As with most things, change can be difficult for consumer-facing industries. Creating new expectations, or requesting customers to change their behaviour can be scary for industries who are so beholden to fluctuating trends, demands, economies, and more. But there is one "trend" that is not going anywhere, and if you want your business to have a future, it's crucial that you start thinking about your strategy now: improving customer experience.
In the last few weeks, a lot of buzz has been surrounding Netflix. It's exposé 'The Social Dilemma' dives deep into media platforms such as Facebook, Twitter, and Google to uncover how advertisers leverage users' personal data in order to drive addictive behavior, and manipulate users' decisions, purchases, and even beliefs and opinions.