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slantback: This airline (and many companies) had erected a strict corporate firewall that barred the majority of consumer interactions and only let out carefully scripted marketing messages. Loyalty was achieved through frequent flyer miles: essentially buying loyalty rather than earning it. (via Tom Fishburne: The Management Cartoonist: the corporate firewall)

slantback:

This airline (and many companies) had erected a strict corporate firewall that barred the majority of consumer interactions and only let out carefully scripted marketing messages. Loyalty was achieved through frequent flyer miles: essentially buying loyalty rather than earning it. (via Tom Fishburne: The Management Cartoonist: the corporate firewall)
Source: tomfishburne.com