A report about the potential collapse of the London sewer system, yields a great metaphor for all that is wrong with marketers' short-term focus and which proves, once and for all, that customer satisfaction is not just about touch points.
You also notice the toilet paper. Is that not meant to dissolve? “It should do, but we hate Double Velvet,” said Mr Smith. “Or those new wet-wipe things. You might as well put a sleeping bag down.”
Just as everything ends up in the sewers, everything now ends up in caches and the public knowledge so, more than ever, the long-term impact must be considered.
Bonus blog: a Manhattan family spending a year minimising their long-term impact.