What is the right balance between giving the customer what they want and what you believe they will want? This is a question that has hit the ever-popular website “Facebook” (a MySpace website geared towards college students). Facebook added a new feature called “news feed” which tracks the movements of users. Needless to say, their user base was not broadly consulted on this before it was implemented and now they’re upset. So, here’s the question: what is the right way to implement a product improvement to your existing customer base?
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