What if you renamed”Marketing Department”? Instead “Department of Dynamic Customer connections. – Tom Peters
A basic business principle: no customers….no business. Often businesses forget this….or more so, it isn’t instilled in the culture of the company. Almost daily, there are reports of one airline or another that does something to irritate their customer. Of course since the planes are near capacity….it probably doesn’t bother management. There will always be another person in line or coming through the door.
In our business, we had to maintain a strong customer connection….otherwise they would not return. Not all connections were 100% and we did miss some. In hindsight, 100% would have been our business goal….even if the transaction was unprofitable.