Comment by marcus_holmes
1 year ago
> "happy customers" should converge with "happy leadership"
This is the exact opposite of what we're seeing with Enshittification at the moment.
Customers are locked in to a platform and then made completely miserable by management who have goals utterly unaligned with customer happiness.
100% agreed.. But I still believe that over a long enough time horizon, enshittification will take those companies down. Value extraction is by nature a limited time strategy.
Most companies who choose to do this are taking advantage of a period of market or segment domination where they know users don't have good alternative options, and will tolerate some level of garbage because they still want the service or product.
Note that highly competitive industries or market segments typically don't see as much enshittification...