What is critical to business operations right now vs. critical to business growth in future?
Define these with metrics if possible
Top Priorities
CS tickets as they come in and making sure customers get answers ASAP - this is a root cause for customer satisfaction and retention on the app. Using custom bot when offline
Keeping up with creating emails for the marketing campaigns in figma and
- keep customers up to date with events coming up and future user growth
Replying to all reviews that come into the app/google play store - this gives new customers a place to see before even downloading that app that they are in “good hands” and we have a culture that includes them
3. Goals and Milestones
What are they?
Within responsibilities and Priorities, what are you aiming to accomplish?
Where do you want to be in 3 months? 6 months? Consider how we scale
Assume various levels of growth.
If in 3 months we have 30,000 users / 100,000 / 300,000
Have round the clock CS support and if not possible create a DB where customers can get answers to FAQ in a self service platform
Building a customer platform for people to answer each others plant related questions
Have an overall NPS goal of 9/10 - we will need to either have automation with a support portal or a larger support staff for nights/weekends
4. WIGs
Wildly Important Goal
This is ONE or TWO things that must be achieved in your area.
NPS goal of 9/10 - a promoter score
5. Resource Needs
What is needed for top priorities to be managed?
What is needed to hit your WIG / Goals / Milestones?
Need a good NPS tool (currently AB testing one right now) that includes reporting and follow up management and will flag any neutral or detractors
Possibly may need an offshore resource depending on the volume of customers who reach out on weekends and nights (right now it’s fairly manageable but I hope to see an uptick after Plantchella)
Keep in mind the top 2 priorities of the Business:
Marketplace
Revenue generation
Customer Experience
Stickiness
Engagement
Want to print your doc? This is not the way.
Try clicking the ⋯ next to your doc name or using a keyboard shortcut (