I very much doubt the execs understand how much they're damaging the brand for that little bit of extra revenue.
Our entire societal system is based on increasing revenue (due to inflation). Until we measure, define, and value experience in nominal terms through data, most leaders won't care because it will remain an estimate against hard data.
It does exist. I ripped my CD collection ~20 years ago. VLC and Finamp both work great as players depending on whether you want to just load up files in a directory, or have a more advanced media server (jellyfin) that can do stuff like transcode FLAC to opus on the fly for mobile clients.
Yes, profoundly true and sadly profoundly not understood by most. Levers can be pulled for near term quantitative gains at the expense of long term qualitative experience. ERP systems and the like largely measure the quantitative, all things pegged to the almighty dollar. Most orgs have no such system or competency (with the exception of siloed martech systems) for measuring the qualitative. And the customer journey isn’t set up in such a way to reliably and consistently throw off the needed data in the first place. I’ve been preaching that orgs looking for true longevity need to make measuring experiences and sentiment a core competency, so the qualitative impact of levers being pulled can be measured and reported on in realtime, allowing short sighted decisions to be backtracked, and ideally, long term, putting functional guard rails in place that prevent those decisions from being made in the first place.
> I very much doubt the execs understand how much they're damaging the brand for that little bit of extra revenue.
I disagree. They know exactly what they're doing. Executives get paid and promoted based on quarterly profitability, not long-term vision or a sustainable business model. By the time the damage from what they've done is apparent and felt, the execs responsible will have long since retired to a beach somewhere in the tropics, or taken a higher paying role at another company where they'll start the process anew.
> Our entire societal system is based on increasing revenue (due to inflation).
Yes that is capitalism however if inflation cuts value of money in half and in the same time your revenue doubles, did you actually double your revenue? Do you even need to change your service or product to justify raising prices when the currency is being devalued? For both these questions there is a strong case that the answer is no.
Thus begs the question why monetary inflation exists. Govts and banks are given god-like power over who gets access to the new money. From there it simply devalues all else.
