Testing Decisions Impact Customer Loyalty
Your testing choices impact customer relationships. @Marcus Merrel shares a story about a teammate being unable to pay a simple bridge toll online—Safari, Chrome, incognito mode, nothing worked. No chat support, no phone number. His only option? Wait for a collection letter to arrive in the mail. That’s so frustrating. But what stands out most is the bigger question: Are your users forced to stay because they have no choice, or are you actively earning their loyalty by providing a seamless, supportive experience?