Solving Inbound@Scale for Repeatable Sales Motion (Part 1)

The Problem

As I was reflecting on my experience at Shoptalk (the premier ecommerce and retail trade show in the US), I concluded that there had to be a better way to sell. The event had 10,000 attendees. Assuming that there was an even distribution between vendors and buyers, it meant that there were 5,000 who we could have an interest in. We ended the show with a few hundred scans – people who had stopped by the booth or we had otherwise interacted with. This was a drop in the ocean. Persuading people walking by to come into our booth and talk to us was not easy. While we did get some very good leads, I started wondering if there was a better way to sell. Instead of us chasing customers, how could we get customers to chase us? How do we drive demand generation, and do so with near-zero acquisition costs and get scale in the incoming leads? In other words, what would it take to have Inbound@Scale where the right buyers (who would be in our target list) would reach out to us? While this has been solved by many successful brands who spend very little on marketing, I needed to consider this from the lens of our industry and products: B2B SaaS and customer engagement solutions.

In my first company, IndiaWorld (1995-99), I did not face the problem of Inbound@Scale. The B2C portals (Samachar, Khoj, Khel, Bawarchi, and many others) got traffic which included decision-makers at corporations. The content of the consumer sites also spread word-of-mouth which created a flywheel for inbound. Once we had some corporate websites done, referrals started coming in. That was how we ensured exponential profitable growth.

In Netcore, during the first years of our growth for the SMS and email businesses, we had our sales team reach out to potential buyers in India. There was a network of connections, and it wasn’t difficult getting the introductions for the first conversations. We built a similar outreach in Southeast Asia, working with partners in some countries and using events as an attractor. In the US and Europe, the same playbook of trade shows like eTail West and Shoptalk is helping bring in leads. But the problem is the scale. The inbound we were getting was a fraction of what the potential was.

The obvious marketing solutions for B2B companies are content marketing (which takes long), search engine marketing (can be very expensive), doing more events and mixers (the costs add up rapidly), having sales development representatives (SDRs) do cold calls and emails (very low response rate), and account-based marketing (more targeted, but it is hit-and-miss).

Most of the SaaS success stories have come with companies splurging tens or hundreds of millions of dollars on marketing spending. As a company focused on profitability, that is a luxury we did not have. So how does a new entrant into a market like the US manage to get Inbound@Scale without spending a lot of money? This is the question I will explore in this series.

Thinks 892

WSJ: “Many people spend two full days a week on email and in meetings alone, new data shows…“People feel quite overwhelmed, a sense of feeling like they have two jobs, the job they were hired to do, but then they have this other job of communicating, coordinating and collaborating,” said Jared Spataro, who leads Microsoft’s modern-work team and who spearheaded the research. Granted, communicating and going to meetings are a big part of the job for many workers, especially managers. Yet, many workers and bosses say all of the time spent talking and collaborating isn’t necessarily improving workplace communications.”

Robert Rubin: “At the heart of my own approach is “probabilistic thinking,” the idea that nothing is 100 percent certain and that everything is therefore a matter of probabilities. Whether my choices would affect a few people or millions of people, my preferred tool for applying probabilistic thinking has always been the same: a simple yellow legal pad. On my yellow pad (or more recently, my iPad), I’ll list possible outcomes in one column, and then my best estimates of the probabilities associated with those outcomes in another. My goal has never been to quantify every aspect of every decision; that would be impossible. Instead, my yellow pad has become both metaphor and means, a way of applying a questioning mind-set and incorporating probabilistic thinking into the real world. There are, of course, decisions throughout my life that looking back I should have made differently. But the yellow pad has served me well, allowing me to think in disciplined ways about risks, probabilities, costs and benefits, and substantially increasing my odds of making the best possible choice.”

Harold Demsetz in 1982:”Competition in a private property system is expected to guide resources to those uses that maximize the value of production secured from them. This value is measured by what consumers are willing to pay, making due allowance for the implicit value of leisure and other goods consumed outside the formal market arena. The profit criterion stops uses of resources that would result in more cost than benefit as these are measured by the money votes of consumers.” [via CafeHayek]

Matt Rickard: “There’s WebGPU shipping in Chrome, providing a more general interface to the underlying GPU APIs. In addition, WebGPU lets developers use new native accelerations like Apple Metal, Microsoft Direct3D 12, and Vulkan. This means that GPU acceleration in the browser won’t just be used for drawing on a canvas. Matrix multiplications in Tensorflow.js are already supported with a WebGPU backend. There are a few LLMs that have added support for it as well. WebGPU makes browsers start to resemble a more traditional operating system.”

Thinks 891

William Deresiewicz: “AI operates by making high-probability choices: the most likely next word, in the case of written texts. Artists—painters and sculptors, novelists and poets, filmmakers, composers, choreographers—do the opposite. They make low-probability choices. They make choices that are unexpected, strange, that look like mistakes. Sometimes they are mistakes, recognized, in retrospect, as happy accidents. That is what originality is, by definition: a low-probability choice, a choice that has never been made…Low-probability choices are leaps: lateral and unpredictable, associative and idiosyncratic. Where do they come from? Inspiration, we say, a word that explains by not explaining.”

The Generalist: “Here’s what investors, operators, and founders should know about finding great ideas. Tolerating failure. To foster a creative environment, you must make yourself comfortable with failure. A 2009 study demonstrates the impact of incentivizing experimentation among life scientists. When funded by a more permissive, long-term-minded grant, scientists achieved breakthrough innovations at much higher rates than peers receiving stricter grants. The beginner’s mind. We are told that having a “beginner’s mind” can be a gift when analyzing a problem. The novice can often find solutions to which the expert is blind. A 2014 paper suggests that’s more than just rhetoric. When prompted to develop novel ideas, the study found that those with the least overlapping expertise were most ingenious.”

Paulo Savaget: “I didn’t start with the goal of studying workarounds. I bumped into workarounds after I had already started. This research was mainly driven by an interest, but also a frustration. I was frustrated with my previous experiences working as a consultant. I had worked with many organizations worldwide on projects that ranged from the evaluation of projects with traditional populations in the Amazon to working in favelas in Brazil to [working with] large organizations—OECD, for example—and in more business-like contexts…One [surprise] when I started working with hackers was, “Can other organizations be like hackers? Could I understand hackers [enough] to create a framework, or a playbook, that could help organizations make impact more quickly and more resourcefully?” Then after working with hackers, I realized that many other organizations were already hacking, and that hacking is not limited to computer systems. It applies to all kinds of systems, like education systems, sanitation, healthcare, financial systems; whichever system you can think of, you can hack. There were many organizations—these organizations that I call scrappy because they’re feisty, they’re resourceful, they operate in the margins of systems.”

Sam Altman: “I think definitely one of the tech industry’s worst mistakes in a long time was that everybody could go full remote forever, and startups didn’t need to be together in person and, you know, there was going to be no loss of creativity…I would say that the experiment on that is over, and the technology is not yet good enough that people can be full remote forever, particularly on startups.”

ProfitXL: Selling A System (Part 6)

ChatGPT does The ProfitXL Show

Here is how ChatGPT suggested I do a Broadway-like show for the ProfitXL system.

  1. Theme and Setting: The show’s theme should focus on the struggles of traditional marketing and the potential benefits of ProfitXL. The setting could be a modern marketing agency, with a cast of characters including marketers, executives, and customers.
  2. Story and Plot: The story could follow the journey of the agency as they transition from traditional marketing to ProfitXL. The plot could involve the struggles and challenges they face along the way, such as convincing skeptical executives, overcoming AdWaste, and identifying and rewarding Best Customers.
  3. Characters and Casting: The cast should be diverse, including actors who can play marketers, executives, and customers of various ages, genders, and ethnicities. You could also consider casting professional dancers and singers to perform musical numbers throughout the show.
  4. Musical Numbers: The show could include musical numbers that highlight the benefits of ProfitXL, such as “From Acquisition to Profit”, “Flip the Funnel”, and “Velvet Rope Marketing”. The musical numbers could be choreographed with high-energy dance routines and catchy lyrics to engage the audience.
  5. Visuals and Effects: The show could incorporate high-tech visuals and special effects to bring the story to life, such as LED screens, holographic projections, and interactive elements. The visual effects could be used to showcase the agency’s journey towards ProfitXL, from AdWaste to frictionless omnichannel personalization.
  6. Key Takeaways: The show should end with a powerful message that summarizes the benefits of ProfitXL and encourages the audience to take action. You could also provide resources or materials for further learning, such as a guidebook or online course.

Not bad, huh?!

I then asked ChatGPT to tell the story from the point of view of a B2C/D2C brand with the characters being the CMO, CFO and CEO, and show how the team transitions from the wasteful ad spending to adopting the ProfitXL system. Here is the output.

Act 1:

The story begins with the CMO, CFO, and CEO of a B2C/D2C brand gathered in the CEO’s office, discussing the state of the company’s marketing. They’re all frustrated with the amount of money they’re spending on advertising, yet they’re not seeing the desired results. The CMO explains that they’re acquiring new customers, but they’re not retaining them, and the CFO expresses concern about the rising cost of customer acquisition.

Suddenly, the CFO suggests a new approach to marketing, inspired by a recent conference he attended. He introduces the concept of ProfitXL, which focuses on shifting away from acquisition-centric marketing to profit-centric marketing, with a strong emphasis on existing customers and frictionless personalization. The CMO is intrigued, and the CEO agrees to explore the idea further.

Act 2:

The team begins to dive deeper into the ProfitXL system, meeting with consultants and experts to learn more about the approach. They start to see how it could help them solve their biggest marketing challenges, such as reducing AdWaste and increasing customer retention.

As they begin to implement ProfitXL, they face some challenges, such as retraining their marketing team and rethinking their budget allocation. However, as they start to see the benefits of the system, they become increasingly enthusiastic.

The CMO focuses on nurturing existing customers and identifying their Best Customers, while the CFO tracks the metrics that matter, such as AdWaste and Earned Growth. The CEO realizes that the ProfitXL system aligns with the company’s values of sustainability and long-term growth.

Act 3:

The team begins to see tangible results from their adoption of ProfitXL. They’re able to reduce their AdWaste by identifying and rewarding their Best Customers, and their customer retention rates begin to increase. They’re also able to reinvest the money they saved from reducing AdWaste into frictionless personalization and other initiatives that drive profit.

The CMO, CFO, and CEO are thrilled with the success of their new marketing approach. They realize that the ProfitXL system not only helps them drive profit, but it also aligns with their values and strengthens their relationships with customers.

The show ends with the team reflecting on their journey towards adopting the ProfitXL system, and the audience is left with a clear message: by focusing on existing customers and shifting away from AdWaste, brands can achieve sustainable, long-term growth.

[Rajesh] I then asked for dialog for each of the three acts.

Dialogue for Act 1

The CMO, CFO, and CEO of a B2C/D2C brand are gathered in the CEO’s office.

CEO: “Alright team, let’s talk about our marketing. I know we’re spending a lot of money on advertising, but are we seeing the results we want?”

CFO: “Actually, I have some concerns about the rising cost of customer acquisition. It’s eating up a lot of our budget, and we’re not seeing the returns we want.”

CMO: “I hear you, but we’re acquiring new customers. The problem is we’re not retaining them. Our customer lifetime value is low, and we’re not getting the repeat business we need.”

CFO: “I actually went to a marketing conference last week, and I heard about a new approach that could help us. It’s called ProfitXL, and it’s all about shifting from acquisition-centric marketing to profit-centric marketing.”

CEO: “What does that mean exactly?”

CFO: “It means focusing on our existing customers, identifying our Best Customers, and using frictionless personalization to drive profit. It’s a new way of thinking about marketing, and it could be just what we need to solve our challenges.”

CMO: “I’m intrigued. I think we should explore this idea further. What do you think, CEO?”

CEO: “I agree. Let’s set up a meeting with some consultants and see if this approach could work for us.”

Dialogue for Act 2

The team is meeting with consultants to learn more about the ProfitXL system.

Consultant: “So, to implement ProfitXL, you need to shift your focus away from acquisition and towards retention. You need to identify your Best Customers and provide them with a differentiated experience. You also need to use frictionless personalization to make it easier for customers to interact with your brand.”

CMO: “That makes sense. But what about AdWaste? How do we reduce that?”

Consultant: “AdWaste is a major problem in traditional marketing, and ProfitXL offers a solution. By focusing on your Best Customers, you can reduce your ad spend on less profitable customers. You can also use earned growth, such as referrals and organic acquisition, to drive new business.”

CFO: “That’s interesting. But how do we track our progress with this system?”

Consultant: “You need to focus on metrics that matter, such as AdWaste, Martech Spend Ratio, and Earned Growth. By tracking these metrics, you can ensure that you’re allocating your budget effectively and driving profitable growth.”

CEO: “I like what I’m hearing. It aligns with our values of sustainability and long-term growth. Let’s explore this further and see how we can implement it within our company.”

The team begins to implement the ProfitXL system, but they face some challenges along the way, such as retraining their marketing team and rethinking their budget allocation.

CMO: “This is a big change for our team, and it’s going to take some time to get used to.”

CFO: “I know, but I believe in this approach. We can’t keep spending money on advertising that isn’t working.”

CEO: “I agree. Let’s focus on our existing customers and provide them with a great experience. That’s how we’ll drive profitable, sustainable growth.”

Dialogue for Act 3

Sure, here’s a potential dialogue for Act 3:

The team begins to see tangible results from their adoption of ProfitXL.

CMO: “I can’t believe how much our Best Customers are responding to the new approach. We’re seeing a huge increase in retention rates.”

CFO: “And we’ve reduced our AdWaste by 50%. That’s a huge savings for us.”

CEO: “I’m thrilled with the success we’re seeing. It’s not just about driving profit, it’s about building strong relationships with our customers and providing them with an experience they’ll remember.”

The team continues to implement the ProfitXL system, focusing on identifying and rewarding their Best Customers and providing frictionless personalization.

CMO: “Our customers are becoming our best advocates. They’re referring their friends and family to us, and we’re seeing earned growth like never before.”

CFO: “And we’re allocating more of our budget to our existing customers, which is driving even more profit for us.”

CEO: “I’m proud of what we’ve accomplished. We’ve transitioned from a wasteful approach to marketing to a sustainable, profitable one. We’ve built a strong foundation for the future of our company.”

The show ends with the team reflecting on their journey towards adopting the ProfitXL system, and the audience is left with a clear message: by focusing on existing customers and shifting away from AdWaste, brands can achieve sustainable, long-term growth.

[Rajesh] All I can say is: Stay tuned!

Thinks 890

Economist: “China’s rapid rise is slowing down…This change in economic trajectory is the subject of fierce debate among China-watchers..They are thinking again about China’s clout and its rivalry with America. One view is that Chinese power will fall relative to that of its rivals, which could paradoxically make it more dangerous. In a book last year, Hal Brands and Michael Beckley, two scholars, popularised a theory they called “Peak China”. The country faces decay, they argue, and has reached “the point where it is strong enough to aggressively disrupt the existing order but is losing confidence that time is on its side”.”

Andy Kessler: “New jobs are always created. Search-engine optimization barely existed two decades ago, and entire industries sprung from it. Imagine the boom in AI-optimization jobs. Plus, augmentation outruns automation—workers use new tools to enhance existing jobs and create higher-paying ones. Progress will always eat people, which means we need education, training and temporary safety nets to help workers make the transition to better jobs.”

Debashis Basu: “For a poor country to become prosperous and reduce income inequality, it has to record high growth (not sporadic growth) over many years to be able to lift millions of people from poverty; this is possible only if inflation is low (2-3 per cent), interest rates are low, and the currency is stable. But India’s actual inflation and interest rates remain high while the currency has weakened, reflecting internal economic weakness — it is just like high body temperature reflecting the presence of some infection. In the case of the economy, that infection is corruption, which creates a higher-cost economy, reduces investment, saps enterprise, lowers productivity, and ultimately shows up in inflation, a weak currency, high interest rates, and reduced consumption by the masses. Reducing corruption is not just a moral issue but an economic one, especially if we have the dreams of becoming an economic superpower.”

WSJ: “Investors in [India’s] startups are coming to realize that online spending is driven only by a minuscule percentage of spenders from India’s overall internet population and that it might take a while before the spending power is more evenly distributed. According to a recent report by Blume Ventures, only about 45 million users account for 50% of online spending out of the overall 850 million Indians using the internet. India has also seen a sharp drop in consumption outside the top 30 million households. Only 26% of India’s households earned more than $10,000 in 2021, according to a Morgan Stanley report last year. This is a sobering reality for those such as McKinsey Managing Partner Bob Sternfels, who declared that it isn’t the decade but rather the century that belongs to India.”

ProfitXL: Selling A System (Part 5)

Show, Don’t Tell

Let’s say you are the marketer of an ecommerce brand. You have two options.

Option 1

  • Keep spending 85-90% of your marketing budget on new customer acquisition (with half of it being wasted on wrong acquisition and reacquisition and CAC rising 40-50% year-over-year)
  • Not fix the broken customer experience on your website/app arising out of poor catalog data and silo-ed interaction data resulting in sub-optimal relevance and omnichannel personalization
  • Not create differentiated and delightful experiences for your correctly identified 20% Best customers who account for 60% of revenue and 200% of profits
  • Continue to be over-reliant on web/app for conversion, accept attention recession on push channels, and miss out on new super-effective funnels
  • Live with less happy customers, hyper-competition, and lower or no profits

Option 2

  • Do the opposite of Option 1 choices, thus transforming broken customer moments into beautiful experiences, and creating the ultimate business moat by maximising industry profits (what I term as ProfitXL).

What do you choose?

The answer is of course obvious. The challenge is how to bring this to life? Because for ProfitXL to work, it is not just adopting a single point solution, but instead buying into a system which inverts the funnel by making the Best customers as the priority and ensuring that paid new customer acquisition is the last resort.

This is the conundrum I have been working on for the past few months. My natural approach is to show the power of the products we build, rather than present the problem first. For ProfitXL to succeed, I will have to make the problem visible and then talk about the system which leads to the solutions. In fact, more than talk, I realised I have to “show”.

As I was pondering about this, my mind went to the Broadway shows I have seen. No written description can do justice to the experience of being there in person and watching the live action take place on the stage. The constraints of space are blown away by the ingenuity of the show creators. For a couple of hours that a typical play lasts, the audience is transported into a different world of action, dialogue and music – happening right in front. “Hamilton” transported me back to the America of the late 1700s, while “Some Like It Hot” took me back in time a hundred years to the Prohibition Era.

The question that I started to think about: could I create a (virtual) Broadway-like show to persuade decision-makers about the power of the ProfitXL system, and thus create a “landing idea” before the product-centric “land-and-expand” approach kicks in? I decided to ask ChatGPT.

Thinks 889

Shane Parrish: “If someone admits they made a mistake, have the grace to let it go. Holding it over them ensures they won’t be quick to admit they were wrong in the future. Outcome over ego.”

Entrepreneur First: “We believe that building technology startups will become the ‘default’ career path for the world’s most ambitious people. I argue three things below. First, that digital technology is the most recent in a series of ‘technologies of ambition’ that have enabled ambitious people to maximise their impact over the last millennium or so. Second, that technology entrepreneurship is likely to become the dominant ‘technology of ambition’. Third, that new institutions will be needed to channel, focus and amplify this new ambition.”

Robert Caro: “Explore a single individual deeply enough and truths about all individuals emerge.” Dwarkesh Patel: “Robert Caro’s The Years of Lyndon Johnson are not only the best biographies I have ever read – and not only the best histories I have ever read. They’re perhaps the best books I’ve ever read.”

Sapient Capital: “As you become more fitted into your niche, your area of expertise, it discloses more information back to you. An elite martial artist squaring off in a bar fight will instantly notice the balance of his opponent, striking distance and potential weapons nearby. This gives him more options for action. He literally inhabits a richer world, and this makes him more powerful than an average person. He quite literally “sees through the matrix.” When it comes to understanding the connection between “openness” and wisdom, the expert is more open to the world, and the world is more open to him. So when Charlie Munger “reasons by analogy” he’s reaching back into his case studies to find a relevant comparison to the current situation. By extracting and recombining multiple pertinent details (what Cedric calls “fragments”), he might literally be seeing a pattern nobody else can see, which is why he can invest in a totally differentiated way. Like the cardiac nurse, he’s observing the entire whole, rather than applying a single concept to the situation. The apex of wisdom is a sage. His disciplined usage of his attention has helped him become flexible, because he can literally see more and act decisively with less effort. But his domain isn’t limited to stock markets, a tennis court or a chessboard. He sees the whole world that way, and he is more powerful within it. It’s why sages are associated with miracles of congruence like snapping one’s fingers to make a thunderstorm appear. They have harmonized with deep reality and act from within it, rather than the modern man who too often tries to rigidly impose his rules from without.”

ProfitXL: Selling A System (Part 4)

Selling the Problem

The first step towards selling a system is to sell the problem. In the ProfitXL case, the problem is that brand profits are being hurt by the twin problems of low revenue growth and high marketing spending on new customer acquisition. The challenge is that in most B2C/D2C businesses, profitability is not the responsibility of the marketer. The marketer’s focus is to grow revenues. This can be done in two ways: get more from existing customers (a hard problem) or to get new customers (an easy problem, thanks to the digital advertising platforms). No prizes for guessing what really happens in brands! This channelling of funds to auctions for customers has perhaps been the single biggest transfer of profits in history – from brands to Big Adtech. Marketers do not want to see their budgets slashed so they do not admit that half of the spending is actually being wasted – and unlike in traditional media, with digital it is possible to track this waste. CEOs and CFOs do not focus on the spending as much because of the belief that reducing spending will hurt topline growth which would be extremely harmful for their careers! So, we have the perfect happy cycle of spend-to-grow for everyone (except investors and shareholders). Low profits? Blame it on rising CAC (customer acquisition cost).

There was no escape route for brands and marketers – until now. A number of innovations can drive more revenues from existing customers along with a reduction in AdWaste. The problem is: who will bell the cat? Marketers will see this as much more grunt work as compared to calling an agency and giving them a budget for new acquisition. CFOs do not understand the world of marketing so they tend to stay away. CEOs worry about managing the Board and overall business growth. With investors hungry for growth, it is much easier to keep the spending train running rather than experiment with new ideas. The question then becomes: how to break this cycle? My hope is that the funding winter and the consumption slowdown will make businesses re-evaluate their spending priorities, thus creating an opening for new ideas.

ProfitXL is one such idea. It is centred around the belief that businesses can build a profits machine leading to a profipoly if they take good care of their existing customers. This means systematically weeding out everything that creates a broken customer experience. Each friction is a profit killer. ProfitXL is the system which eliminates all such pain points, thus converting the broken experiences into beautiful experiences. It is this idea that needs to be sold to CMOs, CFOs and CEOs; it is that ray of hope that it is indeed possible to build a profits machine which can fund continuous product innovation to create a moat and monopoly.

Thinks 888

Morgan Housel: “Venture capital is a tail-driven business. You’ve likely heard that. Make 100 investments, and almost all of your return will come from five of them; most of your return from one or two. Correlation Ventures crunched the numbers. Out of 21,000 venture financings from 2004 to 2014, 65% lost money. Two and a half percent of investments made 10x-20x. One percent made more than 20x return. Half a percent – about 100 companies – earned 50x or more. That’s where the majority of the industry’s returns come from. It skews even more as you drill down. There’s been $482 billion of VC funding in the last ten years. The combined value of the ten largest venture-backed companies is $213 billion. So ten venture-backed companies are valued at half the industry’s deployed capital…A takeaway from that is that no matter what you’re doing, you should be comfortable with a lot of stuff not working. It’s normal. This is true for companies, which need to learn how to fail well. It’s true for investors, who need to understand both the normal tail mechanics of diversification and the importance of time horizon, since long-term returns accrue in bunches. And it’s important to realize that jobs and even entire careers might take a few attempts before you find a winning groove That’s how these things work.”

Marc Levinson in 2020: “The [cargo-shipping] container era began in April 1956, when the Ideal-X, a converted tanker left over from the war, carried fifty-eight aluminum containers on its deck from Newark, New Jersey, to Houston, Texas. No one imagined this concept would turn the world economy upside down. It was conceived with an entirely different purpose in mind: to shave a few dollars off the cost of moving trucks between North Carolina and New York.” [via CafeHayek] Donald Boudreaux: “It cannot be said too often: Entrepreneurial innovation is inseparable from capitalism. It is indispensable not only for economic growth but even for the maintenance (if such were our goal) of our current standard of living. (When objective facts on the ground change, innovation is necessary to deal with these changes. If, say, a source of raw materials dries up, innovation is necessary to find new sources or sufficient quantities of acceptable substitutes.) Yet industrial policy necessarily is hostile to innovation because innovation necessarily is not part of the industrial-policy plan. The fact that industrial policyists continue to ignore this reality should embarrass them. Alas, it seems not to do so.”

Julia Angwin: “Nearly all of the tech platforms developed extensive and detailed rules banning hate speech after finding that the first thing that happens on a new social network is that users start tossing slurs at one another…But fear is weaponized even more than hate by leaders who seek to spark violence. Hate is often part of the equation, of course, but fear is almost always the key ingredient when people feel they must lash out to defend themselves.”

WSJ: “Many countries are competing to be the “plus one,” with Vietnam, Mexico, Thailand and Malaysia in particular contention. India must still overcome entrenched problems that have kept it a bit player in global supply chains. Its labor force remains mostly poor and unskilled, infrastructure is underdeveloped and the business climate, including regulations, can be burdensome. Manufacturing remains small relative to the size of India’s economy. Nonetheless, after decades of disappointment, it is making progress. Its manufactured exports were barely a tenth of China’s in 2021, but they exceeded all other emerging markets except Mexico’s and Vietnam’s, according to World Bank data. The biggest gains have been in electronics, where exports have tripled since 2018 to $23 billion in the year through March. India has gone from making 9% of the world’s smartphone handsets in 2016 to a projected 19% this year, according to Counterpoint Technology Market Research. Foreign direct investment into India averaged $42 billion annually from 2020 to 2022, a doubling in under a decade, according to central bank figures.”