Scratch Your Own Itch (Replay)
REWORK
00:00
The Freedom of Saying No
Having the freedom to say no without risking the existence of the company can be empowering and intoxicating. Basecamp's experience with Twitter as a high-consuming customer led them to set a higher price to manage the account better. However, the company felt obliged to provide personalized service, demonstrating the unintended consequences of pricing decisions.
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Transcript
