How to Build Trust, Not Hostility: Resisting Short-Term Gains at the Expense of Users
The article **’Build Trust, Not Hostility’** argues that technology companies are increasingly prioritizing profits over user experience, which can lead to negative long-term consequences. This trend, referred to as **’enshittification,’** involves companies locking in customers, deteriorating their product, and ultimately becoming hostile to any behavior that deviates from their course. This practice, often driven by a short-term focus on growth at any cost, alienates users and can ultimately harm the company’s reputation and profitability.
Understanding the User and Stakeholder Needs
The author emphasizes the importance of understanding user needs and aligning them with business goals. To achieve this, product teams should prioritize informed decision-making based on user feedback and data analysis, and avoid focusing solely on revenue generation. It’s crucial to build products that are not only profitable but also genuinely beneficial to users, fostering a sense of trust and loyalty.
The Dangers of User-Hostile Practices
The article highlights several examples of companies adopting user-hostile practices, including:
* **Roku** updating its terms of service to make it difficult for users to sue the company, essentially holding users’ televisions hostage until they agree to the terms.
* **Facebook** forcing users to adopt Messenger by separating it from the main app, potentially limiting access to key communication features.
* **Amazon** allegedly using data from third-party sellers to create competing products at lower prices, exploiting sellers and reducing competition.
* **Tesla** selling software features as expensive pay-to-unlock options despite the hardware already supporting them, creating artificial scarcity.
These practices, while often driven by a desire for short-term profits, can damage user trust and loyalty in the long run, leading to potential regulatory action, lawsuits, and churn.
Shifting Towards User Empowerment and Transparency
The article concludes by advocating for a shift toward user empowerment and transparency. Companies should prioritize building products that genuinely benefit users and promote ethical practices. Examples of companies successfully adopting this approach include **Buffer**, **Mozilla**, **Basecamp**, and **Linear**. By prioritizing user trust and respect, these companies demonstrate that ethical business practices can align with profitability and foster long-term success.
Conclusion
The article emphasizes the importance of building trust with users and resisting the temptation to prioritize short-term gains over ethical practices. By focusing on user needs, transparency, and empowerment, companies can create a more sustainable and ethical digital landscape. This is a summary of the original article. You can find the full article here: [original article URL].