V. PROPOSED STRATEGIC PLAN

A. Objectives and rationale of the proposed plan

What do you want to accomplish with your CX plan?  Want are your objectives?  This is a critical aspect of your project because the judges will evaluate the value of the goals and how they are reflected in the actual proposed plan.

 

Defining clear objectives is critical because knowing what the campaign is designed to accomplish brings in more positive and useful results.

You have a lot of options to consider in this part of your planning.  You will be tempted to select a long list of objectives.  Be careful.  I would focus on a few key objectives.  Make sure you have selected objectives that can be accomplished within the time frame of the campaign and can be measured.

 

For example, 1to1Media suggests the following as key objective:

• Apply Context in Every Engagement

• Create Unlikely Partnerships that Better the Customer Experience

• Rethink Employee Engagement

• Continuously Evolve Your Data Security Measures

• Give Customers Control

 

B. Proposed activities and timelines

This might be the "fun" section.  Here is where you will list and explain what you plan to do in your campaign.  How will you move from your current CX to WinningCX!

 

This part of the report includes the specific components of your CX efforts.  You will be tempted to go for "quantity" over "quality" again.  Be careful not to attempt to "do everything."  You need to have a few well thought out and well-planned strategies that can be implemented and lead to the achievement of your stated goals.

 

Remember those goals or objectives?   If a campaign component does not take you closer to meeting one or more objectives--then don't do it!

Warning!  Be detailed in how your planned activity works and how it will lead toward your objectives.  As much as I hate to say this, it is possible that you will know more about CX than the judge who reads your paper or views your presentation.  As a result, leave nothing to chance.  Explain everything.

As for the timeline, you must determine the length of your campaign.  There is no "right" answer for this.  Here is the key:  make sure the length of the campaign is sufficient to allow for accomplishing the objectives.

 

Then, determine how you will visually show the timeline that indicates when each component of your campaign is implemented.  Some use a chart; others will use a calendar.  Do what works for you but remember: less is more.  Keep it simple.

 

 

C. Proposed metrics or key performance indicators to measure plan effectiveness

Simply put, this is where you indicate how you will measure and determine whether or not you achieved your stated objectives. A KPI is a Key Performance Indicator.  It is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs to evaluate their success at reaching targets. SO, you will use specific KPI's to determine how successful you are in reaching your objectives.

 

Kampyle.com lists the following as significant KPI's in customer experience. (Read the article for details here. )

 

• Retention Rate

• Customer Acquisition Rate

• Conversion Rate

• Checkout Abandonment Rate

• Net Promoter Score

• Customer Effort Score

• Time on Site

• Multichannel Touchpoints

 

You wll pick the ones you feel are most relevant to the objectives you set earlier.