Who 'Owns' Facebook?

One of the oldest tropes in marketing is that the consumer owns the brand. It's nice shorthand for customer passion: It's why New Coke had to go, why the Gap had to reverse course on their logo change and why the Twinkie may actually last forever after all.

Companies own their brands, of course, in every literal and legal sense. But most of them know that if they act imperiously with their property they risk losing customers, and worse — their best customers can turn into motivated, evangelical enemies overnight.

But what if the product is a service that treats you like a product? Where are your alliances — and what are your rights — in that mind-exploding scenario?

(Full Post)


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