What are the ethics behind marketing's portrayal of service/product delivery?
In an era of increasing pressure to provide a better consumer experience, especially in the service industry, how do you sync the front of the house with the back of the house? It's the classic chicken or egg question for any marketer: Which comes first, extraordinary customer service or the portrayal of extraordinary service in marketing communication? Do you wait until you achieve it or force the issue? In our desire to present our brands in the best light, even if it's stretching the truth, can marketers help inspire or shape employee behavior and is that even possible or appropriate?