10 Great Examples of Customer Experience OKRs

Category: Customer Experience.

Customer experience is the predominant service that any industry focuses on. It is important to manage customer satisfaction during all stages of the sales process– from pre-purchase, to consumption, to post purchase.

Why is customer experience so important for businesses? Customer experience, also called CX, is very important to your business as it projects the holistic behavioral perception of customer’s experience with your brand or business.

Regardless of the type of business or service, your company needs to be focused on delivering a world-class service experience for your customer, and build their brand on quality and customer satisfaction. If customers aren’t satisfied with the service they receive, your product can be a complete and utter failure– no matter how useful or high-quality it might be.

So, how the customer feels and how delightful their experiences are is more vital than the actual image of the product/service. The better their experience, the more positive their reviews will be, and the better your company’s brand will seem.

If your customers are happy and if their experiences are delightful, how will it benefit your business? It will improve customer satisfaction, earn customers’ loyalty, and make their experience with the company a word-of-mouth marketing campaign.

In order to attain such customer satisfaction, you need to direct your brand and business with the strategic planning and result oriented framework. OKRs have been widely used by top companies around the world to drive their employee and company performance with ambitious goals or objectives and closely-tracked key results. This goal-setting framework helps you to build your team objective and key results that can help your team deliver a world-class customer experience.

Let’s take a look at some examples of how customer experience teams use OKRs to bring their service and brand to the next level:

Description : This objective is built with an idea to enhance the on-boarding experience of the users, and it is supported by three key results that are framed to decrease onboarding time, increase the number of users by encouraging them to complete onboarding in first attempt and finally increase the number of blogs and tutorials pop-ups related to onboarding.

#1: Customer Support Department

Objective

David Griffin

Improve the user on-boarding process

43%

Target Date: Annual-2021

Visibility: All Employees

key-iconKey Results

Decrease average time to complete onboarding from 20 mins to 5 mins

Q1-2021 Average time to onboard an employee
20 Min(s) 5 Min(s) 13 Min(s)

47%

Increase no. of users who complete on-boarding in first attempt from 60% to 95%

Q1 2021 Number of signups
60% 95% 75%

43%

Develop five blogs and pop-up tutorials related to on-boarding from 5 to 15

Q1-2021 Number of blogs
5 15 9

40%

Description : The objective to improve customer experience has three key results that would significantly augment the customer support experience by resolving more number of tickets daily, by decreasing escalation and production issues, and by decreasing the average time to respond for queries via email and chats.

#2: Customer Support Department

Objective

David Griffin

Awesome customer support experience

48%

Target Date: Annual-2021

Visibility: All Employees

key-iconKey Results

Increase tickets resolved per employee per day from 50 to 70

Feb-2021 Number of ticket resolved
50 70 62

60%

Decrease average waiting time for customers on support chat from 3 mins to 1 min

Q1-2021 Average waiting time
3 Min(s) 1 Min(s) 2 Min(s)

50%

Decrease average time to respond to email queries from 4 hours to 1 hour

Q1-2021 Average time to respond to email queries
4 Hour(s) 1 Hour(s) 3 Hour(s)

33%

Description : Another important objective would be delivering personalized customer experience with three supporting key results that would increase the number of personalized new product offers, maintain atleast 2 personal wishes and 1 free training session customer per month.

#3: Customer Support Department

Objective

David Griffin

Deliver personalized customer experience

26%

Target Date: Annual-2021

Visibility: All Employees

key-iconKey Results

Increase number of personalized new product offers per quarter from 0 to 2

Q1-2021 Number of Personalized product offers
0 2 1

50%

Deliver at least 2 personal wishes per customer per quarter

Q1-2021 Personal wishes
2 3 3

50%

Offer 1 personalized email newsletter per month

Q1-2021 Email newsletter per month
1 2 1

2%

Offer atleast 1 personalized training programme per month per customer

Q1-2021 Training programme per month
1 2 1

2%

Description: With the objective Improve Customer support technical infrastructure for better customer response times you can plan to hit on your targets by framing key results like decreasing average response time for customers in phone, decreasing average resolution time for customers in L1 and L2 issues support, and achieving 80% audit score on customer support.

#4: Customer Success Department

Objective

David Griffin

Improve Customer support technical infrastructure for better customer response times

15%

Target Date: Annual-2021

Visibility: All Employees

key-iconKey Results

Achieve score of atleast 80% on audit of customer support technical infrastructure

Annual-2021 Audit score
40% 120% 63%

8%

Decrease average response time for customers contacting via phone from 15 minutes to 5 mins

Annual-2021 Average response time
15 Min(s) 5 Min(s) 12 Min(s)

30%

Decrease average resolution time for customers from 120 mins to 30 mins for L1 and L2 issues

Annual-2021 Average resolution time
120 30 105

17%

Decrease Average response time for customers contacting via chat from 60 secs to 20 secs

Annual-2021 Average first response time
60 Sec(s) 20 Sec(s) 57 Sec(s)

8%

Description : This objective is to receive an incredible positive feedback from customers on their experience and can be made more effective by framing key results that would increase net promoter score, increase positive mentions from customers on social media and finally the key result that would increase the number of reviews in the online platform.

#5: Customer Success Department

Objective

David Griffin

Receive incredible positive feedback from customers on their experience

45%

Target Date: Annual-2021

Visibility: All Employees

key-iconKey Results

Increase net promoter score from 5 to 8

Annual-2021 Net promoter score(NPS)
5 8 6

33%

Increase positive mentions from customer on social media from 31 to 45

Q1-2021 Number of Positive mentions on social media
31 45 35

29%

Increase number of reviews in the online platform (Capterra, G2) from 30 to 45

Annual-2021 Number of reviews
30 45 41

73%

Description : The customer success department can think of generating objectives that would increase the number of referenceable customers in all areas and this can be supported by key results that increase the customer success stories, increases referenceable customers in top countries across the geography.

#6: Customer Success Department

Objective

David Griffin

Increase number of referenceable customers in all geographies

18%

Target Date: Annual-2021

Visibility: All Employees

key-iconKey Results

Increase customer success stories to distribute company-wide from 5 to 15

Q1-2021 Number of customer success stories
5 15 6

10%

Increase referenceable customers in APAC from 25 to 50

Q1-2021 Number of referenceable customers
25 50 30

20%

Increase referenceable customers in US/ LATAM from 50 to 80

Annual-2021 Number of referenceable customers
50 80 57

23%

Description : The objective of creating a high-performing customer success team can be supported by some of the effective key results that help in completing cultural training quizzes, create monthly champion programs and increase customer success consultants certified in atleast 2 products.

#7: Customer Success Department

Objective

David Griffin

Create a high-performing customer success team

19%

Target Date: Annual-2021

Visibility: All Employees

key-iconKey Results

Achieve 95% pass-rate in monthly cultural training quizzes

Q1-2021 Pass-rate
47% 143% 55%

15%

Create customer-success monthly champion program

Q1-2021 baseline-icon Monthly champion program
0% 100% 35%

55

35%

Increase customer success consultants certified in at least 2 products from 50% to 80%

Q1-2021 Number of certified consultants
50% 80% 52%

7%

Description : While you plan to launch a coaching program for customers, frame key results that guide you to create OKR Foundation certified customers, that increase the training videos and produce certified OKR Champions.

#8: Customer Success Department

Objective

David Griffin

Launch coaching program for customers

28%

Target Date: Annual-2021

Visibility: All Employees

key-iconKey Results

Produce 100 OKR Foundation certified customers

Annual-2021 Number of Certified customers
0 100 8

8%

Increase training videos from 20 to 45

Annual-2021 Number of content videos
20 45 29

36%

Produce 5 certified OKR Champions

Q1-2021 Number of OKR champions
0 5 2

40%

Description : If you want to support your customer success department team with an objective to deliver instant chat support, try to increase thumbs up rate, try to maintain or lessen the thumbs down rate and try to decrease the number of missed chats count.

#9: Customer Success Department

Objective

David Griffin

Deliver Instant Chat Support

7%

Target Date: Annual-2021

Visibility: All Employees

key-iconKey Results

Maintain at least 65.00% thumbs up rate from customer support chats

Q1-2021 Thumbs up
0% 80% 12.38%

0%

Maintain 2.00% or less Thumbs Down Rate from online customer support chats

Q1-2021 Thumbs down
0% 4% 1.09%

8%

Decrease missed chats count from 1.00% to 0.00%

Q1-2021 Number of missed chats
1% 0% 0.88%

12%

Description : If you wish to work on your target to launch an engaging educational series for people to get started, support your goal with key results that would increase completion rate of video series rate, increase open rate emails for the monthly emails that we send and increase the number of delivery of thought leadership and OKR blogs.

#10: Customer Success Department

Objective

David Griffin

Launch an engaging educational series for people to get started easily

15%

Target Date: Annual-2021

Visibility: All Employees

key-iconKey Results

Achieve 80% completion rate on beginners’ video series

Q1-2021 Completion rate
40% 120% 57%

0%

Increase open rate of monthly emails on what’s new in blogs, Youtube and posts from 35% to 60%

Q1-2021 Open rate emails
35% 60% 40%

20%

Increase thought leadership & OKR blogs from 2 to 10

Q1-2021 Number of blogs
2 10 4

25%

Conclusion

Customer experience is an area that needs constant nurturing and care. With a greater focus and loyalty on customer experience strategy, companies will see a positive impact on customer satisfaction, higher retention rates, and increased revenue growth in their products.

 

 

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