Transparency and Customer Experience: How much is too much?
Being financially transparent is now commonplace amongst organisations worldwide, but being transparent about every inner working of your business isn’t. A number of companies who participate in the social media space online are now feeling the need to be transparent about everything they do, not just financially. This behaviour has evolved from the notion of participating in a conversation and being open and honest with your customers. Joel Postman over at Social Media Today has documented how Domino’s has captured some buzz on the blogosphere by being pretty honest about the quality of their pizzas recently, and how they are trying to improve. Obviously there is a marketing agenda behind the push, to not only announce the news but an attempt to try and improve Domino’s reputation online.
The question organisations should ask when considering the level of transparency they adopt with their consumers is this – how is this knowledge impacting on your Customer Experience? Is it improving upon the experience or muddying the message? Any movement to be more transparent with your customers should be rooted in a clear goal, rather than just joining in with the crowd.
By Colin Shaw | Published: March 16, 2010