August 18th, 2008
Show Your Support for the Company-Customer Pact
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The Company-Customer Pact is a set of guidelines, or a “social contract’, proposed by the GetSatisfaction team for companies and customers to engage with each other on social media.
Almost all of us are both employees and customers, though we often forget that. By treating each other with respect, trust and transparency in both these roles, we can create constructive public dialogues to resolve customer experience issues and build meaningful long-term business relationships.
This pact is a call for shared responsibility between companies & customers — 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. It’s a balanced statement of responsibilities for companies and customers. (Lane Becker at GetSatisfaction)
It’s a little surprising that only 250 odd people have registered at the wiki to support the pact. Part of the reason is that such social contracts have almost an equal number of supporters and naysayers.
The Customer Company pact, is a BAD IDEA, The problems is that Companies will not adopt it as part of a strategy. Individuals will, just like the Clue Train Manifesto. How many of the F500’s are really on the clue train and adopted these principles? The same will hold true to the CC PACT. A PACT between a Customer and a Company should and ALWAYS be put under the jurisdiction of the law. (Peter Dawson)
Sure every blogger has the right to rant and complain, but doing it in way that would be conducive for companies to respond to –and actually make a difference to change their product is helpful. (Jeremiah Owyang)
It takes two sides to make things better - companies treating us well, and customers treating service reps like real people, and giving them a break sometimes. (Andy Sernovitz)
It’s critical to make that conversation human, and to deal with the people there in the same way you expect them to deal with you. (Stephen Collins from AcidLabs)
We want you guys to know how much influence you have when it comes to what we do here at MyBlogLog. Let us help you find out how to make the best of what we offer. This is our pact, this is our inspiration. (Tilly McLain from MyBlogLog)
We’re all for customers standing up and making companies come clean about deficiencies in their products and services. But, as we’ve articulated in our Customer-Company Pact , a consistently adversarial tone will only get you so far. If you’re truly interested in productive ends, you’ll get farther and accomplish more if you act with at least a modicum of understanding and cooperation, especially if the company is willing to meet you half-way. (Eric Suesz from GetSatisfaction)
If you believe that both companies and customers will benefit from following such a social contract, do register at the wiki to show your support (nudge to my Indian social media consultant friends Rajesh, Dina, Chhavi, Rajiv and Kiruba).
Update: If you have been finding it difficult to register at the wiki, you can show your support for the Company-Customer Pact at iPetitions.
Here, by the way, is the complete list of people who have signed up for the wiki so far.
- Thor Muller, Get Satisfaction
- Lane Becker, Get Satisfaction
- Amy Muller, Get Satisfaction
- Christine Herron, First Round Capital
- Auren Hoffman, Rapleaf
- Ramit Sethi, PBwiki
- Chris Yeh, PBwiki
- Paul Singh, PBwiki
- Shannon Newton, Market7
- David Young, Joyent
- Frederick Mendler, Rackspace
- Eric Suesz, Get Satisfaction
- Ben Metcalfe, Swordfish
- Tim O’Reilly, O’Reilly Media
- Ted Shelton, The Conversation Group
- Tara Hunt, Citizen Agency
- Chris Heuer, The Conversation
- Jake McKee, Ant’s Eye View
- Jerry Michalski, Sociate
- Chris Messina, Citizen Agency
- Jonathan Grubb, Rubyred Labs
- Janice Fraser, Emmet Labs
- Service Untitled Group
- Larry Halff, Ma.gnolia
- Greg Biggers, Chordiant Mesh, Ewakening
- Steve August, Revelation
- Deborah Schultz
- Christopher Carfi, Cerado
- Andy Sernovitz, author, Word of Mouth Marketing
- Kristine Molnar,PBwiki
- Brian O’Kelley, AppNexus
- Hiten Shah, Crazy Egg
- Chris Baum, CloudRaker, Boxes & Arrows
- Erica OGrady, Peanut Butter Media
- Drew Olanoff, Learning By Grace
- James Cox, PitchSpace
- Kelsey Ruger, Pop Labs
- Barry Welford, Strategic Marketing Montreal
- Ian Fenn, Chopstix Media
- Stephen P. Anderson, Viewzi
- Jeffrey Veen, Google
- Daniel Shaw, Media Design LLC
- Bill Erickson, The Creative Space
- Mike McDerment - FreshBooks
- Saul Colt - FreshBooks
- Sunir Shah - FreshBooks
- Thomas Knoll, dydimustk designs & conversations
- Ed Schipul - Schipul
- Dave Coustan
- Nitin Agarwal, Misk.com
- Mark Schmulen, NutshellMail
- David Lyman, NutshellMail
- Carrie Pacini,OpMom
- Russ Capper, TheBusinessMakers
- Alex Borsody music and arts blog
- Hagos Mehreteab, yoonew
- Tracey Lee Wallace, True Light Resources
- Jay Drayer, CareFlash
- Thomas Vander Wal, InfoCloud Solutions
- Gunther Lie, method
- Josh Shabtai, Ketchum
- Jesse Kliza, Metricz
- alexander borsody cnc machining & die cutting directory
- Ariel Waldman
- Seth Kenvin,Market7
- Amber Neill, iContact
- Ray King, AboutUs.org
- Silona Bonewald, soon to be up wetheusers.org
- Mark O’Keefe, Timbuk2
- Cameron Walters, Get Satisfaction
- Rael Dornfest, I want Sandy (Values of n)
- Gema Terrones, digital-telepathy
- Chuck Longanecker, digital-telepathy
- Rachel M. Murray, User Experience Designer
- Chris Doelle - LoneStarPrep.com, PMC Top10
- Colin Bruce, BView
- Ming Yeow Ng - Discoverio
- Ross Mayfield, Socialtext
- John Chodacki, Safari Books Online
- Sean Attwood, Rackspace
- Juliette Melton, Safari Books Online
- Aric Ross, Chasing Attire
- Karl Dotter, User Experience Designer, aol
- Jeff Boissier, Art Director, aol
- Pelle Braendgaard, Agree2
- Pedro Custódio, SHiFT
- Ed Byrne, Hosting365
- Steve Towers, Bennu Group
- Adam Blumberg, Truistic Solutions
- Melanie Rosenthal, Sprigley
- Paul Stringer, Treasuremytext
- Katie Lips, Treasuremytext
- Yoel Ben-Avraham, ePublicist
- Joildo Santos, Escola do Povo
- Kam Low, Gallery of China
- Mary + Kenn Krasner, http://www.spheres.net
- Casey Greene, PBwiki
- Daniel Benner, GINDIE (Global Indie)
- Charlie Park, PearBudget
- Jeremy Bencken, Rel Equals
- Matthew Dornquast, CrashPlan
- Katie Laird, Schipul
- Jeremiah Owyang, Forrester
- David J. Whelan, Consultant & Raconteur, bespoke. business strategy
- Moly Gordon, Intentional Entrepreneur
- Scott Allen, The Virtual Handshake, et al.
- Drew Bernard, ONE/Northwest
- Jess Sloss, Watch for Change
- Scott Bauman, Greenough Communications
- Heath Row, DoubleClick and Media Diet
- Chris Ravenscroft, VoilaWeb
- Mick Liubinskas, Pollenizer
- Phil Morle, Pollenizer
- Lisa Rokusek, AgentHR
- Mark Wayman, Social Gears
- Amy Murphy (amiliona), Williams Group
- Susan Scrupski ITSinsider
- Carol L. Skolnick, Clear Life Solutions
- Kim Laama, Radar Networks
- Damian Taggart. Mindshare Studios
- Patricia C Vener Silver Dragon Creations and Silver Dragon Creations on Etsy.com
- Victor Ramayrat Socient
- Kathryn Mcmahon Early American Textile Tools
- Craig Lauer Qualcomm, Inc.
- Richard Nacht, Blogging Systems Group
- Eric Anderson, neoverve
- Tilly McLain, MyBlogLog
- maiki interi, cog motive
- Jill Sheldon, Open Road Coaching
- Todd Miller, Zifty.com
- Joel Franusic, PBwiki
- Quinn Comendant, Strangecode Internet Consultancy
- Daniel Klokie Grossfeld, FileRide
- Pete Davies, TerraPass
- Clay Newton, Remarkd
- Dennis Faust, NetBooks
- Chris Hobbs, NetBooks
- Andrew Laffoon, Mixbook
- Andreas Milles of spreadshirt
- Stephen Collins of acidlabs
- Neil Laycock of PlusNet
- David J. Neff of SharingHope.TV
- Jessie Newburn of American City Girls
- Jakob Heuser (Jakobo) of Gaia Online
- Stefan Reitz, Reitz Industrial Services, LLC
- Kenny Lauer
- George Huff of We The Media
- Mat Morrison of Porter Novelli
- Tad Staley of Adobe (Buzzword)
- Jim Callender of Callender Creates Ltd
- Sahil Parikh of DeskAway
- Hans Engel
- Carl Lens of CreativeCrowds
- Robert Lord, Songbird
- Philip Immirzi of Ecomonkey Green Rewards
- Atul Veer of BetterLabs
- Cem Vogt of cemtown.net
- Ryan Parman of WarpShare and SimplePie
- Erik Rapprich of Rapprich, LLC
- Austen Ezeifedi of English Language Center, Lome, Togo>
- Sam Law of ProActive Software / ProWorkflow
- Jared Roy of Roy Advertising, Risdall Marketing Group
- Leif Jason, Mastermynde Mediaworks
- Scott Gavin Applied Trends / Web2.0 University / Scott Gavin
- Tim Gaunt of The Site Doctor
- Cliff Figallo of SociALCHEMY
- Garrett Dimon of Next Update
- Frazell Thomas, Infinity Squared Technologies, Inc.
- ilias Benjelloun, Living Life Live!
- Action Bénévole Communautaire, Action Bénévole Communautaire HEC Montréal
- Morgan Sherwood, Slide, Inc
- Alistair Warwick, The Art of Music
- Bart LePoole of RS Hotel S
- David Terrar of D²C and WordFrame
- Erika L. Walker of RUWebby Website Services & Content Management
- Brian Chabot, Proprietor of Just Works - Computers that Just Work
- Jeremy Yamaguchi, Owner of Zero Designs - San Diego Web Designer and Mottos for Success
- Tammy Stewart, Owner of SOS Service- Your virtual assistant
- Ro Price, Director of Client Happiness, Pluperfect
- Marc-Antoine Ross, Piria
- Judith Kallos @ TheIStudio.com
- Peter Berg of Joby, Inc.
- Donnie Berkholz, Gentoo
- Pre Priyadarshane, Du4Webtech
- Rajiv Doshi, Minekey
- Nikhil Roychowdhury, The Simple Leaf
- Sameer Vasta
- Shey Smith
- Alexander McMillen, Sliqua Enterprise Hosting
- Art Jones,eSAROS
- Mike & Marcy Cunningham People Plus, Inc.
- Erik Christiansen, SierraSnowboard.com
- Lara Fabans, Lodestone Consulting Services, LLC
- Stefan Fountain, Soocial - Hassle-free Contacts
- Gardiner Allen, Orchid & Company
- Will Dearman, LocationStore.com
- Eric Fortenberry, OrgSync.com
- Cayce Stone, OrgSync.com
- Sean O’Mahony, Cubic Telecom
- Jordan Brough, vunite media
- Liji Jinaraj, vunite media
- Nic Adler, The Roxy Theatre
- Jack Carlson, Cartridge World San Diego
- Stacy O’Connell, TechWeb
- Federico Lucifredi, Harvard
- Brett Christiansen, Maui Home Improvement
- Adelaide Zindler, FP (Fearless Parent) www.FearlessParenting.com
- Nick Bouton, Protagonize
- Matt Granfield, WotToDo.com.au and e-CBD
- Giacomo ‘Peldi’ Guilizzoni, Balsamiq Studios
- David Quitoriano, RedMedia
- JP Dubois
- Adam Darowski
- Joshua Lippiner, SimplyHeadlines.com
- Nate Ragan, MediaShout
- Ryan J. Markel
- Frederik Hermann, JAJAH Inc.
- Josh Sullivan, PV Powered
- Myleen Bacarra, FreshBooks
- James Archer, Forty
- Clinton Schaff, M80 & USC Annenberg Program on Online Communities
- I Love My Nanny, www.ilovemynanny.com
- David Suede, PicClique
- cnc mark shepard
- Eric Yang, Topaz Labs
- James Wong, iContact
- easyTXTR
- Jonathan Mandell, ThumbStrips
- Matthew Robson, Bushy Tail Ltd - Herbal Medicine
- Josh Breinlinger, oDesk
- Steph Hendricks, Whistletree
- Tor I. Pettersen, RebelShells
- Chris MacKay, ISPDev
- James Tucker, Thunk Incorporated (San Francisco + Singapore)
- anthoney antoin music and arts blog NYC
- Ben Watson Overlay.TV
- Support Team, GoByRoad.com
- Tony Zanders, simplyhired.com
- Santhan Naidoo, Medical Student Advisors
- Lee Starusta, ziipa.com
- Jeff O’Hara, Edmodo
- Andrew Masyk, Simkl.com
- Visible.net Team, Visible.net
- Joe Cothrel, Lithium
- Dominik Grolimund, Wuala
- Oona Grauers, Wuala
- Ben Westermann-Clark, Grooveshark
- Cory Shaw, iLovePhotos
- Jamez Martinez User Guides
- Matt Kane CleVR
- Brady Brim-DeForest Tubefilter
- Brian Gilham, Stopwatch
- Dan Rundle, The Worthwhile Company
- Gaurav Mishra, Gauravonomics
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Perhaps one of the reasons why many people haven’t registered is they can’t figure out how to get the ‘invite key’. Too many steps.
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@Douglas: The invite key “pact” is shared right on the top of the wiki homepage.
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I’ve also just set up a copy of the pact at http://www.ipetitions.com/petition/ccpact/ - I’m still in the process of moving signatures over, but feel free to start signing up here! (It IS easier than the wiki…)
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@Christine: Thanks for making it simpler. I signed up at iPetitions.
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