Team Comms - Q4 Goals

[joethreepwood]

Disclaimer for everyone

I've put owners next to things based on the feel of the Q4 goal, but this is all up for discussion. If you'd rather do something else, or don't think you're the right person for something: please say so!

Wording is important, but not the be-all and end-all. We don't want to spend hours debating the specific wording as long as the direction is clear.

These goals should move the needle. It's OK to take time away from tickets and BAU work to focus on things that move the needle.

Retro on Q3

Here's a link to the full Q4 planning notes, but a summary of the goals retro is below.

• Hit our expanded SLAs while keeping CSAT stable (Marcus + Steven)
  We basically smashed this. The internal notifier for SLA breaches made a notable difference. SLA achievement ranged 82-87% and our CSAT was stable throughout at 82%. 10/10, great job!

• Level up our processes and automations (Steven)
  We solved the problems we could and kept iterating and improving processes continually. We solved the domain problem, confirmed the bounce problem was unsolvable, and got Max AI to a good spot. It didn't launch, but it will soon. 8/10, nice work!

• Make sure we have successful launches for new products (Joe)
  9/10
  Basically everything went to plan. Messaging on the pricing changes and launches especially landed fantastically. Some delays and hiccups with web analytics and mobile replay, but nothing awful. 9/10, decent job!

• Continue supporting CS & Sales (Joe)
  Ticked everything off the list, then added some more and ticked all that off too. Nobody in CS came and shouted at us, which is the real metric of success. 10/10, team effort!

• Onboard community manager (Joe)
  We basically futzed around, spent a long time trying, and then decided not to bother with this. Fair bit of wasted time, which I take responsibility for. We ended in a good place, but it was a distraction. 5/10, nice try.

• Run another YC S24 campaign, but with less direct work (Joe)
  50% penetration isn't bad, is it? Plus, I definitely put a lot less direct work into this than I did in the previous batch. I feel like 50% is now our baseline. 10/10, pat on back!

What comes next

• Once everyone has reviewed the PR and left their thoughts, I'll merge this in.
• Once merged, everyone should put a brief issue together in the Meta repo describing what they'll do. Do this however you want (it can just be a brain dump of ideas), but here are two good examples.
• Once you've done the planning issue, add a link to the Teams page. We can then use the issues for gathering feedback, ideas, progress, etc.

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[charlescook-ph]

This is worth doing but I don't think needs to be a specific goal unless you have particular tasks/projects in mind?

[joethreepwood]

For F24, I at least want to do the Supergroup stuff.
For CS, mainly it'll be case studies -- Cam has been asking for non-technical ones, so I'm at least going to look at that.

No strong feelings on having them on here or not. It'll go on my Q4 planning issue regardless.

[joethreepwood]

@slshults @darkopia Can I get a review from both of you this week, please? We should get this merged in so we can start planning next steps!

[darkopia]

Looks good to me!