The SocialRetail Manifesto (c) SocialNetIT.com Ltd 2009
1. The customer is king or queen.
2. If you can’t find what you are looking for, tell us and we will find it for you.
3. If you are not satisfied, tell us and we will put it right for you.
4. We want to hear what you have to say about us – good or bad. Please talk to us.
5. Tell us when we make mistakes and we will try not to repeat them.
6. We encourage you to share your views, good or bad, on our service and our products with other shoppers and we will provide you with a place to share your views on our service and our products with us and other customers online and in our shops.
7. We sometimes rely on other companies to support our service to you, please tell us if we they let you down and we will find other companies who won’t.
8. Customer service is not a department.
9. We don’t try to persuade you to buy things you don’t need, it doesn’t help anyone in the long run.
10. Every member of staff has the power to help you, please ask them questions and don’t let them push you to other departments when you have a query. It’s our job to communicate with every department not yours. We won’t waste your valuable time.
If you are a retailer, please sign up to our manifesto.
If you are a shopper, please ask your shop to sign up to our manifesto.
Thank you.
Pete Doyle Founder, SocialNetit.com SocialMedia & e Commerce Management Consultancy
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Very very right Pete, love point 8 – a question, how do you educate every employee (sometimes hundreds or even thousands) to have ultimate discretion in providing solutions i.e. ‘the power to help you’ in a way that adds value to the business and the customer and not in a way that could be financially challenging to the business?