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Goal setting – The one criteria that is often overlooked

One of the common challenges we hear from customer strategists is centered around taking action. People will say things like,

"How do I get people to pay attention?"

"When I share results from our customer survey research people are engaged, but after the meeting, nothing happens."

"Our leadership team says they are committed, but they aren't engaged."

Creating a customer-focused culture has many challenges, and taking action appears to be at the top of the list.

One of the first steps to taking action is goal setting. There are many different formats and criteria that companies use for goal setting. But, I was recently reminded of one criteria that often gets overlooked  – "Excitment."

Customer Strategy Consulting - Goal SettingMy daughters are on a swim team and each year, they set goals that are:

  • Specific
  • Exciting
  • Believable

While I doubt requiring goals to be exciting will singularly solve the taking action challenge, excitement (and food) never hurt to get people engaged.

And, who said customer retention strategies couldn't be fun and exciting anyway?   

 

About the Author

Leslie Pagel

Leslie Pagel

As vice president of customer experience, Leslie is responsible for incorporating the voice of Walker’s customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.

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