« Interview: How The T-ShirtKing Embraces The Social Customer | Main | Can Customers Turn The Tables Via Videotape? »

The Social Customer Manifesto

If Cluetrain was the shot heard round the world, then this is certainly its echo.

It is clear that customers across all industries are getting really tired of being spun, misled, and lied to. Individuals like Jon Stewart are taking very public approaches to complaining about horrible service when they see it. Eliot Spitzer appears to be single-handedly taking down the insurance industry for shafting its customers (and it looks like he has his eye on the music industry next).

Customers simply aren't taking it anymore. And if an organization is not opening up to them, and not interacting with them, and not meeting their needs, those customers are going to make sure the organization knows about it. Maybe not today, but soon…and that's if the organization is lucky. More likely, those same customers will just go away and never come back.

On this front, there are a few trends that we've identified from the customer's point of view. They are listed below. And this is known to be an incomplete list.

We need to build it out together with stories, comments, criticisms, debate and insights. There are no spectators anymore.

Participate.

THE SOCIAL CUSTOMER MANIFESTO

  • I want to have a say.

  • I don't want to do business with idiots.

  • I want to know when something is wrong, and what you're going to do to fix it.

  • I want to help shape things that I'll find useful.

  • I want to connect with others who are working on similar problems.

  • I don't want to be called by another salesperson. Ever. (Unless they have something useful. Then I want it yesterday.)

  • I want to buy things on my schedule, not yours. I don't care if it's the end of your quarter.

  • I want to know your selling process.

  • I want to tell you when you're screwing up. Conversely, I'm happy to tell you the things that you are doing well. I may even tell you what your competitors are doing.

  • I want to do business with companies that act in a transparent and ethical manner.

  • I want to know what's next. We're in partnership…where should we go?

October 26, 2004 in social customer | Permalink

TrackBack

TrackBack URL for this entry:
http://www.typepad.com/t/trackback/191646/1388490

Listed below are links to weblogs that reference The Social Customer Manifesto:

» The Social Customer Manifesto from CorporatePR
I love this! THE SOCIAL CUSTOMER MANIFESTO I want to have a say. I don't want to do business with idiots. I want to know when something is wrong, and what you're going to do to fix it. I want to help shape things that I'll find useful. I want to conne... [Read More]

Tracked on Nov 16, 2004 1:13:21 AM

» PR Misc - November 16, 2004 from PR Opinions
[Read More]

Tracked on Nov 16, 2004 3:04:12 AM

» A blog is a great CRM tool from NevOn
Guillaume du Gardier recounts an experience in a post in the CEO Bloggers' Club from meeting with the sales team of an international company in which blogging was discussed: The first reaction of the sale team was negative, as they [Read More]

Tracked on Dec 8, 2004 4:49:56 AM

» Social Customer Manifesto from Easy Bake Weblogs
"I don't to do business with idiots." [Read More]

Tracked on Jan 3, 2005 2:06:41 PM

» The Social Customer Manifesto from Hans on Experience
Naar aanleiding van mijn posting over de Cluetrain Manifesto gaat Frank-ly zijn scriptie over scenemarketing. Jawel! Dat is nog eens open source gedacht. Alhoewel het manifest al weer van 4 jaar terug is, merk ik dat de inhoud meer en [Read More]

Tracked on Feb 7, 2005 12:40:54 AM

» There Are No More Spectators Anymore. Participate. from 'Change, Culture, Creativity, Communication'
Christopher Carfi's Social Customer Manifesto. Treat your customers like you want to be treated when you are the customer. (Link via Lee) THE SOCIAL CUSTOMER MANIFESTO I want to have a say. I don't want to do business with idiots. I want to ... [Read More]

Tracked on Mar 12, 2005 10:24:51 AM

» Poniéndole cuidado a sus clientes from Blog lectores español
 The Social Customer Manifesto"THE SOCIAL CUSTOMER MANIFESTO I want to have a say. I don't want to do business with idiots. I want to know when something is wrong, and what you're going to do to fix it. I want to help shape things that I'l... [Read More]

Tracked on Mar 21, 2005 4:33:49 PM

» The Social Customer Manifesto from Call it YASBLOG
Nach dem Clue Train Manifesto, das nun ein paar Jährchen auf'm Buckel hat, nun 'The Social Customer Manifesto' Is in Arbeit ... klingt aber schon mal vielversprechend! [Read More]

Tracked on Mar 23, 2005 5:02:24 AM

» Social Customer Manifesto: What does your customer want anyway? from Pluck RSS Feed of the Day
Imagine a little scenario: You're a customer of wireless company ABC, and recently paid $499 for a new 2-year contract and the super duper phone (with headset attachment) shown here. After a few minutes of intense use, the rubber band your favorite att... [Read More]

Tracked on Nov 21, 2005 7:05:42 AM

» Are You Ready for the "Social Customer?" from Create Value Innovation
Here is THE SOCIAL CUSTOMER MANIFESTO from Christopher Carfi: Reading this, you might say that customers are becoming more demanding. I want to have a say. I don't want to do business with idiots. I want to know when something [Read More]

Tracked on Jan 27, 2007 7:19:04 PM

Comments

Looking at your blog, I see it has features I'd like to emulate. If I post a comment does it appear immediately or is there an editorial delay? Was this blog written from scratch or does the code come from an available source?

Posted by: Mike Collins | Feb 23, 2005 4:48:02 AM

This is an amazing blog.

To add to your social customer manifesto.

I am not interested in products that "I really need".

If h20 is your main ingredient, next.

If sugar or corn syrup is your main ingredient, next.

If your dell can do the same thing my computer does, next, especially if "I really need it".

If a celebrity is pitching your product, next.

If a celebrity in a reality show is pitching your product, next.

If you blog or podcast about your product in any way that is not real, next.

Then......Next

Posted by: Sophia | Jul 12, 2005 7:25:21 AM

The Social Customer Manifesto appears to be quite appropriate for College Students also... A good thing to share with administrators, instructors, and staff at Professional Development gatherings.

Posted by: Phyllis | Dec 7, 2005 9:10:47 AM

what i find truly amazing, is that as individuals, we understand the importance of being human. we speak about valuing honesty among other moral and ethical converns (the environment, poverty, social injustice).

but when we find ourselves part of a larger group (a corporation, a nation, a population of consumers) we seem to "forget" these things.

yes, the consuming public is becoming more aware, and more demanding, but we're not there YET.

the isolated incidence of "consumer revolution" (sony's rootkit scandal being the most recent) isn't a threat to the business of spin yet. a coincidence, mob rule, herd mentality.

i fully agree when you say "There are no spectators anymore", and i thank you for putting this on the table.

Posted by: der kamerad eks | Feb 12, 2006 10:21:35 PM

Someone needs to fwd this to Six Apart, who have totally forgotten the ethics they claimed to have when they bought LiveJournal.

Posted by: LJAB | May 29, 2006 1:48:40 PM

Dear Crhis

I just linked AGAIN to the Social Customer Manifesto -

The Social Media workshop sizzled!

Glad I was there for an important moment in time, in SF.

Mei Lin

Posted by: Mei Lin Fung | Mar 29, 2007 4:10:39 PM

mei lin...so glad you were there as well! thank you for sharing the time with us.

Posted by: christopher carfi | Mar 29, 2007 6:29:15 PM

Hi, I only care that I have my mother proud of me. Because I know that my father hates me so I really don’t care if he is proud of me or not. I have tryed to walk the strait and narrow path and faltered afew time. But, at the end of the day I would like to know that my Mother was proud I was her son
I am sorry if it to you not interestingly.

Posted by: Tomas Wong | Aug 17, 2007 12:30:55 AM

Hi, I only care that I have my mother proud of me. Because I know that my father hates me so I really don’t care if he is proud of me or not. I have tryed to walk the strait and narrow path and faltered afew time. But, at the end of the day I would like to know that my Mother was proud I was her son
I am sorry if it to you not interestingly.

Posted by: Tomas Wong | Aug 17, 2007 12:31:15 AM

I have been looking for sites like this for a long time. Thank you!

Posted by: Kamil | Aug 17, 2007 2:47:18 AM

I have been looking for sites like this for a long time. Thank you!

Posted by: Ted | Aug 18, 2007 4:22:48 PM

It's nice article! Thanks, good info!
I will visit your blog again. Vistt my sex blog too. http://www.sexylux.com

Posted by: Online pharmacy | Oct 2, 2007 5:23:27 PM

thanks you admin.

Posted by: wmwebtr ödüllü seo yarışması | Dec 24, 2007 7:11:50 PM

Excellent points. Thank you for a very thought provoking article.

Here are a few more that come to my mind:

1. I want you to remember me
2. I will tell my complaint just once.
3. I have more choice than ever before and I intend to use it!

Posted by: Prem Rao | Mar 18, 2008 12:02:20 AM

Post a comment