In entrepreneurial startups, Engineering, IT, Finance and even HR are all treated as professions requiring years of training and adherence to processes and methodologies, but marketing is treated like something anyone can do. Why is that?
When things are going well, it’s easy to be nice. It’s only when the going gets rough that you find out what a person, or a company, is made of. Customers who experience service problems that are dealt with appropriately by the company score far higher on loyalty measurements than customers who have never had a problem at all. I guess nobody told American Airlines.