The arrogance of marketers

Howard Mann says a big "SO WHAT" to corporation-proclaimed customer-centricity. I agree, however, so as not to repeat Howard's post here, I'm off in another direction.

I see the problem as follows:

1. The marketers make promises regarding customer centricity that the foot-soldiers at branch level simply cannot fulfill.
2. The marketers believe that talking about customer service is an enabler of it.
3. The marketers NEVER set foot in a branch.

Marketers basically believe that they can solve actual problems, with pseudo solutions:

THE MARKETERS RECIPE FOR GREAT CUSTOMER SERVICE

Description:

The calorie-free treat is a delicious blend of best-of-breed marketing faire. Guaranteed to please the most discerning industry awards judge.

Ingredients:

1 x Customer service survey
1 x A-list ad agency
A large smattering of budget

Directions:

Peruse survey until you get to the root of the problem (create committee if required).
Brief advertising agency on problem-countering campaign.
Ensure campaign is "on-brand"
Add budget to taste
Win major industry awards (essential).
Celebrate campaign's success.
REPEAT AS REQUIRED

NB. You can never have too many cooks!

Unfortunately, I'm on a low-marketing diet these days...!