'In the past 30 years that has all gone out of the window and the ONLY thing that drives big companies now is the share price and the bonus for the boys at the top'
Yes and the companies who sustain and increase their share value and remain in business, are those who look after the customers!! Good customer service at the right price will keep the customers coming and will attract new customers. In the hard times, the customers will continue to offer their support. Show no care for the customers and they will show no loyalty to you!!
The IOM air services over many years demonstrate this principle very clearly!!