From the weekly Success Insights series: Lessons from our Client Success Programs
A few weeks ago, I explained how we define and review a Web Strategy with goals and metrics. Now, I thought I’d give a simple example of how this concept works in practice.
An example of a Web Strategy Scorecard goal
Goal 3: Retain and improve relationships with existing customers
Support, service and communicate with existing customers through social media and the website.
| Metric | Target | Tracked |
|---|---|---|
| “Customer Centre” visitors | 50 per week | Google Analytics (www.clientwebsite.com) |
| Downloads of customer information (forms, brochures etc.) | 200 per week | Google Analytics (www.clientwebsite.com) |
This way of recording the goal and metrics shows:
- The basic business goal
- A description of how online activities can help meet this goal
- Two clear metrics to track, directly related to the goal
- The targets that will show that this goal is being met
- Exactly where to find each figure so we know how to set up our reporting systems and so anyone else can use this Scorecard later.
