Marketing Council

The Marketing Council exists to help British business increase wealth creation and competitiveness through marketing. Founded by a prominent group of British industrialists led by Lord Marshall, Chairman of British Airways, we are committed to leading British businesses to new levels of wealth creation and competitveness by achieving world class standards of marketing expertise. In order to achieve this goal, we introduce a new definition of Marketing - one which is concerned with aligning the entire business process on customer satisfaction and involvement of the whole work-force in customer focus, customer understanding and customer satisfaction. “When we were privatised in 1986, Heathrow had the highest landing charges in the world. Since then we've brought our airport charges down, into the lower third of the world's airports, and they are now amongst the lowest in the world. Our shops are now perceived to be amongst the best value-for-money in the world. “We interview about a quarter of a million passengers every year and we ask them about all the processes they've been involved in. We compare these numbers with other world airports and, now we run two in the US, we can see how good these comparisons are. “It costs us about ?3 or ?4 million a year. Most of it is done in-house, but about 20 per cent of the interviews are done by outside people to make sure we're always getting it relevant. In-house is the most cost-effective way for us to do it. “So, in every case, every manager strives to find his benchmarks in the organisation, everybody has to try to improve every process. Throughout BAA, somebody knows what the world best process is and is striving to design that into BAA somewhere to see whether we can actually make the world best process work in the UK.” Articles Engineering Newsgroups Usenet Usenet Newsgroups Newsgroups Server Colocation Music Lyrics

Marketing Council