Blind Side

In any business, setting clear objectives and goals is paramount to success. More often than not, countless aspirations fizzle out due to one crucial missing piece: clear, actionable goals.

SMART Goal is designed to transform your wishful thinking into tangible achievements. I know you have heard of this acronym numerous times, but have you really dug deeper into it?

Let’s make sample to better understand each of them.

SPECIFIC: You must clearly define your desired outcome so that the team can align their efforts towards a common purpose, minimizing confusion and maximizing efficiency.

Instead of saying “Increase NPS”, you should say “Increase NPS from 60 to 70 by the end of Q2 by addressing the specific pain points highlighted in customer feedback, such as reducing hold times and enhancing IVR self-service option.”

MEASURABLE: Having NPS as your key metric, instead of “improve NPS”, set a measurable goal like:

“Implement weekly customer satisfaction surveys and feedback analysis to track the NPS progress. Set a baseline NPS of 60 at the beginning of Q2 and aim to achieve a target NPS of 70 by the end of Q2 by using the NPS calculation method of Promoters – Detractors.”

ACHIEVABLE: There’s nothing wrong in being ambitious, but make sure to stay realistic. You must consider your historical data, industry benchmarks and resources constraints. You can set achievable targets the sample stated above. Never say “Achieve 100% NPS by the end of year”, instead say:

“Increase NPS from 60 to 70 by the end of Q2 by using the NPS calculation method of Promoters – Detractors measured through weekly customer satisfaction surveys and feedback analysis, addressing the specific pain points highlighted in customer feedback, such as reducing hold times and enhancing IVR self-service option. Within the constraints of available resources and technological capabilities.”

RELEVANT: Align your goals with your overall business strategy. Don’t chase surface-level metrics, focus on your key metrics like NPS as a leading indicator of customer loyalty and growth.

TIME-BOUND: This is crucial in preventing procrastination. Set realistic timelines for each goal, factoring in season trends and resource availability.

“Increase NPS by 10 points from 60 to reach 70 by the end of Q2 measured through weekly customer satisfaction surveys (calculated as Promoters – Detractors) and feedback analysis, addressing the specific pain points highlighted in customer feedback, such as reducing hold times and enhancing IVR self-service option by implementing the Callback Option by having a Callback Queue Management system instead of waiting on hold and to expand self-service options by adding making payments, updating account information and checking for account balance, without the need for an agent assistance. With a clear deadline of June 30, 2024, ensuring that progress towards the goal is monitored weekly using Dashboard and adjustments will be made as needed to ensure on-time achievement.”

If you’re interested in further discussing business strategy and goal-setting feel free to connect with me @ MSipolt@Blindsidesbc.com