A decision-making principle: when evidence of customer delight conflicts with pushback from other stakeholders (studios, partners, internal groups), let the customer evidence tip the decision, rather than default to accommodating the stakeholder.
Gibson Biddle's example: Netflix shipped custom playback speed despite objections from studios and storytellers who felt it violated their creative intent. Once roughly 20% of members adopted the feature, the engagement evidence justified keeping it over stakeholder discomfort.
This is the practical, contested edge of DHM Framework (Delight, Hard-to-Copy, Margin-Enhancing)'s "Delight" pillar — the hard part isn't stating that you're customer-obsessed, it's holding that position when a stakeholder with legitimate authority (a studio's creative control) pushes back.
Из тем: Netflix, Consumer Science, and Strategy Storytelling