This email from TripAdvisor.com may provide an insight into where customer service accountability is headed.
Here’s the headline to convince you to have a look at it:
For any of you who don’t use this site, it’s essential for travel tips and has never let me down.
I once almost fell for the marketing of a holiday firm offering cheap trips to Kenya, until I checked on TripAdvisor.
I found the company slated by many (and I mean many) of its customers for not paying its staff in Africa on time, or at all in some cases.
No wonder the trip was cheap.
TripAdvisor is surely the model for customer service accountability.
It must be only a matter of time before something this clear and credible hits your industry. Unless you are purely business to business.
Whilst Facebook groups and sites like moneysupermarket.com will fill the space in the meantime, it’s sites that move into the public lexicon, such as TripAdvisor, that companies should be even more concerned about.
So if you work in CSR or sustainability, make sure your focus is not just about the environment, community work, fairtrade or diversity.
Customer service, fulfilling your contract with your customer, comes first.
I am continually amazed that it features so poorly in corporate responsibility reporting.
Reporting on it honestly is a great innovation opportunity for a progressive company.