How does this manifest itself internally?
“The bitterness of poor quality remains long after the sweetness of low price is forgotten…”
As I reflect more on this quote it strikes me as being equally true for both those on the receiving end of an experience, as it is for those delivering poor quality experiences.
The double edge sword that is the MVP (minimal viable product) often leads to sub-standard, low quality experiences being released. This can often be down to the perceived subjectivity of what viable is, and also the decision being made from a technology and cost standpoint – rather than the integrity of the experience.
Long term this comes back to bite an organisation. Benefits unrealised, too many bugs (blowing the total cost of ownership higher), rework required, introducing instability into the technology platform etc. It reduces trust in the delivery teams from stakeholders, and indeed those working to deliver these experiences feel short changed; demotivated for being unable to deliver anything of quality.
Delivering poor experiences is not good for customers and not good for the business – we need to concentrate on delivering a quality baseline experience, and then, and only then, do we have permission to start to think about “surprise & delight” or introducing “value adding” features.