We believe the currency of our business is relationships, so I think that those people who reached out to us, there is … a sense that there are real people behind a real product, [who] are excited about what they’re doing, and that’s infectious.So the question for the more conventionally self-conceived organizations is, are they as institutionally concerned about how excited their customers are, or do they just care that they continue to spend money?
I would say that in a valence-conceived organization, being institutionally concerned about customer excitement would ideally transcend the marketing function, pervading and being manifest in all aspects of the business. In a functionally conceived organization, on the other hand, customer excitement is a marketing responsibility. Regardless, organizationally pervasive concern for customer excitement would certainly be characteristic of a more-UCaPP, as opposed to more-BAH, organization.
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