Kathy Sierra blogs about Creating Passionate Users and says too many companies are like bad marriages:
“It’s been said that the secret to a good marriage is… don’t change. In other words, be the person you were when you were merely dating. Don’t stop paying attention. Don’t stop being kind. Don’t gain 50 pounds. Don’t stop flirting. Stay passionate, stay sexy, stay caring. Answer their calls. Unfortunately, too many companies are all candle-lit dinners, fine wine, and “let’s talk about you” until the deal is sealed. Once they have you (i.e. you became a paying customer), you realize you got a bait-and-switch relationship.”
This is an excellent post with great illustrations (Perfect for that Powerpoint). If you own or manage a company (or department), this is a must-read.