Bob Garfield and Doug Levy explain the rules of the relationship era in their book Can’t Buy Me Like: How Authentic Customer Connections Drive Superior Results.
Dear Bob & Doug,
I run a social media platform serving one-seventh of humanity. Ironically, though we have one billion friends, we never, ever ask them what their wishes are before we impose changes to our user interface, our terms of service, our data collection policies or our news feed algorithm. One part of our philosophy is that sometimes it is better to ask for forgiveness than to ask for permission. The other part of our philosophy is: “If you don’t like it, why don’t you take your online life to a competing social network where all your friends hang out, LOL.” Anyway, we wanted to freshen our logo, but instead of seeking ideas from our community, we just unilaterally changed it? Do you think this is arrogant?
— Mogul in Menlo Park Read more...
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