*mumbles something about Unity and trust thermoclines*
:ms_deminonbinary_flag:
@joepie91 *confused noises about "trust thermoclines"*
@jacksonchen666 It's the phenomenon where a company keeps eroding customers' trust, and keeps pushing further because "the subscriber numbers still look good", not accounting for eg. people considering cancelling but not *quite* being at that point yet because cancelling has a (social) cost too...
And then they do something that's the last straw, and suddenly *everyone* cancels, and they're blindsided by it and try to roll it back to regain trust, and it doesn't work because it wasn't actually that one fuckup that made people leave, it was all the shit that came before where they ignored criticism because "the numbers still look good, it must just be a minority complaining", and they have already breached people's trust too often to regain it
And that is how companies suddenly die. Named after the thermocline where eg. sea water suddenly gets *extremely* much colder below a certain point
@jacksonchen666 So yeah, TL;DR there is a large time delay between "when trust starts eroding" and "when a metrics-oriented company starts *noticing* that trust erosion", and that delay is what ends up pushing them beyond a point of no return
