8 Comments
User's avatar
Amos Feranmi's avatar

I agree with your point on perceived quality signals. When the backend is invisible, customers judge competence from what they can see.

Expand full comment
richard3d7's avatar

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?

Expand full comment
Adia Sowho's avatar

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.

Expand full comment
Idonije's avatar

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.

Expand full comment
Sikiru Salami's avatar

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.

Expand full comment
ńdù's avatar

I always enjoy reading your post!

Expand full comment
Adia Sowho's avatar

Thanks for reading. Book coming soon!

Expand full comment
Idonije's avatar

Quality as a growth infrastructure ✅

This conversation needs to come up more often because the “anyhowness”of Nigerians kills me😭

Expand full comment