If you’ve been in advertising for twenty years and don’t know that sales are advertising, you must have been in middle management. My small company of fewer than twenty people:

• runs sales to get new customers (which is the entire point of advertising and we even talk about them internally as ads), and

• does not give a shit about customer feedback, we update on our own schedule according to what management believes is needed and this sometimes coincides with what customers ask for

I’ve worked for gigantic corporations as well as small shops, from cashier to systems administrator, on three continents, and not once have I seen a manager review customer feedback about anything but the call centre staff.