Mutual customer?

The Industry Relations Podcast is now available on your favorite podcast player! Overview Rob and Greg discuss Zillow's recent privacy policy changes to Follow Up Boss and the growing debate around data use and agent trust. They examine how Zillow's communication strategy has affected its reputation, drawing comparisons to past acquisitions like dotloop and ShowingTime. The conversation explores whether this move signals a broader industry shift in how tech companies handle customer data, AI integration, and transparency with agents. Key Takeaways Zillow's new Follow Up Boss privacy policy grants broader access to agent and client data. Rob believes the change isn't malicious but calls it a major communication failure by Zillow. Greg points out that Zillow lacks a dedicated team for agent-facing product communication. The term "mutual customer" triggered agent backlash and should have been caught before release. Both agree the issue highlights a pattern of Zillow "revising promises" made in previous acquisitions. The discussion raises questions about trust, data usage for AI training, and the long-term impact on agent relationships. Rob argues the real strategic risk is eroding trust—industry partners may start adding "yet" to every Zillow assurance. Greg suggests this is part of a larger trend across tech companies as privacy expectations evolve Links Follow Up Boss changes privacy policy: chaos ensues Zillow, Follow Up Boss, ChatGPT: How to Protect Your Clients and Build a Moat Connect with Rob and Greg Rob's Website  Greg's Website    Watch us on YouTube   Our Sponsors: Cotality  Notorious VIP The Giant Steps Job Board    Production and Editing Services by Sunbound Studios