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tability.ioWhat are Customer Engagement OKRs?
The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.
Writing good OKRs can be hard, especially if it's your first time doing it. You'll need to center the focus of your plans around outcomes instead of projects.
We have curated a selection of OKR examples specifically for Customer Engagement to assist you. Feel free to explore the templates below for inspiration in setting your own goals.
If you want to learn more about the framework, you can read our OKR guide online.
Customer Engagement OKRs examples
You will find in the next section many different Customer Engagement Objectives and Key Results. We've included strategic initiatives in our templates to give you a better idea of the different between the key results (how we measure progress), and the initiatives (what we do to achieve the results).
Hope you'll find this helpful!
OKRs to raise Customer Score and Customer Engagement Rate
ObjectiveIncrease Customer Satisfaction and Engagement
KRReduce customer churn rate by 15% through proactive retention strategies- KRImplement and launch a loyalty program with a minimum of 20% customer enrollment
- KRIncrease overall Customer Score by 5 points through weekly post-purchase surveys
- KRAchieve a 10% increase in average monthly Customer Engagement Rate on social media platforms
OKRs to boost Overall Customer Engagement
- ObjectiveBoost Overall Customer Engagement
- KRIncrease monthly website visitors by 20%
Utilize social media platforms for website promotion- Develop engaging content to reduce bounce rates
- Implement SEO strategies to boost organic search rankings
- KRUpsurge social media engagement by 30%
- Promote audience interaction through contests and giveaways
- Utilize social media advertising to reach a wider audience
- Develop and implement a consistent, engaging content schedule
- KRImprove customer review scores by 15%
- Develop effective response system for customer complaints
- Implement regular staff training for enhanced customer service
- Initiate feedback-driven improvements in product quality
OKRs to improve customer show rate to increase value time efficiency
- ObjectiveImprove customer show rate to increase value time efficiency
- KRImplement an effective appointment reminder system to decrease customer forgetfulness by 10%
- Research best appointment reminder software options
- Train staff on using the new system
- Implement follow-up strategies post-appointment
- KRReduce no-show rate by 15% through enhanced customer engagement
- Implement automated reminders for appointments via phone or email
- Initiate personal follow-ups to understand reasons for missed appointments
- Develop a loyalty program to incentivize regular attendance
- KRIncorporate a reward system to incentivize 20% more customers to show up
- Design a customer point system for frequent visits
- Publicize rewards program via social media or email
- Implement a referral bonus for existing customers
OKRs to boost sales performance across the company
- ObjectiveBoost sales performance across the company
- KRDevelop and launch 3 new customer incentive programs
- Identify customer needs and potential incentives
- Develop 3 unique customer incentive programs
- Launch incentive programs and monitor performance
- KRIncrease the conversion rate from leads to sales by 15%
- Enhance customer follow-up process through personalized communication
- Improve sales team training with focus on lead conversion techniques
- Implement new strategies in the sales funnel to encourage purchases
- KRAchieve a 20% increase in repeat customer purchases
- Develop a loyalty program with incentives for frequent purchases
- Implement strategies for personalized customer engagement and retention
- Conduct customer satisfaction surveys to identify areas of improvement
OKRs to amplify enterprise producer engagement
- ObjectiveAmplify enterprise producer engagement
- KRAchieve 20% growth in enterprise producer sign-ups by the end of the quarter
- Create lucrative incentive programs to attract new enterprise producers
- Implement an aggressive digital marketing campaign targeting potential enterprise producers
- Optimize the sign-up process to improve user experience and conversion
- KRIncrease customer satisfaction by 10% as measured by enterprise producer survey results
- Implement a feedback system for customer complaints
- Train staff in enhanced customer service skills
- Launch a customer loyalty reward program
- KRBoost producer product usage with a 15% increase in usage metrics
- Improve product advertising and demonstration resources
- Implement targeted training sessions on product features
- Develop incentive programs for frequent usage
OKRs to enhance customer interaction and support
- ObjectiveEnhance customer interaction and support
- KRIncrease customer support satisfaction rate by 20%
- Offer prompt responses to customer queries and complaints
- Regularly gather customer feedback and make necessary improvements
- Implement comprehensive training for customer support staff
- KRReduce customer support ticket response time by 15%
- Implement a chatbot for immediate handling of common queries
- Update customer support tools/software to increase productivity
- Train support staff for enhanced efficiency and faster response
- KRImplement a new customer engagement strategy to boost interaction by 30%
- Monitor and adjust strategy effectiveness
- Train staff to execute customer engagement strategies
- Develop a comprehensive customer engagement strategic plan
OKRs to streamline onboard services for robust engagement environment
- ObjectiveStreamline onboard services for robust engagement environment
- KRDecrease user churn rate by 15% via optimizing onboarding process
- Integrate a user feedback system during onboarding process
- Regularly update onboarding materials based on metrics analysis
- Redesign onboarding tutorials to highlight software's key features
- KRIncrease customer engagement rates by 20% through enhanced onboard services
- Conduct regular surveys to assess and improve onboard services
- Improve onboard service responsiveness to customer inquiries/requests
- Develop new, engaging onboard activities for customers
- KRImplement 3 new features that improve onboarding experience, verified by user feedback
- Identify pain points in the current onboarding process
- Develop and integrate 3 user-centric features
- Gather user feedback post-implementation
OKRs to drive customer engagement through product flyers
- ObjectiveDrive customer engagement through product flyers
- KRAchieve 15% response rate to product flyers sent
- Include a compelling call-to-action on each flyer
- Regularly track and analyze flyer response rates
- Create engaging, attention-grabbing flyer designs
- KRMail out 100% of product flyers to customer base
- Send product flyers to all addresses via mail
- Print out sufficient copies of the product flyers
- Compile a list of all customer addresses
- KRDesign and print 500 product flyers by week 3
- Write and edit content for the flyer
- Create a design layout for the product flyers
- Send the finalized design for printing 500 copies
OKRs to enhance ability to communicate affirmative responses effectively
- ObjectiveEnhance ability to communicate affirmative responses effectively
- KRIncrease instances of affirmative replies by 20%
- Develop persuasive communication strategies
- Improve customer engagement techniques
- Implement incentive programs for affirmative responses
- KRDevelop new techniques to express approval, implementing at least 3 methods successfully
- Brainstorm and test out new approval techniques
- Research existing methods of expressing approval
- Apply and assess three new approval methods
- KRImprove clarity in affirmations by reducing misunderstandings by 30%
- Provide training on effective communication and understanding
- Implement a review process for clarifying affirmations
- Simplify language and terminology used in affirmations
OKRs to drive stakeholder UX comprehension and increase customer engagement in decision-making
- ObjectiveDrive stakeholder UX comprehension and increase customer engagement in decision-making
- KRIncrease customer decision participation by 30% through implantation of a decision-sharing platform
- Research and select a suitable decision-sharing platform
- Train staff to effectively utilize the platform
- Implement the chosen platform across the business
- KRConduct five UX training sessions for stakeholders and evaluate knowledge with post-training quizzes
- Identify topic areas and develop a UX training curriculum
- Implement post-training quizzes to assess learning
- Schedule five training sessions for stakeholders
- KRAchieve a 10% improvement in stakeholder UX understanding survey scores
- Conduct a stakeholder-focused UX training session
- Schedule regular stakeholder UX feedback sessions
- Improve clarity in UX-related communications
How to write your own Customer Engagement OKRs
1. Get tailored OKRs with an AI
You'll find some examples below, but it's likely that you have very specific needs that won't be covered.
You can use Tability's AI generator to create tailored OKRs based on your specific context. Tability can turn your objective description into a fully editable OKR template -- including tips to help you refine your goals.
- 1. Go to Tability's plan editor
- 2. Click on the "Generate goals using AI" button
- 3. Use natural language to describe your goals
Tability will then use your prompt to generate a fully editable OKR template.
Watch the video below to see it in action 👇
Option 2. Optimise existing OKRs with Tability Feedback tool
If you already have existing goals, and you want to improve them. You can use Tability's AI feedback to help you.
- 1. Go to Tability's plan editor
- 2. Add your existing OKRs (you can import them from a spreadsheet)
- 3. Click on "Generate analysis"
Tability's Strategy Map makes it easy to see all your org's OKRsTability will scan your OKRs and offer different suggestions to improve them. This can range from a small rewrite of a statement to make it clearer to a complete rewrite of the entire OKR.
You can then decide to accept the suggestions or dismiss them if you don't agree.
Option 3. Use the free OKR generator
If you're just looking for some quick inspiration, you can also use our free OKR generator to get a template.
Unlike with Tability, you won't be able to iterate on the templates, but this is still a great way to get started.
Customer Engagement OKR best practices
Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.
Here are a couple of best practices extracted from our OKR implementation guide 👇
Tip #1: Limit the number of key results
The #1 role of OKRs is to help you and your team focus on what really matters. Business-as-usual activities will still be happening, but you do not need to track your entire roadmap in the OKRs.
We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.
Tip #2: Commit to weekly OKR check-ins
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to get the full value of your OKRs and make your strategy agile – otherwise this is nothing more than a reporting exercise.
Being able to see trends for your key results will also keep yourself honest.
Tip #3: No more than 2 yellow statuses in a row
Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples above). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.
As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.
Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.
How to track your Customer Engagement OKRs
Quarterly OKRs should have weekly updates to get all the benefits from the framework. Reviewing progress periodically has several advantages:
- It brings the goals back to the top of the mind
- It will highlight poorly set OKRs
- It will surface execution risks
- It improves transparency and accountability
We recommend using a spreadsheet for your first OKRs cycle. You'll need to get familiar with the scoring and tracking first. Then, you can scale your OKRs process by using a proper OKR-tracking tool for it.
If you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.
More Customer Engagement OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to increase the volume and quality of event sponsorships
- OKRs to establish robust Master Data needs for TM
- OKRs to successfully complete the new server build assessment
- OKRs to reduce the frequency of rollbacks following system releases
- OKRs to integrate two applications seamlessly
- OKRs to achieve dominance in digital payment acceptance market