Day 37: Building a Brand vs. Repairing One

Yesterday, Nextdoor CEO Nirav Tolia shared a clip from a podcast interview with David Bergnaud on X:

https://x.com/niravtolia/status/2079617582869684510

I intentionally use the word participated.

Early in my career, I completed an unpaid internship with a small public relations agency in New York City. We shared office space with a web development company, pitched stories to journalists, worked to secure media opportunities for clients, and attended technology events at the Javits Center.

One lesson I learned is that, unless you're already a household name, podcast appearances rarely happen by chance. Public relations teams develop a strategy and actively work to place executives in front of audiences to expand brand awareness.

That made me think.

If time and resources are being invested in expanding the Nextdoor brand, shouldn't equal attention be given to strengthening the product and the customer experience behind that brand?

A compelling interview can create awareness, but awareness alone doesn't define a company's identity. Products, communication, and user experience do.

That brings me to Day 37.

It has now been 37 days since I requested a copy of a Nextdoor study that company communications directed readers to request from Jacob Chavis.

I still haven't received the study.

After reviewing similar job descriptions, my opinion has evolved. I now wonder whether the role is less about leading research operations and more focused on helping businesses understand and use research to support advertising decisions. I don't know if that's the case, but it's one possible explanation for why a straightforward request has remained unanswered for more than a month.

Regardless of the reason, this has become less about the study itself and more about communication.

I've said it before, and I'll say it again:

We tolerate what we allow.

As a shareholder, I believe companies should welcome thoughtful questions and respond to reasonable requests. That is how trust is built—with users, advertisers, employees, and investors alike.

Join the discussion on NielFlamm.com.