Joseph Jaffe: The Customer Service Manifesto

The Customer Service Manifesto

Creator: Joseph Jaffe is Chief Interruptor of Powered and the author of three books, including Join the Conversation and Flip The Funnel.

Purpose: Customer Service has become “…one of the most mission critical components that can make or break a business. The Manifesto for Customer Service documents this sea change, introduces 10 new rules of customer service and introduces a key hypothesis namely that customer service needs to be elevated to the front office…” (from the manifesto, p2)

Manifesto – Ten New Rules of Customer Service

(key points only)

  1. Customer service doesn’t end at 5pm on Friday.
  2. Move from ‘everything communicates’ to ‘everyone communicates’.
  3. All customers are equal, but some are more equal than others.
  4. Customer service is not only about solving problems.
  5. Customer service lives ‘in the now’.
  6. Customer service can be a revenue generator.
  7. Customer service lives in the public domain.
  8. Customer service needs a memory.
  9. Customer service needs to be proactive and anticipatory.
  10. Customer service is alive.

Source

Download the complete Manifesto: http://changethis.com/manifesto/show/68.06.ServiceManifesto

Author’s Blog: http://www.jaffejuice.com

Related Manifestos

More from Change This

Simple Shoes Manifesto

Creator: Simple Shoes – shoe geeks making a new shoe-topia!

Purpose: 100% sustainable shoes for a Happy Planet

Simple Shoes Manifesto

With all the over-built, over-hyped products out there, it’s pretty hard to ?nd sustainable shoes that you can live with. So we started Simple, your stereotypical, anti-stereotype brand offering good shoes and a big dose of reality.

About a gazillion pairs later… give or take a few… we’ve managed to learn a few things. Well, actually a lot of things. And none more important than this: HOW we make our shoes is just as important as WHY we make them. That means finding more sustainable ways of doing business so we can make a gazillion more.

Which pretty much is where we are today… at the crossroads of here and now, aware of our responsibility to the planet while trying to pay the bills. The nice little shoe company getting in touch with its inner hippie.

Simple Shoes Manifesto

Source

About Us: http://www.simpleshoes.com/info/index.aspx?g=info

Manifesto: http://www.simpleshoes.com/info/manifesto.aspx?g=info

Video Story: http://www.simpleshoes.com/info/storySimple.aspx

Rob Walling: The Micropreneur Manifesto

Rob Walling's Micropreneur Manifesto

Creator: Rob Walling, author of Start Small, Stay Small.

Purpose: Distill the key points you’ll need as a micropreneur or solo founder to create and launch products that make a difference, provide amazing value to niche markets and change their own little corner of the world.

The Micropreneur Manifesto

  1. It’s Much Harder Than It Looks.
  2. There is Power in Working Alone.
  3. Focus on Your Strengths.
  4. Freelancing is Dangerous.
  5. Seek Leverage.
  6. Stay Away from “Moonshot” Ideas.
  7. Product Last. Market First.
  8. Charge for Your Product.
  9. Passion Isn’t All it’s Cracked Up to Be.
  10. The Pressure of Freedom.
  11. Become a Black Belt Internet Marketer.
  12. Think Human Automation.
  13. The More You Do in Public, the Faster Things Will Move.
  14. Failure is an Option.
  15. Live Like a Pauper, Treat Your Business Like a King.
  16. Reject Growth.

Source

Download: http://changethis.com/manifesto/show/80.03.MicropreneurManifesto

Author’s Website: http://www.softwarebyrob.com/

Alina Tugend: The Mistake Manifesto

Alina Tugend Mistake Manifesto

Creator: Alina Tugend, Author of Better By Mistake

Purpose: Our fear of mistakes has a high cost – we spend energy blaming each other and we avoid daring and innovation.

Manifesto

While I am not advocating that we all run around blundering and goofing up all the time—and certainly none of us like dealing with people who make the same mistake over and over—our fear of mistakes has a very high cost.

We exert enormous energy blaming each other when something goes wrong rather than finding a solution. Defensiveness and accusations take the place of apologies and forgiveness. Mistake-avoidance creates workplaces where making changes and being creative while risking failure is subsumed by an ethos of mistake-prevention—at the cost of daring and innovation.

  1. Teach supervisors about growth mindsets versus fixed mindsets.
  2. Make sure you don’t say one thing and do another.
  3. Mimstakes shouldn’t just be accepted, but rewarded.
  4. Learn to communicate well.
  5. Know how to apologise and how to accept apologies.

Source

Download: http://changethis.com/manifesto/show/81.04.MistakeManifesto

Author’s Website: http://www.alinatugend.com/

Kim Mok: The Manifesto Manifesto

Kim Mok The Manifesto Manifesto

Creator: Kim Mok, Copywriter

Purpose: To poke some fun at Manifestos.

Manifesto

How to Write a Manifesto

Today, we write a manifesto.

Today, our second sentence starts with the first word of the first sentence.

We write a short sentence.

Then a shorter one.

Then a really, really long one that maybe doesn’t make any sense but is immediately followed by

One.

Word.

Sentences.

Then we make our point even clearer

By using fragmented prepositional phrases.

By repeating that first preposition.

By doing it a total of three times.

And then we have another really long sentence that builds up excitement for our overarching concept that is summed up in a word that makes absolutely no sense.

Kumquat.

Source

Website: http://www.kimmok.com/514799/The-Manifesto-Manifesto

Thanks to Gihan Perera for sharing this with us.

Sally Mabelle: From Separation to Connection

Sally Mabelle : Voice of Leadership

Creator: Sally Mabelle, ‘the voice of leadership specialist’

Purpose: To empower you to find and express your own ‘voice of leadership’ – particularly in business.

Manifesto (selected highlights)

It’s the same problem in your family, your community, your organisation, and the world…your biggest problem is a sense of SEPARATION. This sense of separation or ‘disconnection from the whole’ is an illusion. Science has proven that all energy in the universe is interconnected. The essence of every atom is the same – pure energy. We are all at the core that same energy in different forms.

Five Levels of Separation

1. Individual
2. Relationships
3. Community
4. Organisations
5. World

The future we must create together instead is a world of ONENESS.

7 keys to experience the power of ‘connection’

1. Be here now
2. Assume responsibility for yourself at all times
3. Seek to empathise and understand
4. Build trust
5. Speak the truth with compassion
6. Collaborate
7. Appreciate,celebrate, and honour the cycles and the seasons

Source

The complete Manifesto: http://www.sallymabelle.com/speaker/

Ian Berry: Changing What’s Normal Manifesto

Changing Whats Normal Manifesto

Creator: Ian Berry (2011), change master and founder of Difference Makers.

Purpose: “I wrote this manifesto because I am tired of the status quo and want to co-create a new world.”

Changing What’s Normal Manifesto

  1. The narrower the gap between what we know and what we do, the more fulfilled life we live, and the greater influence we exert
  2. I’m not normal and neither are you! Instead we are all one-of-kind human beings
  3. Change is normal yet it changes what’s normal
  4. The greatest change I have witnessed in my life is society becoming part of the economy.  Social entrepreneurs are leading the way to reversing this.  Success  will mean we have stepped back from the brink of destroying ourselves and our planet
  5. Trying to change other people is futile and is a slippery slope to self-destruction.  The good news is we can inspire others to change themselves by being change masters ourselves
  6. Change is personal first, local second, national third, and international fourth.  Ignoring this order means the great challenges we must overcome to survive and thrive remain challenges
  7. Change begins with what our philosophies about change are and then with intention or purpose which is followed by feelings, thoughts, and behaviour. To focus on behaviour change without aligned philosophies, intention, feeling, and thinking means no long-term behaviour change
  8. Change is social, environmental, economic, technological, spiritual, scientific, and universal, all at the same time
  9. Change is a process and a never-ending journey
  10. Change is pull more than push
  11. Change is both/and, never either/or
  12. Change is simple, which usually doesn’t mean easy
  13. Change is easier when it is driven by enlightened self-interest
  14. Change means why comes before how and how before who, what, and when
  15. Change that inspires and really matters has much to do with appreciating people when they excel and helping them to be accountable when performance is less than agreed it should be.

Source

Personal Website: http://www.ianberry.au.com

Community Website: http://www.differencemakers.com.au

Chris Curnow: The Excellence Manifesto

Chris Curnow: The Excellence Manifesto

Creator: Chris Curnow, The Excellence Project

Purpose: A manifesto to capture our infinite capacity both individually and collectively. And, as the source of the Excellence Project to promote excellence.

The Excellence Manifesto

Excellence creates the future

Excellence is infinitely better than good

Excellence sees with fresh eyes

Excellence is courageous

Excellence is a worthy pursuit

Excellence is accountable

Excellence is self organising

Excellence is immeasurable

Excellence goes fast slowly

Source

Website: http://www.theexcellenceproject.com.au/manifesto/manifesto.html