A few weeks ago, we attended a summit put together by our friends over at Get Satisfaction and they launched something they call the Company-Customer Pact. As they put it:
This pact is a call for shared responsibility between companies & customers â€” one that promises that both sides will hold up their end of the bargain to change the game. The document provides a way to opt into a set of shared values. Itâ€™s a balanced statement of responsibilities for companies and customers.
You might wonder why we need this, as it seems like common sense. But if common sense were enough more people would be employing these principles now. Weâ€™ve been trained by the bad habits of corporate culture to turn away from the anger of alienated customers reacting to an environment where itâ€™s common place for companies to hide behind phone trees, avoid fault, and employ anonymous and in-human call centers that makes them hard if not impossible to reach. Or by engaging in practices like price-gauging and issuing confusing bills and policies.