Thor Muller, Lane Becker and Amy Muller introduced the themes of the conference, and the Company-Customer Pact.

1. Wifi: sflan-prince
Program will commence at 9am
Made possible by

3. Good Morning!
Coming up...

4. So sad.

5. Why we’re here:
The Power to Delight

6. But really, it’s the oldest trick in the book

7. This is what’s different

8. The network smashes boundaries

9. The
Company - Customer
PACT
THE CHALLENGE
We, customers and companies alike, need to trust the people with whom we do business.
Customers expect honest, straightforward interactions where their voices are heard.
Companies work to inspire brand loyalty and deliver satisfaction while trying to understand
their customers better. It is evident that we all have a crucial stake--and responsibility--in
transforming the adversarial tone that too often dominates the customer experience.
A CALL FOR SHARED RESPONSIBILITY
Along with open, authentic communication comes the mutual responsibility to make it work.
As each of us is both a customer and an employee, we share in the rewards and challenges
of candor. By adopting these five practical measures, we can together realize a fundamental
shift in our business relationships:
COMPANIES CUSTOMERS
1.
Be human. Use a respectful, con- Be understanding. Show the
versational voice, avoid scripts and respect and kindness to company
never use corporate doublespeak. reps that you'd like shown to you.
2. Require employees to use their
real names and use a personal
Use your real identity, and foster
your long-term reputation with the
touch. company.
3. Anticipate that problems will
occur, and set clear, public
Recognize that problems will
occur, and give companies the
expectations in advance for how information and time required to
you will address (and redress). competently address issues.
4.
Make it easy to contact you, and Share issues directly, or through a
cultivate a public dialogue with forum where the company has an
customers to demonstrate your opportunity to respond, so it can
accountability. work with you to solve problems.
5.
Show an understanding of the Accept the sincerity of the effort
problem to be solved, and make and cooperate in the process of
an earnest, thorough and resolution.
obser vable attempt to solve them.
OUR PACT
By working together in these ways, people build long-term relationships that lead to trust,
strong communities, and sustainable businesses. We, as companies and customers, support
this call for change.
SUPPORT THE PACT AT HTTP://ccpact.com

10. A CALL FOR SHARED RESPONSIBILITY
Along with open, authentic communication comes the mutual responsibility to make it work.
As each of us is both a customer and an employee, we share in the rewards and challenges
of candor. By adopting these five practical measures, we can together realize a fundamental
shift in our business relationships:
COMPANIES CUSTOMERS
1.
Be human. Use a respectful, con- Be understanding. Show the
versational voice, avoid scripts and respect and kindness to company
never use corporate doublespeak. reps that you'd like shown to you.
2. Require employees to use their
real names and use a personal
Use your real identity, and foster
your long-term reputation with the
touch. company.
3. Anticipate that problems will
occur, and set clear, public
Recognize that problems will
occur, and give companies the
expectations in advance for how information and time required to
you will address (and redress). competently address issues.

11. of candor. By adopting these five practical measures, we can together realize a fundamental
shift in our business relationships:
COMPANIES CUSTOMERS
1.
Be human. Use a respectful, con- Be understanding. Show the
versational voice, avoid scripts and respect and kindness to company
never use corporate doublespeak. reps that you'd like shown to you.
2. Require employees to use their
real names and use a personal
Use your real identity, and foster
your long-term reputation with the
touch. company.
3. Anticipate that problems will
occur, and set clear, public
Recognize that problems will
occur, and give companies the
expectations in advance for how information and time required to
you will address (and redress). competently address issues.
4.
Make it easy to contact you, and Share issues directly, or through a
cultivate a public dialogue with forum where the company has an
customers to demonstrate your opportunity to respond, so it can

12. 1.
Be human. Use a respectful, con- Be understanding. Show the
versational voice, avoid scripts and respect and kindness to company
never use corporate doublespeak. reps that you'd like shown to you.
2. Require employees to use their
real names and use a personal
Use your real identity, and foster
your long-term reputation with the
touch. company.
3. Anticipate that problems will
occur, and set clear, public
Recognize that problems will
occur, and give companies the
expectations in advance for how information and time required to
you will address (and redress). competently address issues.
4.
Make it easy to contact you, and Share issues directly, or through a
cultivate a public dialogue with forum where the company has an
customers to demonstrate your opportunity to respond, so it can
accountability. work with you to solve problems.
5.
Show an understanding of the Accept the sincerity of the effort
problem to be solved, and make and cooperate in the process of

13. 2. real names and use a personal your long-term reputation with the
touch. company.
3. Anticipate that problems will
occur, and set clear, public
Recognize that problems will
occur, and give companies the
expectations in advance for how information and time required to
you will address (and redress). competently address issues.
4.
Make it easy to contact you, and Share issues directly, or through a
cultivate a public dialogue with forum where the company has an
customers to demonstrate your opportunity to respond, so it can
accountability. work with you to solve problems.
5.
Show an understanding of the Accept the sincerity of the effort
problem to be solved, and make and cooperate in the process of
an earnest, thorough and resolution.
obser vable attempt to solve them.
OUR PACT
By working together in these ways, people build long-term relationships that lead to trust,

14. expectations in advance for how information and time required to
you will address (and redress). competently address issues.
4.
Make it easy to contact you, and Share issues directly, or through a
cultivate a public dialogue with forum where the company has an
customers to demonstrate your opportunity to respond, so it can
accountability. work with you to solve problems.
5.
Show an understanding of the Accept the sincerity of the effort
problem to be solved, and make and cooperate in the process of
an earnest, thorough and resolution.
obser vable attempt to solve them.
OUR PACT
By working together in these ways, people build long-term relationships that lead to trust,
strong communities, and sustainable businesses. We, as companies and customers, support
this call for change.

15. Made possible by