Setting goals based on customer insights is an effective way to create action, but be aware of these common traps:
Make sure you have the right metric(s): Plan for some testing to ensure the metric predicts the desired outcome. Typically, goals for various parts of the organization align with metrics that are specific to that area, while the overall company goal (e.g., revenue growth) is tied to a high-level metric (e.g., customer loyalty).
Pick just three goals: While customer....