Online Training Course

Mastering Goal Setting for an Exceptional Customer Experience

Start setting more measurable, meaningful, & achievable customer experience goals.

To get the most ROI and value from your customer experience initiatives, it’s critical to set yourself up for success with a goal setting process that can help you deliver the highest impact.

This course teaches you how to:

  • Identify and evaluate key CX metrics that will move your corporate strategy forward the most (and the fastest)
  • Establish precise, meaningful customer experience goals backed by a wealth of data and business intelligence
  • Critically evaluate your goal setting metrics and data
  • Strategically track goal progress and benchmark company-wide success
  • Focus your business teams on driving growth in key strategic areas
  • Increase goal buy-in and accountability across your organization
Enroll Now

This strategic goal setting course is for you if…

  • You lead, manage, or are responsible for parts of your company’s customer experience success.
  • You want more clarity & precision in setting meaningful goals for your customer experience (CX) and CX marketing initiatives.
  • You want to allocate your resources in ways that drive more effective customer growth.
  • You know you, your team, or your company can benefit from a more structured, repeatable goal setting and progress tracking process for your customer experience objectives.
  • You wish there was a more reliable way to define and benchmark progress on your customer experience initiatives.
  • You sometimes struggle to get buy-in and drive accountability amongst stakeholders and employees for accomplishing customer growth goals.
  • You understand that setting customer experience and growth goals based on data and business intelligence is crucial for success.

Ready to get started?

Enroll Now

Goal Setting Training Course

Completed by you, on your time, at your pace
$3,000
  • This online CX goal setting course offers on-demand flexibility and can be completed on your time, at your pace.
  • You’ll get full access for you and your team to complete the course. Access includes expert training videos breaking down the complexities of cx goal setting and our full digital goal setting workbook to help you tangibly work through the course.
  • Also included are additional resources and helpful tips to guide you as you complete the course and make the most of your investment.
Enroll Now

Goal Setting Consultation Solution

Completed by us, for you and your stakeholders
$15,000+
  • This collaborative goal setting consultation experience will take your CX goals to the next level.
  • Our CX research experts will guide you and your team through our time-tested goal setting process. We’ll ask the right questions, analyze and evaluate the research and business intel you provide us, then make our tailored recommendations for meaningful, achievable goals for your objectives.
  • You’ll walk away with tangible, actionable CX goals to propose to your stakeholders that can then be tweaked according to their feedback.
Contact for Pricing

Course Description

This course is full of practical, actionable guidance for conquering the challenges and uncertainties that often accompany setting marketing and CX research goals. It offers a clear process for measuring current objective performance, evaluating potential goal setting metrics, defining and measuring goal progress, and enhancing accountability and ROI.

Module 1: Intro to Goal Setting

  • Learn the ties between marketing research metrics and strategic corporate goal setting
  • Understand the role of customer centricity in goal setting – and vice versa

Module 2: Identify the Metrics That Best Align with Your Business Strategy

  • Define the business needs and primary growth strategy you’re setting goals for, and how your customer perspective aligns with it
  • Learn how to identify, define, and leverage north star metrics, key drivers, and supporting metrics that will help drive your strategy forward the most in your goal setting

Module 3: Evaluate Your Metrics – Internal Factors

  • Critically evaluate how internal factors (investments, initiatives, past performance, customer journey pain points, etc.) will impact your potential north star and goal setting metrics from Module 2 according to structured critera
  • Conduct a historical performance review of your metrics to understand current state and benchmark future performance

Module 4: Evaluate Your Metrics – External Factors

  • Identify and assess industry and market forces (regulations, disruptions, competitor activities, etc.) that could impact your metric performance and customer perceptions
  • Conduct competitor analyses to understand where your metric performance stands compared to competitors and give you a sense of what reasonable goals might look like

Module 5: Establish Your CX North Star Metric Goals

  • Based on your evaluations in Modules 3 and 4, select your north star metric(s) and determine what level of progress, or target performance, is reasonably achievable
  • Establish a realistic goal setting timeframe and outline measurement considerations, including what parameters you will put in place to evaluate significant movement on metrics and goals and avoid setbacks

Module 6: Implement, Monitor, and Benchmark Progress on Your Goals

  • Learn how to mobilize your resources toward achieving your goals, monitor progress in meaningful ways, and generate company buy-in and accountability
  • Organize stakeholder meetings to review assumptions and hypotheses, evaluate progress, and outline future goals

Let’s Connect.

Have questions about the course?

Looking for consultation pricing?

Just want to chat?

We’re ready!