Having a profitable business doesn’t mean squeezing the lemon for every last bitter drop. It isn’t all or nothing. You can be profitable and generous. Profitable and fair. Profitable and kind. These aren’t opposite ends of some moral spectrum. Quite the contrary.
Digital touchpoints are oxymorons. They close down human-to-human interactions between the organization and the customer. The only things being touched are screens. So, in an age when the customer has never been more powerful, cynical and impatient, we have never had less opportunities to develop empathy for and understanding of our customers.
… is ad-driven media on the internet. It simply doesn’t serve people. In fact, it’s not designed to. The vast majority of articles, videos, and other “content” we all consume on a daily basis is paid for — directly or indirectly — by corporations who are funding it in order to advance their goals. And it is measured, amplified, and rewarded based on its ability to do that. Period. As a result, we get…well, what we get. And it’s getting worse.