I love Smartwool. I’m actually wearing a Smartwool shirt and Smartwool socks right now. If Smartwool wanted me to write a testimonial, all they would have to do is ask, to say “Hey, we want some killer testimonials for our website, will you help us out?” That’s not what they did.

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We are motivated to do good, even great, things for friendship (social norms) and we expect to pay for commercial goods (market norms), but when we mix these, bad things happen in our social lives and for companies that get this wrong.

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