Mutual customer?

Mutual customer?

Author: Rob Hahn and Greg Robertson November 6, 2025 Duration: 52:27

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 

 

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Industry Relations is a weekly conversation hosted by Rob Hahn, also known as The Notorious ROB, and Greg Robertson. It operates at a unique crossroads, examining where the business of real estate collides with and is reshaped by new technology. This isn't a surface-level tech review; the discussion comes from an insider's perspective, built on years of direct experience within the field. Each episode delves into the practical implications of software platforms, shifting market data, and emerging business models that are actively changing how properties are bought, sold, and managed. The hosts analyze trends, debate strategies, and often challenge conventional wisdom, providing a nuanced look at the forces driving change. Listening to this podcast offers a deeper understanding of the operational and entrepreneurial challenges faced by professionals navigating this evolving landscape. You'll hear specific case studies, evaluations of new tools, and forward-looking predictions about what's next for the industry. The tone is direct and informed, reflecting the hosts' deep background, making it essential for anyone invested in the future of real estate as a business. Tune in for thoughtful, weekly analysis that goes beyond the headlines.
Author: Language: English Episodes: 100

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