What's the point of this interaction?
Every time you interact with a customer, you’re engaging in marketing. Doesn’t matter if you’re instituting a policy, gaining some data, delivering an invoice… it’s a marketing interaction.
So…
When you bother 100 customers to get useful data from 2, you just paid a marketing cost.
When you yell at a classroom full of kids because one kid misbehaved, that’s a marketing decision.
When you make 5,000 non-smugglers wait in a steaming customs hall at a resort destination, you may think…
