Social Media: Finding the right balance between customer and user
It may not be a controversial fact that all of us as individuals who use social media platforms are not their customers, but their users. A customer is the party who receives a services or good from a supplier in return for exchanging an amount of money or value.
This dynamic is still relatively young, and many social media are struggling to find the right balance of how much to cater to their customers and users. This article from The New York Times analyzes the case of Facebook after the introduction of the “subscribe” feature, and how even a simple shift in balance can have reverberating effects.