I dont think for one second fans are being thought of as customers. I run a global outlet of a customer facing business and I would NEVER treat my customers in the way that OUFC currently are.
Ok, we have individuals on the ground who are desperatley trying to be positive and make the "match day experience better" but its the overal mindset from those at board level that are clearly thinking some "fans" are a necessary annoyance, to be tolerated at best, while they continue to give the club money.
I guarantee there are those at the top, who couldnt give a flying toss about a small section of our support (in thier eyes) that will end up giving us that revenue anyway, it'll all blow over, fans are fans, who arent customers that can go and choose a different club to support.
The danger is that a large section of our fans are choosing to do something else with their saturdays, be they season ticket holders or 3 games a season fans, winning those punters back once they've stopped coming is a difficult job.
The flags, while in essense a small issue, has the danger of being the straw that broke the camels back
Tiger and Nial not responding to the upside down protest, with the flags not being allowed up on Saturday have brought the ownership and stewardship of the club into the forefront. If it was a slap down of the Ultras by the board then they've shot themselves in the foot. If it was the StadCo banning the flags, then the clubs lack of backing for the Ultras will make many think its because of the protest.
Those upside down flags, have done a lot of damage and bloody good job too.