NOTES

Preface

1. B. Joseph Pine II and James H. Gilmore, “Welcome to the Experience Economy,” Harvard Business Review, July-August 1998.

Introduction

1. The working definition in this book is informed by and articulated differently from that introduced by Muniz and O’Guinn in 2001. Albert M. Muniz and Thomas C. O’Guinn, “Brand Community,” Journal of Consumer Research 27, no. 4 (March 2001): 412–32, https://doi.org/10.1086/319618.

2. “Cigna U.S. Loneliness Index.” Cigna.com, May 2018, www.cigna.com/assets/docs/newsroom/loneliness-survey-2018-full-report.pdf.

3. “Cigna U.S. Loneliness Index.”

4. Jayne O’Donnell, “Teens Aren’t Socializing in the Real World. And That’s Making Them Super Lonely,” USA Today, March 20, 2019, www.usatoday.com/story/news/health/2019/03/20/teen-loneliness-social-media-cell-phones-suicide-isolation-gaming-cigna/3208845002/.

5. Ariel Stravynski and Richard Boyer, “Loneliness in Relation to Suicide Ideation and Parasuicide: A Population-Wide Study,” Suicide and Life Threatening Behavior 31, no. 1 (2001): 32–40.

6. “QuickStats: Suicide Rates for Teens Aged 15–19 Years, by Sex—United States, 1975–2015,” Centers for Disease Control and Prevention, www.cdc.gov/mmwr/volumes/66/wr/mm6630a6.htm.

7. “Suicide Replaces Homicide as Second-Leading Cause of Death among U.S. Teenagers,” Population Reference Bureau, June 9, 2016, www.prb.org/suicide-replaces-homicide-second-leading-cause-death-among-us-teens/.

8. Jacqueline Lee, “Palo Alto: Cameras to Do Suicide Watch along Train Tracks,” Mercury News, July 7, 2017, www.mercurynews.com/2017/07/05/palo-alto-cameras-to-do-suicide-watch-along-train-tracks/.

9. Vivek Murthy, “Work and the Loneliness Epidemic,” Harvard Business Review, September 2017, hbr.org/cover-story/2017/09/work-and-the-loneliness-epidemic.

10. Scott Berinato, “What Do We Know about Loneliness and Work?” Harvard Business Review, September 2017, 10–12. (Reprint BG1705).

11. Emma Seppälä and Marissa King, “Burnout at Work Isn’t Just about Exhaustion. It’s Also about Loneliness,” Harvard Business Review, June 2017, https://hbr.org/2017/06/burnout-at-work-isnt-just-about-exhaustion-its-also-about-loneliness.

12. “Remote Work: A Guide to Conquering Remote Work Loneliness from Remote Workers around the World,” Buffer, accessible at https://open.buffer.com/remote-work-loneliness/.

13. Quora, “Loneliness Might Be a Bigger Health Risk Than Smoking or Obesity,” Forbes, https://www.forbes.com/sites/quora/2017/01/18/loneliness-might-be-a-bigger-health-risk-than-smoking-or-obesity/.

14. “The ‘Loneliness Epidemic,’ ” Health Resources & Services Administration, January 2019, https://www.hrsa.gov/enews/past-issues/2019/january-17/loneliness-epidemic.

15. Ryan J. Dwyer, Kostadin Kushlev, and Elizabeth Dunn, “Smartphone Use Undermines Enjoyment of Face-to-Face Social Interactions,” Journal of Experimental Social Psychology 78 (2018): 233–39, doi:10.1016/j.jesp.2017.10.007.

16. Kostadin Kushlev, Jason D. Proulx, and Elizabeth W. Dunn, “Digitally Connected, Socially Disconnected: The Effects of Relying on Technology Rather Than Other People,” Computers in Human Behavior 76 (2017): 68–74, doi:10.1016/j.chb.2017.07.001.

17. Rani Molla, “The Rise of Fear-Based Social Media Like Nextdoor, Citizen, and Now Amazon’s Neighbors,” Vox, May 7, 2019, www.vox.com/recode/2019/5/7/18528014/fear-social-media-nextdoor-citizen-amazon-ring-neighbors.

18. Laura Entis, “Can You Buy a Cure for Loneliness?” Vox, May 6, 2019, www.vox.com/the-highlight/2019/4/29/18511580/loneliness-co-living-coworking-friend-app-tribe-wework.

19. See https://www.twitch.tv/videos/328778515?t=00h26m42s.

20. United Religions Initiative Charter 2017, https://www.uri.org/sites/default/files/media/document/2017/URI-Charter-English.pdf.

21. Sister Sabina Rifat, “United Religions Initiative Report: Peace Group of Journalist Muzaffarabad, Aj&K, Distribution of EID Package to the Needy under the Auspices of ‘Peace Group of Journalist Mirpur Region,’ ” May, 26, 2019, https://www.facebook.com/236653296384526/posts/peace-group-of-journalistmuzaffarabad-ajkdistribution-of-eid-package-to-the-need/2130608856988951/.

22. Rich Teerlink and Lee Ozley, More Than a Motorcycle: The Leadership Journey at Harley-Davidson (Boston: Harvard Business School Press, 2000).

23. Mike Seate, “Harley-Davidson: The Evolution during the 1980s,” Baggers, February 23, 2009, https://www.baggersmag.com/harley-davidson-evolution-during-1980s.

24. Seate, “Harley-Davidson.”

25. Bob Lowery, “Harley Owners Group 30th Anniversary Celebration: Riding with a Passion,” December 6, 2013, thunderpress.net/top-stories/harley-owners-group-30th-anniversary-celebration/2013/11/27.htm.

26. “H.O.G.^® History: The Beginning,” Hog Blog, September 26, 2019, blog.hog.com/insider-articles/h-o-g-history-the-beginning.

27. Margie Siegal, Harley-Davidson: A History of the World’s Most Famous Motorcycle (New York: Shire Library USA, 2014).

28. “H.O.G.^® History.”

29. Gregory S. Carpenter, Gary F. Gebhardt, and John F. Sherry Jr., Resurgence: The Four Stages of Market-Focused Reinvention (New York: Palgrave Macmillan, 2014), 229–30.

30. Rich Teerlink, “Harley’s Leadership U-Turn,” Harvard Business Review, March 2000, hbr.org/2000/07/harleys-leadership-u-turn.

Chapter 1

1. Eb Adeyeri, “Ice Bucket Challenge: What Are the Lessons for Marketers?” Guardian, August 27, 2014, https://www.theguardian.com/media-network/media-network-blog/2014/aug/27/ice-bucket-challenge-lessons-marketing.

2. Göran Ahrne and Nils Brunsson, “Organization outside Organizations: The Significance of Partial Organization,” Organization 18, no. 1 (2010): 83–104. https://doi.org/10.1177/1350508410376256.

3. Eric Werker and Faisal Z. Ahmed, “What Do Nongovernmental Organizations Do?” Journal of Economic Perspectives 22, no. 2 (Spring 2008): 73–92.

4. Giovan Francesco Lanzerra, “Ephemeral Organizations in Extreme Environments: Emergence, Strategy, Extinction,” Journal of Management Studies 20 (1983): 71–95.

5. “Community works when it is ‘controlled’ by purpose. Community without purpose is chaos. Purpose without community is simply passion.” Tim Kastelle, Nilofer Merchant, and Martie-Louise Verreynne, “What Creates Advantage in the ‘Social Era’?” Innovations 10, no. 3/4, https://www.mitpressjournals.org/doi/pdf/10.1162/inov_a_00241.

6. “An Introduction to Yelp Metrics as of March 31, 2019,” Yelp, www.yelp.com/factsheet.

7. “About Us,” Sephora, www.sephora.com/beauty/about-us.

8. Daniel Pink, “What Motivates Us?” Harvard Business Review, February 2010, https://hbr.org/2010/02/what-motivates-us.

9. Annual Report Pursuant to Section 13 or 15(d) of the Securities Exchange Act of 1934. For the fiscal year ended December 31, 2018, www.sec.gov/Archives/edgar/data/1370637/000137063719000028/etsy1231201810k.htm.

10. “The definition of vulnerability is uncertainty, risk, and emotional exposure.” Brené Brown, Daring Greatly: How the Courage to Be Vulnerable Transforms the Way We Live, Love, Parent, and Lead (London: Penguin, 2012), 35.

11. Brown, Daring Greatly, 45.

12. Bonnie M. Hagerty, J. Lynch-Sauer, Kathleen L. Patusky, M. Bouwsema, and Philip A. Collier, “Sense of Belonging: A Vital Mental Health Concept,” Archives of Psychiatric Nursing 6 (1992): 172–77.

13. “From Instant Pot to Instagram: Critical Lessons in Startup Community Building,” First Round Review, https://firstround.com/review/from-instant-pot-to-instagram-critical-lessons-in-startup-community-building/.

14. “Yelp Metrics.”

15. “#WellActually, Americans Say Customer Service Is Better Than Ever,” American Express, December 15, 2017, about.americanexpress.com/press-release/wellactually-americans-say-customer-service-better-ever.

Chapter 2

1. Tim Kastelle, Nilofer Merchant, and Martie-Louise Verreynne, “What Creates Advantage in the ‘Social Era’?” Innovations 10, no. 3/4, https://www.mitpressjournals.org/doi/pdf/10.1162/inov_a_00241.

2. Yasmine Gray, “5 Reasons Why Rihanna’s Fenty Beauty Was Named One of TIME’s Best Inventions of 2017,” Billboard, November 30, 2017, www.billboard.com/articles/news/lifestyle/8046279/rihanna-fenty-beauty-time-best-inventions-2017.

3. Charles Arthur, “Digg Loses a Third of Its Visitors in a Month: Is It Deadd [sic]?” Technology Blog, Guardian, June 3, 2010, www.theguardian.com/technology/blog/2010/jun/03/digg-dead-falling-visitors.

4. Jolie O’Dell, “Digg’s Decline by the Numbers: Plummeting Traffic, Waning Power [STATS],” Mashable, September 24, 2010, mashable.com/2010/09/24/digg-traffic-stats/.

5. Eddie Wrenn, “Digg Is Sold for $500,000 after Turning Down an Offer from Google for $200 Million Just Four Years Ago,” Daily Mail Online, July 13, 2012, www.dailymail.co.uk/sciencetech/article-2173029/Digg-sold-500-000--turning-offer-Google-200million-just-years-ago.html.

6. Fortune 500, “Salesforce.com,” Fortune.com, https://fortune.com/fortune500/salesforce-com/.

7. Daniela Sirtori-Cortina, “From Climber to Billionaire: How Yvon Chouinard Built Patagonia into a Powerhouse His Own Way,” Forbes, https://www.forbes.com/sites/danielasirtori/2017/03/20/from-climber-to-billionaire-how-yvon-chouinard-built-patagonia-into-a-powerhouse-his-own-way/.

8. Jim Harter, “Dismal Employee Engagement Is a Sign of Global Mismanagement,” Workplace (blog), Gallup, November 18, 2019, https://www.gallup.com/workplace/231668/dismal-employee-engagement-sign-global-mismanagement.aspx.

9. Emma Seppälä and Marissa King, “Burnout at Work Isn’t Just about Exhaustion. It’s Also about Loneliness,” Harvard Business Review, June 2016, https://hbr.org/2017/06/burnout-at-work-isnt-just-about-exhaustion-its-also-about-loneliness.

10. Seppälä and King, “Burnout.”

11. David Burkus, “Work Friends Make Us More Productive (Except When They Stress Us Out),” Harvard Business Review, May 2017, https://hbr.org/2017/05/work-friends-make-us-more-productive-except-when-they-stress-us-out.

12. Christine M. Riordan, “We All Need Friends at Work,” Harvard Business Review, July 2013, https://hbr.org/2013/07/we-all-need-friends-at-work.

13. Seppälä and King, “Burnout.”

14. Amy E. Randel, Benjamin M. Galvin, Lynn M. Shore, Karen Holcombe Ehrhart, Beth G. Chung, Michelle A. Dean, and Uma Kedharnath, “Inclusive Leadership: Realizing Positive Outcomes through Belongingness and Being Valued for Uniqueness,” Human Resource Management Review 28, no. 2 (2018): 190–203, doi:10.1016/j.hrmr.2017.07.002; Sandra Restrepo, director, Brené Brown: The Call to Courage, Netflix, 2019.

15. Tom Ryan, “Lululemon Customers Want Spiritual Enrichment—and to Look Good,” Forbes, May 15, 2019, https://www.forbes.com/sites/retailwire/2019/05/15/lululemon-customers-want-spiritual-enrichment-and-to-look-good/#6b690923b55e.

16. John Burns, “Pros and Cons of the Electric Motorcycle” (blog post), Motorcycles.com, May 25, 2018, https://www.motorcycle.com/features/pros-cons-electric-motorcycle.html.

17. Carrie Melissa Jones, “7 Lessons from Asana’s Community Launch,” CMS Wire, March 18, 2019, www.cmswire.com/customer-experience/7-lessons-from-asanas-community-launch/.

18. Felix Richter, “Infographic: The Explosive Growth of Reddit’s Community,” Statista Infographics, May 23, 2019, www.statista.com/chart/11882/number-of-subreddits-on-reddit/.

Chapter 3

1. Elizabeth Perle McKenna and Hahrie Han, Groundbreakers: How Obama’s 2.2 Million Volunteers Transformed Campaigning in America (New York: Oxford University Press, 2015), 23.

2. Neil Stern, “Glossier: From Beauty Blog to Billion-Dollar Brand,” Forbes, March 19, 2019, https://www.forbes.com/sites/neilstern/2019/03/19/glossier-from-beauty-blog-to-billion-dollar-brand-valuation/.

Chapter 4

1. Alicia Iriberri and Gondy Leroy, “A Life-Cycle Perspective on Online Community Success,” ACM Computing Surveys 41, no. 2, art. no. 11 (February 2009); Jenny Preece, Online Communities: Designing Usability, Supporting Sociability (Hoboken, NJ: Wiley, 2000); Dorine C. Andrews, “Audience-Specific Online Community Design,” Communications of the ACM 45, no. 4 (2002): 64–68; Rob Kling and Christina Courtright, “Group Behavior and Learning in Electronic Forums: A Sociotechnical Approach,” Information Society 19, no. 3 (2003): 221–35; Arvind Malhotra, Sanjay Gosain, and Alexander Hars, “Evolution of a Virtual Community: Understanding Design Issues through a Longitudinal Study,” ICIS 1997 Proceedings 4 (1997): 59–74; Etienne Wegner, Richard McDermott, and William Snyder, Cultivating Communities of Practice: A Guide to Managing Knowledge (Cambridge, MA: Harvard Business School Press, 2002). In the list here, we present the articulation of four stages only as a model to help leadership recognize how a community’s needs change with maturity. Many smart people have listed differently named phases with different characteristics. In our humble opinion, other (differing) models can also help.

2. Iriberri and Leroy, “Life-Cycle.”

3. Iriberri and Leroy, “Life-Cycle,” 14.

4. Damon Centola, Joshua Becker, Devon Brackbill, and Andrea Baronchelli, “Experimental Evidence for Tipping Points in Social Convention,” Science 360, no. 6393 (June 8, 2018): 1116–19.

5. “Fitbit Reports $571 Million Q4’18 Revenue and $1.51 Billion FY’18 Revenue,” Fitbit, investor.fitbit.com/press/press-releases/press-release-details/2019/Fitbit-Reports-571-Million-Q418-Revenue-and-151-Billion-FY18-Revenue/.

Chapter 5

1. Caroline Aubé, Vincent Rousseau, and Sébastien Tremblay, “Team Size and Quality of Group Experience: The More the Merrier?” Group Dynamics: Theory, Research, and Practice 15, no. 4 (2011), doi:10.1037/a0025400.

2. Jon R. Katzenbach and Douglas K. Smith, The Wisdom of Teams (Boston: Harvard University Press, 2015), 42.

3. Katzenbach and Smith, Wisdom, 43.

4. Nick Bunkley, “Joseph Juran, 103, Pioneer in Quality Control, Dies,” New York Times, March 3, 2008, https://www.nytimes.com/2008/03/03/business/03juran.html.

5. Jakob Nielsen, “The 90-9-1 Rule for Participation Inequality in Social Media and Online Communities,” Nielsen Norman Group, October 9, 2006, https://www.nngroup.com/articles/participation-inequality/.

6. Daniel Oberhaus, “Nearly All of Wikipedia Is Written by Just 1 Percent of Its Editors,” Vice, November 7, 2017, www.vice.com/en_us/article/7x47bb/wikipedia-editors-elite-diversity-foundation.

7. Robert Steuteville, “The Missing Middle of Our Social Lives,” Public Square: A CNU Journal, February 8, 2016, https://www.cnu.org/publicsquare/missing-middle-our-social-lives; E. J. Dionne Jr., “Where Goes the Neighborhood?” Washington Post, August 10, 2014, https://www.washingtonpost.com/opinions/ej-dionne-where-goes-the-neighborhood/2014/08/10/8a137cde-1f39-11e4-ae54-0cfe1f974f8a_story.html.

8. Elinor Ostrom is a twenty-first-century Nobel Prize–winning political economist who discusses managing common shared resources. We think that her deeply respected work can help leaders choose how best to manage their unique participants. (Please see appendix C for a list of some of her work.)

9. Andrei Hagiu and Julian Wright, “Multi-Sided Platforms” (Working Paper 15-037), Harvard Business School, March 16, 2015.

10. Wikipedia, s.v. “Two-Sided Market,” last modified October 23, 2019, https://en.wikipedia.org/wiki/Two-sided_market.

Chapter 6

1. Dan Ariely, “When Are Our Decisions Made for Us?” TED Radio Hour, March 10, 2017, https://www.npr.org/2017/03/10/519270280/dan-ariely-when-are-our-decisions-made-for-us.

2. Kelsey Campbell-Dollaghan, “Why Ikea Shutting Down Its Most Popular Fan Site Is a Giant Mistake,” Gizmodo, June 6, 2014, https://gizmodo.com/why-ikea-shutting-down-its-most-popular-fan-site-is-a-g-1591401344.

3. Simone Mitchell, “How IKEA Learned to Love IKEA hacks (Almost as Much as We Do),” news.com.au, January 21, 2016, https://www.news.com.au/lifestyle/home/interiors/how-ikea-learned-to-love-ikea-hacks-almost-as-much-as-we-do/news-story/8f03b2779d6807315763ef56b0cd6fda.

4. “Etsy Teams,” Etsy, https://community.etsy.com/t5/Etsy-Teams/ct-p/teams.

5. Jen Yamato and Ben Collins, “Reddit Fired the Woman Trying to Save It,” Daily Beast, July 4, 2015, www.thedailybeast.com/reddit-fired-the-woman-trying-to-save-it.

6. Yamato and Collins, “Reddit Fired.”

7. Brian Lynch and Courtnie Swearingen, “Why We Shut Down Reddit’s ‘Ask Me Anything’ Forum,” New York Times, July 8, 2015, www.nytimes.com/2015/07/08/opinion/why-we-shut-down-reddits-ask-me-anything-forum.html.

8. Davey Alba, “Ellen Pao Steps Down as CEO after Reddit Revolt,” Wired, June 29, 2017, www.wired.com/2015/07/reddit-ceo-ellen-pao-steps-down-huffman-replacement/.

9. Alba, “Ellen Pao.”

Chapter 7

1. Priya Parker, The Art of Gathering: How We Meet and Why It Matters (New York: Riverhead Books, 2018), 36.

2. Carrie Jones, “How to Create Your Community Commitment Curve,” Gather, August 24, 2018, https://www.gathercommunityconsulting.com/blog/creating-your-community-commitment-curve.

3. Sarah Schulman, Conflict Is Not Abuse (Vancouver, BC: Arsenal Pulp Press, 2016), 14.

4. Michael Roth, “Don’t Dismiss ‘Safe Spaces,’ ” New York Times, August 29, 2019, https://www.nytimes.com/2019/08/29/opinion/safe-spaces-campus.html.

5. Michael Roth, “Don’t Dismiss.”

6. Patricia Hernandez, “Twitch Streamer Swatted while Playing Pokémon Go Outside,” Kotaku, July 27, 2016, https://kotaku.com/twitch-streamer-swatted-while-playing-pokemon-go-outsid-1784309781; “10 Streamers Get Swatted Live,” YouTube, https://www.youtube.com/watch?v=TiW-BVPCbZk.

7. Nathan Grayson, “Streamer Trihex Apologizes for Homophobic Slur after Twitch Suspends His Channel,” Kotaku, October 8, 2018, https://kotaku.com/streamer-trihex-apologizes-for-homophobic-slur-after-tw-1829604490.

8. Grayson, “Streamer Trihex.”

9. “Reddit.com Competitive Analysis, Marketing Mix and Traffic,” Alexa, n.d., www.alexa.com/siteinfo/reddit.com.

10. Amjad Masad (@Amasad), Twitter post, June 6, 2018, https://twitter.com/amasad/status/1004173806787702784.

11. “Stack Overflow Reducing Headcount by 20%,” Hacker News, November 3, 2017, news.ycombinator.com/item?id=15613101.

12. Ingrid Lunden, “Developer Community Stack Overflow Reportedly Lays Off 20% as It Refocusses Business,” TechCrunch, November 3, 2017, techcrunch.com/2017/11/02/stack-overflow-lays-off-staff/.

Chapter 8

1. Zoe Weiner, “Sephora Is Hosting Its First-Ever Beauty Convention,” Glamour, June 5, 2018, www.glamour.com/story/sephora-sephoria-house-of-beauty-convention.

2. Priya Parker, The Art of Gathering: How We Meet and Why It Matters (New York: Riverhead Books, 2018), 160.

3. Stuart Brown, with Christopher Vaughan, Play: How It Shapes the Brain, Opens the Imagination, and Invigorates the Soul (New York: Penguin, 2010), 66–69.

4. The hosts are part of the diaconate, as discussed in The Art of Community. In communities in general, the diaconate make events more special and maintain more authority over the community values and membership.

5. Michael Sailer, Jan Ulrich Hense, Sarah Katharina Mayr, and Heinz Mandl, “How Gamification Motivates: An Experimental Study of the Effects of Specific Game Design Elements on Psychological Need Satisfaction, Computers in Human Behavior 69 (April 2017): 371–80, www.sciencedirect.com/science/article/pii/S074756321630855X#bib23.

Chapter 9

1. Mary Kinney, “How to Throw a Great Event,” Etsy, April 18, 2016, www.etsy.com/seller-handbook/article/how-to-throw-a-great-event/43929408125.

2. Julie Schneider, “Join the Party: Etsy Craft Party 2013,” Etsy News (blog), Etsy, May 6, 2013, blog.etsy.com/news/2013/join-the-party-etsy-craft-party-2013/.

Chapter 10

1. Kenneth Thomas, “The Four Intrinsic Rewards That Drive Employee Engagement,” Ivey Business Journal, November/December 2009, https://iveybusinessjournal.com/publication/the-four-intrinsic-rewards-that-drive-employee-engagement/.

2. Susan Fowler, Mastery of Motivation (Oakland, CA: Berrett-Koehler, 2019).

3. Daniel Pink, “What Motivates Us?” Harvard Business Review, February 2010, https://hbr.org/2010/02/what-motivates-us.

4. Mark R. Lepper, David L. Green, and Richard E. Nisbett, “Undermining Children’s Intrinsic Interest with Extrinsic Reward: A Test of the ‘Overjustification’ Hypothesis,” Journal of Personality and Social Psychology 28, no. 1 (1973), 129–37, doi:10.1037/h0035519.

5. Michael Sailer, Jan Ulrich Hense, Sarah Katharina Mayr, and Heinz Mandl, “How Gamification Motivates: An Experimental Study of the Effects of Specific Game Design Elements on Psychological Need Satisfaction,” Computers in Human Behavior 69 (April 2017): 371–80, www.sciencedirect.com/science/article/pii/S074756321630855X#bib23.

6. Amy Jo Kim, Community Building on the Web: Secret Strategies for Successful Online Communities (Boston: Addison-Wesley Longman), 2000.

7. “The Business of CrossFit: An Update on New Market Research” (blog post), Rally Fitness, March 13, 2017, https://rallyfitness.com/blogs/news/the-business-of-crossfit-an-update-on-new-market-research-2017.

Chapter 11

1. Juliana Stancampiano, Radical Outcomes: How to Create Extraordinary Teams That Get Tangible Business Results (Hoboken, NJ: Wiley, 2019), 15.

2. David Brooks, The Second Mountain: The Quest for a Moral Life (New York: Random House, 2019), 267.

3. Michael Harris and Bill Tayler, “Don’t Let Metrics Undermine Your Business: An Obsession with Numbers Can Sink Your Strategy,” Harvard Business Review, September–October 2019, 64.

4. Harris and Tayler, “Don’t Let Metrics Undermine Your Business.”

5. Amy Gallo, “The Value of Keeping the Right Customers,” Harvard Business Review, November 2014, hbr.org/2014/10/the-value-of-keeping-the-right-customers.

Last Word

1. Margaret Mead, “Unique Possibilities of the Melting Pot: 1950,” in The World Ahead: An Anthropologist Anticipates the Future, ed. Robert B. Textor (New York: Berghahn Books, 2005), 74.

2. Merton to Jim Forest, February 21, 1966; full text in The Hidden Ground of Love, ed. William H. Shannon (New York: Farrar Straus Giroux, 1985), 294–97; http://jimandnancyforest.com/2014/10/mertons-letter-to-a-young-activist/.

Appendix A

1. “Buzzfeed.com Competitive Analysis, Marketing Mix and Traffic,” Alexa, n.d., www.alexa.com/siteinfo/buzzfeed.com.

2. Charles Bethea, “The BuzzFeed Layoffs and the Case of the Teen-Age QuizMaker,” New Yorker, February 2, 2019, www.newyorker.com/news/news-desk/the-buzzfeed-layoffs-and-the-case-of-the-teen-age-quiz-maker.

3. Akanksha Rana, “Spotify Hits 100 Million Subscribers, Reports Revenue Jump,” Reuters, April 29, 2019, www.reuters.com/article/us-spotify-tech-results-idUSKCN1S50TH.

4. Jeremy Heimans and Henry Timms, New Power (Sydney: Pan Macmillan Australia, 2018).