2009 - 2012 Strategic Plan
MISSION:

To foster Nantucket’s economic vitality, while respecting the island’s unique quality of life, to the benefit of our membership and community.
VISION:

Utilize Nantucket Island Chamber of Commerce resources and support to strengthen member participation, promote new relationships within the community, and enhance the Island’s reputation throughout the world.
GOAL 1

ENCOURAGE MEMBERS TO BECOME MODELS OF HOSPITALITY AND FOSTER BEST BUSINESS PRACTICES
Objective 1

Create a hospitality training program for employees with exposure to the public

Action Steps:
  1. Revitalize Team Nantucket
    1. Survey membership about what elements/tools they need to train staff
    2. Determine Nantucket 101 (Nantucket overview) content
    3. Determine what customer service/hospitality elements are most important for businesses
    4. Create materials for Team Nantucket packet (program overview, guidebook, DVD)
  2. Create a hospitality DVD
    1. Create 5-10 minute DVD that includes Nantucket 101 and hospitality training elements
Objective 2

Encourage good business practices
Action Steps:
  1. Create a Best Business Practice Handbook for Chamber members
    1. Poll members with a list of things that are considered best business practices to determine  what is most important to them
    2. Identify resources to include in Handbook
    3. Design Handbook
  2. Create a Mystery Customer program to assess customer satisfaction throughout Chamber businesses
    1. Create a form to rate business experiences (both good and bad)
    2. Reward positive experiences with an ad mentioning their business and the experience Mystery Customer had
    3. Businesses with reported negative experiences will receive a follow up visit, and the completed form(s) with suggested improvements
Objective 3

Measure visitor feedback

Action Steps:
  1. Re-evaluate visitor survey from 2004
  2. Implement new visitor survey
  3. Evaluate and analyze visitor survey results
  4. Implement strategies, as necessary, resulting from survey feedback
  5. Make survey results available to membership

GOAL 2
 BE A PROACTIVE RESOURCE FOR AND CONDUIT IN PROVIDING BUSINESS TOOLS
Objective 1
 Create a Nantucket resident discount card program
Action Steps:
  1. Develop parameters of discount card program (“Chamber Card”)
    1. Poll membership to develop discount offers
  2. Solicit Chamber member business partners for program
  3. Market Chamber Card to Nantucketers
Objective 2

Broaden communication of Chamber resources to membership
Action Steps:
  1. Incorporate education into Business After Hours
  2. Contact membership one-on-one on an annual basis
  3. Create new member “buddy program” with board members
Objective 3

Create a Business Resource Library
Action Steps:
  1. Identify and develop content for a Business Resource Library
    1. Poll members to identify needs and/or wants
    2. Survey Board members for industry specific resources and tools
    3. Explore external resources for Business Resource Library
    4. Identify local industry experts for Business Resource Library
  2. Implement Chamber Business Resource Library
    1. Create online based tool kit for membership
    2. Create “Business 1, 2, 3” packet (information on starting a new business on the island)
    3. Communicate existence of Business Resource Library to membership