Enshittification is the result of the decision to center plans on the organization and not on the customer, because profits extracted from cutting costs are easier than continuing to create value.

• Low retention is the result of over-emphasis on business goals

• Low margin is the result of over-delivering on customer goals

This quote means so much to me. It makes me remember that we’re never old enough to learn; actually, as we grow older, we realize we know much less than we thought.