"
If you take a step back you will see that the ethos of marketing has
changed over the past 50 or so years. It used to be the driver of a
three-step process of
1. understanding what customers want,
2.
organising to give it to them profitably
and 3. telling them all about
it.
Today, this has been changed so that marketing is now the driver of a
much more instrumental three-step process of
1. create more stuff that
we already make or that competitors make,
2. tell customers about it
over and over again,
and 3. manage away the customer queries, complaints
and returns as cheaply as possible.
This is a fundamentally flawed
approach to marketing
...and a manipulative, Machiavellian approach to
marketing has become the norm.
...Bain & Co
reported a huge ‘Service Delivery Gap’ where, although 80% of executives
think their companies deliver a superior experience for customers, only
8% of those customers agree with them."
 |
| YUMMY :) |
READ the full story at customerthink.com : How Stupidity, Short-termism, and Immorality have ruined marketing
I'm starting the
Wharton
Marketing
class on Coursera, as well as the Wharton
Operations Management course.
Get
email updates from UpNaira