Facebook’s new motto: Annoy the customer


markzuckerberg_small.jpgADOTAS — Or “Yes, a million Plebeians can be wrong.”

Hubris and hyberbole run rampant throughout the technology world. Everyone is doing well, and everyone has the idea or technology that is a “game-changer.”

But that’s the second most overused phrase, the first is disrupter. So I can forgive Mark Zuckerberg for his myopic view that Facebook is a disrupter. The Internet was a disrupter, Facebook is just the latest interesting social network, an iteration of other ideas and technology.

But I seriously wonder where the social network is headed when I hear he apparently said something like “the most disruptive companies don’t listen to their customers.”

As the father of modern management Peter Drucker said, “The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.”

The head of Facebook has forgotten that, and the new design, which even his own people don’t seem to like, is not fitting people – customers – who flocked to Facebook because sites like MySpace were too chaotic and haphazard to truly enjoy. Connecting with far flung family, long lost friends and classmates has been an enjoyable experience.

According to the BBC, Facebook says “We are listening carefully to what people are saying about the new home page through a variety of channels — including through a popular application, built by outside developers on our platform, that allows users to vote and express their opinion.”

But now I feel like I’m on Times Square when I get to Facebook, and I am constantly assaulted with status updates, wall posts and a rail that has sometimes bizarre images on it. And I can’t do much about it. I’m now starting to email some of the people I connected with to make sure they have my personal email, not the one I have on Facebook, because I’m starting to go there less. I’ll still use the email function, but it’s time to move on, methinks.

Wonder what Ning is like?

— Express your opinion, comment below.


  1. Facebook continues to change rapidly, and it will need to. When I left MySpace in 2006, I saw a lot of challenges ahead for social networking. People have more choices to connect online than just social networking. And plenty of social networks exist to connect and re-connect offline relationships in an online community.

    The traditional social network faces a tremendous challenge to generate revenue while interrupting the exchange of messages and pictures (predominant use of socnet) between people. Facebook, which has half the revenue of MySpace, has an uphill battle to convert its user experience to a cash flow operation.


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