Netflix Design Thinking? You bet! Within the past decade, there isn’t a better example of a business that has pivoted on the basis of customer preferences, wants and needs than Netflix. And there’s no better example of a business that didn’t, than Netflix competitor Blockbuster.

The total number of fans is the result of a club’s customer experience strategy...It’s up to every club, as a company, to constantly improve relationships with their clients and upgrade customer experience they’re delivering to them...Care for them and they’ll be extremely loyal.

Everyone can feel it, but very few are ready to acknowledge that the world as we know it has changed. Probably for good. We will have to face a new reality post COVID19 and most of us are not prepared to face that fact yet.