What is a vision statement?

Those of us that have been around a while remember the flurry when mission statements were all the rage. They were typically defined by someone who just, in my mind, did not get the point..

I was gonna post a few examples, but I stayed away from that to protect the formerly embarrassed.

Today companies are spending gobs of dough on Visioneering sessions. (yes, thats a thing!) So I though I would examine that a bit more, liking the concept of a Vision Statement, keeping it simple and not mystifying it into wizardry.

Many definitions on the inter web about this, and here is a very dry version

A customer service vision is a statement that clearly defines the type of customer service employees are expected to provide.

Alright, alright, alright....lets look at this from the lens of a customer and their expectations from you, the supplier, store, website etc.

Good customer service visions should have these three hallmarks:

1. The definition is simple and easily understood
2. It describes the type of service you want to achieve for your customers
3. It reflects both who we are now and who we aspire to be in the future

A top example from REI

We inspire, educate and outfit for a lifetime of outdoor adventure and stewardship.

Geddit? Crisp, concise and empathetic.

Another fave of mine..

The Ritz Carlton

We are ladies and gentlemen serving ladies and gentlemen.

Many more out there, just google it..

So, how do you create a vision and a statement? KISS of course...Keep It Simple Stupid!

It generally takes three steps:

1. Gather input from employees, advocates and customers.
2. Assemble a small team to write the vision (it takes just two hours with a skilled facilitator).
3. Share the new vision with all employees to gain buy-in.

Thats it for today folks...CX onward...