Be Different or be dead

December 13, 2010

Why a charter of rights should be given as a gift to your customers

Source: Unsplash

Why a charter of rights should be given as a gift to your customers.

It’s about time we created a list of things that we, as customers, expect of the organizations we do business with. It should go something like this…

I, as your customer, have the right to…

— be respected by every employee I connect with;
— feel important as the person who keeps you in business;
— be listened to; no I mean REALLY listened to!
— be the center of attention rather than an annoyance who takes you away from your “real job”;
— guide you in the formulation of your internal rules, policies and procedures;
— determine the appropriate systems and processes by which I do business with you. I expect you to make it easy for me to do business with you;
— have a voice in who you recruit into positions that govern the service experience. I expect you will hire people who will move heaven and earth to take care of me;
— personalized marketing offerings that recognize my own personal needs, wants and desires;
— NOT be on the receiving end of product flogging. I expect you will create offers that expose me to new experiences that will make me happy and joyful;
— afforded the opportunity of giving you honest yet at times critical feedback on how I am being treated, knowing you will take my comments and make my life with you better;
— NOT be ignored no matter how simple and trivial my request of you might be;
— dazzling service experiences. I expect you to surprise me with gifts that you give freely with no expectation in return;
— feel the humanity in your organization. I don’t want to constantly confront technology that replaces people. I despise voice response systems and call centers that require me to wait up to 30 minutes for one of your people to answer while I listen to you tell me “Don’t hang up. Your call is important to us”;
— a deep meaningful relationship with you rather than being viewed as a commercial transaction where all that is important is the money exchange from me to you;
— be rewarded for my loyalty to you on occasion;
— be communicated with regularly in terms of what new things you have that may meet my needs and my feedback on how well you have been treating me.

Is that too much to ask in a world of fierce competition, plummeting customer loyalty and tenuous organizational survivability?

I think not.

Cheers,
Roy
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• Posted 12.13.10 at 10:59 am by Roy Osing
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