Profitable relationships come from the inside out
Kevin Thomson
Customers or consumers are the foundation of any business; not just companies selling goods and services but government and public services too. The insight offered in this article is that of the employee as an 'internal consumer.' Pan-company marketing links the concept of satisfying the internal consumer - building emotional capital in the employee - with the ultimate success of the company at satisfying the external consumer.
Thanks to today's service-driven economy, marketing has moved from a mass approach to one focused on targeted relationships. As marketers, we need to ask...