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????這些經(jīng)驗教訓不僅適用于個人,，對組織來說也講得通。2011年下半年出現(xiàn)了多起備受關注的企業(yè)與消費者之間的權力斗爭,。其中,，美國銀行和電信巨頭威力眾曾宣布將新增收費項目，而在線影碟租賃公司Netflix則計劃分拆DVD郵件租賃業(yè)務,，但這些決定都很快就被迫取消,。

????你可能會覺得，如果某些公司的產(chǎn)品轉換成本較高（舉例而言,，更換開戶行頗為麻煩,，提前終止手機合約則需要繳納違約金），又或者某些公司的服務備受歡迎,，那它們在和顧客打交道的時候就掌握了王牌,。可是,，上述例子似乎告訴我們,，權力的平衡正朝著有益于消費者的方向傾斜，而且這種趨勢似乎正在加速,。

????隨著社交網(wǎng)絡日趨重要,，消費者互相學習以及動員形成一個更大組織的能力有了幾何級的提升。隨著消費者之間相互關系緊密程度的提高,，消費者彼此之間的聯(lián)系對消費者與企業(yè)這對關系形成了一種補充,。

????因此，企業(yè)的最低興趣方權力開始有所削弱,，因為它掌握的不再是一系列彼此孤立的客戶關系（它在這種關系中占據(jù)著優(yōu)勢地位）,，而是必須要與彼此聯(lián)系的客戶所組成的網(wǎng)絡相抗衡，后者越來越有能力自詡為一個群體,。

????毫無疑問,，Netflix的商業(yè)分析師預計，其宣布分拆方案（后于去年10月宣布放棄該計劃）后,，將會引發(fā)顧客的不滿,，但這種不滿規(guī)模較小，處于可以接受的范圍之內,。但他們沒有意識到,，這種負面的顧客反饋將會通過新聞報道和網(wǎng)絡社區(qū)的討論持續(xù)發(fā)酵，截至第三季度末,，已有總計80萬顧客離開,，對Netflix的品牌形象造成了難以估量的損害（截至第四季度末,，該公司又重新贏回了61萬用戶）。美國銀行的例子也頗為相似,，過去此事可能只是個別消費者的抗議,，很容易遭到忽略，可默里?克拉契波爾在社交運動平臺change.org網(wǎng)站上發(fā)布的請愿書很快就獲得了超過30萬人的簽名,，使美國銀行無法置之不理,。

????要在這一全新世界中做到游刃有余，企業(yè)及其經(jīng)理人必須表現(xiàn)出傾聽的誠意和樂意,，且程度要與多數(shù)人際關系中人們所期待的水平相仿,。不過，在今天這個新的時代取得成功并沒有放之四海而皆準的秘訣,，F(xiàn)acebook在其網(wǎng)站上推出新元素和服務的經(jīng)歷就具體體現(xiàn)了這種“最低興趣”的聚合所具有的威力,，比如其時間軸（Timeline）雖然引發(fā)了一些隱私方面的擔憂，但仍得以成功推出,，而新聞推送（News Feed）的最初版本卻遭到了猛烈批評,，使馬克?扎克伯格不得不公開道歉。

????正如同健康的個人關系需要不斷檢視與維護,，企業(yè)與顧客之間關系的新范式也越來越強調權力的平衡及不同群體之間就重要議題所展開的對話,，以及結果、反響出乎意料時重新考慮事情的意愿,。愛情若想長久,，離不開耐心、努力,，以及拋開權力之爭的游戲,、展開真誠對話的意愿，企業(yè)與顧客之間的關系也是如此,。

????杰凡?蘇是一位管理與人力資源咨詢師，還是哈佛商學院（Harvard Business School）的助理研究員,。托馬斯?德隆是哈佛商學院管理與組織行為學教授,，他著有《自由飛翔：化對未知的恐懼為成功的助推劑》（Flying Without a Net: Turn Fear of Change into Fuel for Success）一書。

????譯者：小宇

????These lessons hold true not just for individuals but for entire organizations as well. The latter half of 2011 was marked by several highly publicized power struggles between corporations and consumers, with the quick reversal of imposed fees by Bank of America and Verizon and Netflix's (NFLX) intended spin-off of its DVD-by-mail service.

????While you might assume that companies whose products impose high switching costs (e.g., the inconvenience of changing banks, or the early termination fees for breaking a cell phone contract) or whose services were wildly popular would hold the trump card in their relationships with customers. Yet these examples seem to demonstrate that the tide of power is turning in consumers' favor, and that the trend may be accelerating.

????Amid the increased prominence of social media, consumers' ability to learn from each other and to mobilize as a larger group has increased exponentially. Through this increased connectivity, consumers complement their relationships with companies by adding relationships with each other.

????So, the company's power of least interest has grown weaker, as it no longer manages a set of isolated customer relationships where it holds a power position, but instead must confront a web of connected players that are increasingly capable of asserting themselves as a group.

????Netflix's business analysts no doubt predicted that there would be some small, but acceptable, level of customer attrition after its Qwikster spinoff announcement (a plan it abandoned in October), but it failed to gauge how the negative customer reaction would continue to compound itself via news coverage and online community discussion until customer departures totaled 800,000 by the end of the third quarter, delivering untold damage to the Netflix brand (the company has since gained 610,000 subscribers as of the end of the four quarter). And what would have been an easily ignorable smattering of customer complaints in the past was brought together by Molly Klatchpole's petition on change.org into a 300,000-signature-strong force that Bank of America could not disregard.

????Navigating this new world certainly requires managers and companies to exhibit the same kind of honesty and willingness to listen as is expected in most personal relationships. But there is no single recipe for success in this new world. Facebook's journey in introducing new attributes and services to its site embodies the perils and promise of this aggregated power of "least interest", ranging from the successful roll out of Timeline despite some privacy concerns to Mark Zuckerberg's public mea culpa over the initial version of News Feed.

????Just as healthy individual relationships require constant monitoring and care, the new paradigm for company and customer relationships values greater symmetry of power and dialogue between groups over issues that matter, and the willingness to reconsider things when results or reactions are not as expected. Like any love affair you want to last, it requires patient, hard work and the willingness to put power games aside to have real conversations.

????Jevan Soo is a management and human capital consultant, and a research associate at Harvard Business School. Thomas J. DeLong is a management and organizational behavior professor at Harvard Business School and author of Flying Without a Net: Turn Fear of Change into Fuel for Success.