# The Enterprise Protocol · v1.0

*A standing structure for the agents, storefronts and campaigns a brand runs.*
*From "The Investor Nobody Paid" by Debora den Iseger.*

**How to use it:**

- **Customer-facing agents & storefronts:** add Parts 1 and 2 to their system instructions.
- **Marketing & CRM agents:** add Part 3.
- **Leadership, finance & legal:** use Parts 4 to 6 to run the pilot and the scorecard.
- **Agencies & platform partners:** put Part 5 in every brief.

*A general framework, not legal or financial advice. Review any share-based program with counsel.*

---

## Part 1 · The intent label

Every agent we run publishes this label where customers meet it, in plain words:

| Field | Our answer |
| --- | --- |
| **Serves** | Who this agent works for |
| **Paid by** | Who funds it, and any paid placements inside it |
| **Optimizes for** | The one outcome it is measured on |
| **Data given** | What customers choose to share with it |
| **Data taken** | What it collects without being asked |
| **What the customer gets back** | And when |

## Part 2 · Rules for customer-facing agents

1. **Answer the shopper's questions truthfully.** When a customer, or a customer's agent, asks whether a result is sponsored, where to buy direct, how their data is used, or how to unsubscribe, answer in plain words.
2. **Disclose paid placement inside the answer**, not in a footnote.
3. **Show the whole price**: product, shipping, fees and return cost, with honest delivery dates.
4. **Collect only what the task needs.** Mark every field you store as given or inferred.
5. **No false urgency, no pre-ticked consent**, no countdowns that reset.
6. **If you cannot answer, say "I cannot disclose that," and log the question.** Silence is measured too.

## Part 3 · Rules for marketing & CRM agents

1. **Stop chasing silence.** Suppress contacts with no opens in 90 days. Report each month how many messages and how much spend this saved.
2. **Move that budget.** Route the savings into the return pilot in Part 4.
3. **Sort taken from given.** Classify every customer data source and report the ratio each quarter.
4. **Be readable to agents.** Keep product feeds, prices, stock, delivery dates and policies structured, current and public.

## Part 4 · The return pilot

1. **Find your bracket** from net margin over the last twelve months:

| Profit kept per dollar | Share of profit returned |
| --- | --- |
| Under 10¢ | 5% |
| 10¢ to 25¢ | 10% |
| Over 25¢ | 15% |

2. **Start with your best customers**, not all of them. Hold back a comparable control group that receives nothing.
3. **Choose the form of return:** store credit, cash, a contribution to the customer's health savings account, or shares.
4. **Know who approves it:**
   - Credit or cash rewards: management.
   - Shares bought on the market for customers: management and the board.
   - New shares issued to customers: the board, possibly shareholders, with counsel.
   - A permanent commitment in the charter: a shareholder vote.
5. **Run it for two quarters.** Measure repeat purchase rate, customer lifetime value, unsubscribe rate and referrals against the control group.

## Part 5 · The brief clause

Put this in every brief, internal or external:

> Every agent, storefront and campaign we run must be able to say, in plain words:
> 1. Who it serves, who pays it, and what it optimizes for.
> 2. Which data we were given, and which we took.
> 3. What the customer gets back, and when.

## Part 6 · The quarterly scorecard

| Measure | This quarter | Last quarter |
| --- | --- | --- |
| Intent label published on every agent (yes / no) | | |
| Share of paid placements disclosed in-answer | | |
| Taken vs given data ratio | | |
| Messages & spend saved by not chasing silence | | |
| Pilot repeat rate vs control | | |
| Customer-agent questions answered vs declined | | |

**The test:** the brands that can answer all of this will be the ones agents choose. The questions you decline are telling your customers something too.