At many companies, there is a tension between business needs and customer needs. When you get bombarded with a handful of ads before you can start reading a newspaper article, it’s because the newspaper prioritized their need for ad revenue over the reader’s need for a pleasant reading experience. When you can’t watch your favorite sporting event because the broadcast rights didn’t allow it to be streamed in your region, the sports team prioritized their television revenue over their fans’ desire to watch the game.
