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David Armano’s social business manifesto

I just met Chris Carfi via Project VRM, and this week learned that he’s joining Edelman. David Armano, now with Edelman, blogged about this, and included his social business variation of the Carfi’s customer manifesto:

  • We will no longer view you as “consumers”. Instead, you are co-creators, participants, and advocates.

  • We will actively listen, and participate authentically because we know you demand nothing less.
  • We will meet you on your terms, not ours.
  • We will provide value, not noise.
  • We will evolve our workforce to meet the changing demands of a networked economy.
  • We will focus on your needs vs. our messages.
  • We will build relationships that connect us in ways where we all benefit.
  • We will act ethically and transparently, because it’s no longer a choice.
  • We will respond to changes quickly—we will adapt.
  • We will move forward with you, not without you, because you are our future.

Is this a transformation of the organization? Great customer-centered orgs always come from a similar attitude, but there’s a sense of urgency here – this is what you have to do, because you’re in a media environment that embraces transparency – you’re in the participatory panopticon – and is about symmetrical relationship. So this isn’t just good advice, it’s survival training for the networked world.

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