I was thinking about my previous post, which was about our recent visit to Butlins and was thinking about the pointers that I picked up from the trip. I think the major take away was the success of Marketing as an encompassing function. You see, many organisations see marketing as a means to an end, a way to get clients through the door, a way to attract their attention. The great thing about our experience seemed to be the fact that marketing seemed to be engaged with the entire customer experience.

Does this mean that marketing should dictate how a company is run? Well, it depends. If the merits of your company isn’t based around the customer’s experience, then maybe not. For example, selling industrial equipment supplies is more than the customer experience. It’s about reliability and performance. But, if on the other hand, you’re engaged in delivering a valuable experience to your customers, then marketing SHOULD dictate the where and the wherefores of how the service is run.

What do you think?