“Vision without execution is hallucination.” – Thomas A. Edison
This quote by the great inventor Thomas Edison is one that I really like. It had an impact on me when I first heard it many years ago and has been a driving force to get me to take massive action on the visions and strategies I know will be important to the growth and success of my business. A lot of these visions for success include my customers and my ability to retain their business.
But when it comes to developing a customer retention plan for your company, just having a vision of how you want your customers to be treated isn’t enough. You need to develop that vision, back it up with a plan, then execute that plan to realize success.
- Begin to commit your vision to paper. Write down the things that you know will make for a better customer experience for those who patronize you.
- Create a quarterly plan to make your customer retention vision come to life in your organization. Think about the training, resources, programs (mystery shopping is an important step here!), and consultants you may want to contact to provide you with advice and guidance ensuring that you stay on track with your efforts and meet the retention percentages that are important for the profitability of your organization.
- Execute your plan, adding components to your customer retention program throughout the year and don’t let anything get in your way. To determine if your plan is a success, establish a rate of retention as one of your corporate goals and be sure to share this with your staff.
So as you think about the growth of your business, be sure to include how your customers factor in. But remember, vision without execution is hallucination! Make your visions reality.
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Do you have a favorite business quote to share?