One question that’s on my mind. Is our low trust environment a feature or a bug? Is this ever going to get fixed if it’s a bug? Or are we stuck with this feature? Please help with your view.
Opay comes to mind here. Laser focus on delivering timely payment processing, and adding new security features to their App. Customers don’t mind going through ignominy of opening their mouths and shaking their heads while taking profile pictures to validate their Opay account.
I agree with your point on perceived quality signals. When the backend is invisible, customers judge competence from what they can see.
Great post as always.
One question that’s on my mind. Is our low trust environment a feature or a bug? Is this ever going to get fixed if it’s a bug? Or are we stuck with this feature? Please help with your view.
PS - I hope you are writing a book?
It’s a feature. The point of this blog is to show that so we stop treating it like it’s a bug. We are the bug (that needs to be fixed).
Book coming soon.
Hmmm
Great question, not the author but here’s what I think
It’s a bug, low trust has been created from years of poor work.
To eliminate it, more businesses need to treat quality/polish as a growth infrastructure because that’s the only way to repair the broken trust.
Opay comes to mind here. Laser focus on delivering timely payment processing, and adding new security features to their App. Customers don’t mind going through ignominy of opening their mouths and shaking their heads while taking profile pictures to validate their Opay account.
I always enjoy reading your post!
Thanks for reading. Book coming soon!
Quality as a growth infrastructure ✅
This conversation needs to come up more often because the “anyhowness”of Nigerians kills me😭