You Can’t Improve What You Can’t Measure

Clarity starts with channel-specific KPIs.

  • Learn the key KPIs that matter most for social support (think: response time, sentiment, and more).

  • Get a framework for assigning KPI accountability across roles and tools.

  • Roll out social media KPIs without disrupting flow or tone.

  • Track public conversations with tools that tie back to CX performance.

  • Walk away with a scalable dashboard and rollout plan for social media metrics.

Inside This Course: Social Media KPIs for Real CX Impact

Fast, focused training to help you lead your social CX strategy with confidence.

    1. 📒 1.1 KPIs Agents Control vs. KPIs Managers Drive

    2. 🧠 1.2 Practice Exercise: KPI Accountability Mapping – Who’s Driving Results?

    3. 📒 1.3 KPIs for Executives

    4. 🧠 1.4 Practice Exercise: Executive KPI Translator – Turn Metrics into Strategic Insights

    1. 📒 2.1 Social Media KPIs

    2. 💼 2.2 Case Study: ShopGlow + Social Media

    3. 🧠 2.3 Practice Lesson: Apply What You Know – Social Media Support KPI Scenarios

    1. 📒 3.1 Setting the Stage for KPI Rollout

    2. 📒 3.2 Communicating & Training for KPI Success

    3. 📒 3.3 Monitoring, Coaching & Optimizing KPIs

    4. 🧠 3.4 Practice Exercise: KPI Focus Toolkit for CX Leaders

    1. 📒 Mastering CX Metrics

    2. 📖 Download Your Workbook

About this course

  • 13 lessons
  • 0.5 hours of video content