Why it matters
Fast-growing tech brands can face a challenge in meeting demand while also providing a consistent experience for users. That can be even more challenging when people use a service for both personal and professional reasons.
Takeaways
- Even acts of goodwill, such as making a tech service open access, can have a blowback if the implications are not completely thought out.
- For many tech services, “prosumers” – who use a platform as consumers and professionals – have high expectations that need to be met with every experience.
- Moments of disruption, such as the COVID-19 crisis, offer many opportunities...