People don't think caring about your customers leads to failure, but it's a lot harder than not caring, and it does seem to be the case that it is mandatory to not care if you're going to be chasing massive valuations.

We're moving from a high trust society to a low trust society, I fear. It's a tough transition.

I realise I’m a sample size of 1, but for me caring was good for business: caring means you can empathise, if you can empathise you can understand, if you can understand you can build a better product.