Schools, Airlines, Government, Utilities – They don’t have customers. They have hostages.

Who is the customer in education? Is it the student? The faculty? Employers? Society? (Or is it even broader? One professor once told me, "My customer is truth.")

When customers have no choice, what incentive is there to improve? It’s not like they can go somewhere else. In government we have amazing customer loyalty.

Ken Miller

Full Story: http://governing.com/articles/0902kmiller.htm