Not your customers

Great post by Ben Evans:

"Jack Dorsey wrote a blog post a while ago saying that 'users' is the wrong word to describe people who, well, use your service.  He was perfectly right in the sense that the word elides the obligation you should feel to a customer. However, an equal problem is the use of the possessive itself. You can think of people as users or customers - but they're not yours. They don't belong to you, and they may barely even care that you exist. The old Google rejoiced in sending people away from the site as fast as possible, because the result mattered, not the search. Glass points to a risk of forgetting that."