The Importance of Listening to Your Users

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TaskRabbit is a community where people feel a sense of ownership. Stacey had implemented an objectively positive program at TaskRabbit, one that she knew would change the tasker's lives for the better and make her customers more happy too. But she forgot to tell them about it. And by letting them learn about the news and the press, she undermined their sense of investment. If you're selling toilet paper, your customers are on the consumer end of that spectrum.

You may think that to scale you need to cut humans out of the equation. The opposite is true. You can harness the power of the “human cloud” to solve almost any problem — as long as you keep the word “human” in the equation. That’s what former TaskRabbit CEO Stacy Brown-Philpot champions for this community of people who work with each other, teach each other, and continually learn from each other.

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