Watch your users

In the same Hulu article in the Nov 2009 issue of Fast Company:

At Amazon, he learned the importance of studying customer feedback.  Twitter takes monitoring to another level.  "It's a transparency engine," Kilar says.  "I've always said that our brand is what people say about us when we're not in the room, and this is the best tool for hearing what people are saying."

"Customers won't tell you what they want," Kilar says, citing a Bezosism.  "But their behavior will tell you if you capture and analyze it."

Cannablize

Another quote about cannabalizing your own business from Nov 2009 article in Fast Company magazine on the Hulu startup.

"If we didn't do this," says NBC Universal CEO Jeff Zucker, "we knew someone else would."