Tony Hsieh opened up our Customer Service is the New Marketing Summit with a compelling statement: “We’re a customer service company. We just happen to sell shoes. Twenty years from now, hopefully people won’t even remember that we sell shoes.”
That’s a strong statement from the CEO of a pretty strong company: Zappos. You may not know it, but they’re not in the shoe business. Having effortlessly bought — and effortlessly returned — many pairs of shoes from and to them, I’m inclined to agree with him. They ooze customer service.
To help us foster and encourage the kind of spirit that Tony believes in, we’ve introduced the “Company-Customer Pact,” a simple, usable framework for company-customer interaction.
The provisional draft of this document is now available at CCPact.com. We’re actively seeking community support, as well as public comments on this document. Support and comments can be voiced right on the wiki pages. Having your voice included would be terrific.
Please forward this post to folks that you’d like to hear in this conversation — or anyone you think would be interested in building better company-customer relationships.
