Profit Over Customer Experience
Late fees generated a huge chunk of revenue, frustrating customers. Instead of adapting, Blockbuster doubled down, alienating its user base.
“Punishing customers is never a sustainable business model.”
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Today's readers, tomorrow's leaders. I explain handpicked books designed to transform you into leaders, C-level executives, and business moguls.
Blockbuster was once an unstoppable giant—until it wasn’t. Built to Fail by Alan Payne reveals how arrogance, bad leadership, and resistance to change led to its downfall. This book isn’t just about a failed business—it’s a cautionary tale for any company that ignores innovation and customer needs.
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