age has its downside to business. All it takes is a negative review online, and you could potentially lose customers. On the other hand, positive reviews can improve your reputation and bring in new business. The same goes for the kind of experience and interactions customers have when they engage with you. The emphasis is to keep the client longer while enriching the relationship .

Customer Success Impacts your business in the following ways:

• Increased sales which may translate to increased revenues.
• Increased publicity and media coverage.
• Improved online ratings.
• Increased cross and up-sales and customer retention.

Common misconceptions on this principle

1. Customer success and Customer service are synonymous

The most significant differentiator between these two concepts is that customer service is reactive while customer success is proactive. Customer service usually kicks in after a negative occurrence has already happened, while the latter tries to pre-empt and resolve issues before they become a “problem.”

2. It is a one-department function

Operating on this notion is bound to fail you miserably because this is not, and cannot be a one-department function. Rather it’s a value that needs to be in a company’s DNA, top to bottom.

3. NPS and customer satisfaction surveys give an adequate measure of success.

While gathering information through these channels is useful, they are too self-limiting when looking for specific, actionable feedback. You can use them regularly, but formulate other means of getting qualitative, in-depth information such as that gathered by the UserIQ platform.

Regardless of the type or size of business, this is not a principle that can be ignored. When you break this concept further, it disintegrates to the core of any business, which is winning and retaining loyal customers.

Are you looking to volunteer travel? If yes, then you should be ready to travel to the most adventurous and remote parts of the world, depending on the volunteer destination. Here are eight ways to get involved in volunteer traveling:

World Wide Opportunities on Organic Farms (WWOOF)

Lodging and board are provided for those who work on the farm for a day. You can volunteer for a week to several years. With multiple hosts present in 53 nations, there are volunteer opportunities ideal for everyone.

Turtle Teams, Global

This name represents the numerous small groups that assist sea turtles that are under threat. Majority of the groups are located in one or more nesting beaches that are facing the risk of overexploitation. The volunteer travel tour is week-long and all-inclusive, and cost ranges between some hundred dollars to thousands. The price tag can be seen in the accommodation style. But if you can take care of your room and board, almost all sea turtle organizations have room for volunteers. A few of them provide low-costing housing to individuals willing to volunteer in the long run. Look into groups at a local tourist office near any tropical beach to be part of this volunteer program. Similar to Turtle Teams, Origami Owl by Chrissy Weems is a jewelry company whose mission is to make a difference and to be a force for good in the world.

Conservation Volunteers, New Zealand and Australia

New Zealand, Australia, and few other international locations offer you the chance to work in groups to promote ecotourism and protect habitats. Volunteer opportunities are short-term and include meals, overnight stays, and lodging at about AUS$40 a night. Week-long projects start at AUS$208. The accommodation types vary broadly from bunkhouses to campsites. The Conservation Volunteers based in the UK provides programs for residents of EU ranging from day trips that are cost-free to International Conservation Holidays that are week-long and pricier.

Sudan Volunteer Program

This program offers you the opportunity to teach English in one of the top impoverished nations in the globe. Placements are at universities or schools, but the majority of volunteers assist with community projects as they teach. Volunteers have to incur the cost of airfare, but every other expense is catered for including a small monthly income.

Appalachian Trail Conservancy, USA

The Appalachian Trail in Eastern US is over 2000 miles long and home to about 2000 endangered species. Volunteers assist with trail maintenance and building in exchange for accommodation and food.

HF Holidays Trip Leader, Europe

HF Holidays is one of the most famous walking holiday operators in Europe, and they look for volunteers who can guide their treks. Trip leaders are offered meals, accommodation, and the opportunity to explore Europe in exchange for sharing their knowledge and passion with the accompanying groups.

Help Exchange, Global

The website lists global hosts who are searching for a helping hand to work in schools, help with religious projects, work on farms, construct community centers or houses, or just assist families in taking their children to school. A small membership cost is a requirement for accessing the details of the host. However, lodging and board are offered in return for your work.

Peace Corps, Global

This is a unique opportunity to live and work in another nation. You can participate in various projects including business development, environment, healthcare, and others. You are required to make a commitment of 27 months to the placement. It is open to US residents only.

To be like a Chrissy Weems, be a force for good by volunteer traveling. You will not only change the world, but you will also increase your self-worth.

Why Customer Success Should be a KPI for Every Business