CX goals aren't like other goals. In this session, you'll learn about how to build optimized CX goals using the SMIRC methodology.
A classic goal-setting methodology, first introduced in 1981, is the SMART goal -- an acronym for specific, measurable, achievable, relevant, and timebound.
There's nothing wrong with the SMART methodology, in fact it can be really helpful!
But the fact these initials can change indicates one limitation: it's not a one-size-fits-all solution, and often requires some thought into what your specific organization or situation demands.
Let's get one thing straight -- I'm not out here to solve that.
But I will offer an alternative acronym that I've found tends to work really well when building goals and defining success related to customer experience.
As always, she'll be taking your questions afterwards in a live Q&A session.
Come join the community!
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Highlights:
0:00 Welcome
4:15 It's not uncommon to come across goals that are vague and unhelpful
5:36 SMART Goal Methodology
6:50 An alternative methodology for CX specific goals
8:19 What is a SMIRC goal?
9:18 A SMIRC goal is Social
10:44 A SMIRC goal is Measurable
12:44 A SMIRC goal is Inspiring
14:38 A SMIRC goal is Relevant
16:49 A SMIRC goal is Contextual
19:31 Recap: How to set better CX goals with SMIRC
19:50 Use SMIRC goals to build your CX Success Statement
21:06 Q&A: Do you develop different goals for different user segments?
25:39 Q&A: Any examples of cross-functional teams and CX goals (good and bad)?
32:20 Q&A: How to turn qualitative data into a narrative?
35:13 Q&A: Any advice for the early stages of CX in a company?
40:45 Q&A: How can we apply CX initiatives to vendors?
41:43 Wrapping Up
