Where did marketing go wrong?

Today we do something different. We discuss something sent in by a listener who has asked us to identify at what point in history marketing went wrong. The point where we stopped looking at customer needs and relationships and started focusing on automation and depersonalised tactics. It's a big one, but let's dive in.On one level, this is precisely why we started this podcast: a general feeling that some people were getting it wrong, or probably more accurately, that there is part of us who thinks we're right. Phil McSweeney donated the topic for today, citing an example where despite the corona pandemic, he received an email from a company (Groupon) offering restaurant codes and from another company (TripAdvisor) using him to rate holiday destinations. Clearly this is jarring in how wrong it is. Despite these examples, and perhaps this is just my bubble, but I do see and hear a lot of marketers using words like empathy, caring, relationships and more. So are we just talking a big game and not delivering meaning is marketing just wrong, or is it a case of some ruining it for the many?Has marketing gone wrong?How do you define marketing? How do you define good marketing?Was there a point where we got it right?Was there a point where this changed?What are we getting wrong presently - specifically, automation I think is a biggy but only in some ways.Where would we like to get to? Hosted on Acast. See acast.com/privacy for more information.