3 ms·

Business take: Companies that scaled up quickly in earlier days of the internet tend to treat their customers like trash. Today, as they reach the limits of t

Business take: Companies that scaled up quickly in earlier days of the internet tend to treat their customers like trash. Today, as they reach the limits of their growth (hard to grow when nearly every person on the planet has had an account with you or has one with a competitor), they will find that poor customer service comes back to bite them. Everyone will remember the time PayPal closed their account without warning, or the time AirBnB refused to refund them for the rodent feces and other unlivable conditions in their rental, or the nonsensical response from Google's "support" that ignored everything you sent them. Populist take: I would really love for some regulation and standardization of service usage agreements. We already know basically nobody actually reads them, despite the checkbox or button confirming it. Give us a summary with some popular icons or simplified lists. I'd also love for some regulation around forced arbitration clauses. It should not be legal to waive your rights to remedy by trial any more than it is to waive your right to minimum wage.

mqus 4y ago
> Companies that scaled up quickly in earlier days of the internet tend to treat their customers like trash. Well, it is just much cheaper to optimize for the 90% Case (Everything works just fine, nothing unusual is happening) than aiming for covering 100% of cases. Ofc this is more of a general business rule imho than just startups(=scaling fast), but when you grow fast, you also need to prioritize much more. But in the more general sense it seems to me, that this is also the reason that government spending is quite a bit higher than if a company would do the same, because governments should be (and mostly are) aiming for 100% and not the most convenient subgroup of the population.

3 ms·

Business take: Companies that scaled up quickly in earlier days of the internet tend to treat their customers like trash. Today, as they reach the limits of t

by grumple 4y ago

mqus 4y ago
> Companies that scaled up quickly in earlier days of the internet tend to treat their customers like trash. Well, it is just much cheaper to optimize for the 90% Case (Everything works just fine, nothing unusual is happening) than aiming for covering 100% of cases. Ofc this is more of a general business rule imho than just startups(=scaling fast), but when you grow fast, you also need to prioritize much more. But in the more general sense it seems to me, that this is also the reason that government spending is quite a bit higher than if a company would do the same, because governments should be (and mostly are) aiming for 100% and not the most convenient subgroup of the population.