Streaming was supposed to make entertainment simpler: one reasonable subscription, on-demand access, and no commercial interruptions. Instead, content became fragmented across multiple services, advertisements returned, and customers began paying extra to remove them. This essay explores what happened to the promise of streaming—and what it teaches us about optimizing individual business metrics while losing sight of the customer and the system as a whole. Learn more inside.
Sometimes, the most important thing in a customer meeting isn’t what is being presented. It’s what isn’t being said.
I once sat in the back of a room watching a customer during a product demo. Something felt off, but I couldn’t understand why. Then, over lunch, an unexpected conversation about one of my favorite guitar players changed everything.
What I discovered had little to do with music—and everything to do with seeing the person behind the role.
Sometimes, the things we need to understand are hiding in plain sight. Learn more inside.
In a world driven by innovation, it’s not just technology that sets a brand apart—it’s the service. This story contrasts two customer experiences and explores why trust, consistency, and a service mindset are what truly earn loyalty. Learn more inside.