Setting clear goals and objectives for your channel shift initiative
Show notes
SMART goals
Specific, Measurable, Achievable, Relevant, and Time-bound.
Specific means you’ve got to be crystal clear about what you want to achieve. Vague goals won’t cut it.
Measurable means you need to put numbers on it. How will you know if you’re winning if you can’t measure it?
Achievable means it’s got to be doable. Don’t set yourself up for failure with unrealistic expectations.
Relevant means your goals should align with your overall mission and objectives. It’s all about staying on course.
Time-bound, well, that’s simple. You’ve got to give yourself a deadline. Otherwise, it’s just a dream.
So, let’s make a SMART goal for our channel shift initiative: “Increase online customer service inquiries resolved from 20% to 50% within the next six months.”
Setting clear objectives
Now that we’ve got our SMART goal in place, we need objectives to get us there. Objectives are like the stepping stones to your goal.
If your goal is to increase online inquiries resolved, your objectives might include improving the customer’s interface, boosting customer onboarding, and launching a killer marketing campaign.
Aligning goals and objectives with your mission
Here’s the kicker, folks: your goals and objectives should be in harmony with your organization’s mission and values. It’s like your initiative is a sweet symphony, and your goals are the notes that make it sing.
For instance, if your organization values customer satisfaction, your goals should be geared toward making your customers happier. Think of reducing wait times or implementing chatbots for faster responses.
Engaging stakeholders
You can’t go it alone on this journey. Engage your stakeholders, and you’ll have a smoother ride.
Stakeholders can be your secret weapon. They bring insights, expertise, and most importantly, buy-in to the table.
Monitoring and adjusting
Now, don’t just set those goals and objectives and forget about them You’ve got to keep an eye on the dashboard.
Key Performance Indicators (KPIs) are your best friends here. They’ll help you track progress and see if you’re on the right track.
And if you’re not hitting those milestones, don’t be afraid to adjust your objectives or strategies. Flexibility is key in this game!
Celebrating success
Don’t forget to pat yourself on the back when you hit those goals. Celebrate your wins, big or small!
