> including making decisions for the direction product is taking If I am the product, I expect to be able to participate in choosing the direction. Businesses

> including making decisions for the direction product is taking If I am the product, I expect to be able to participate in choosing the direction. Businesses ignore that, of course, and look what that's dealt them in reputation. If I pay for something, I expect to be able to participate in choosing the direction. Businesses don't typically ignore paying customers.