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If someone heard that you were a great company to work with (and decides to use your product / service / app because of that) and they then experience the exact opposite, it’s not only a neutral outcome. Instead that customer has an exponentially bad experience, because their expectation was that much more than they got.

Published by Karsten Rowe

Karsten is a Product Design Director, with over 15 years of industry history. Based in Seattle. Focused on teams, UI, UX, and design systems.