Facebook is a really interesting counter-example. They have done an excellent job of empowering their users - their users feel like they know how Facebook works

Facebook is a really interesting counter-example. They have done an excellent job of empowering their users - their users feel like they know how Facebook works and can show or tell other people how to use it. Facebook is also not gun-shy when it comes to trying out new things and occasionally getting them wrong. Part of the reason there are so many "1,000,000+ against Facebook charging money!!1!!" groups and things like that is that Facebook users feel like they can actually cause change. Giving users a platform for their complaints is a tremendously useful customer happiness tool.