Customer loyalty takes years to build but only a minutes to destroy. For this reason, even a strong proposition, business model and team can experience significant setbacks when quality slips away during the scaling process. From experience, this risk is best addressed from 3 separate angles:

1. The product mindset.
   • Establish the right organisational structure that ensures quality is everyone’s responsibility.
   • Maintain transparency and alignment to the most important metrics.
   • Structure quality investments to be aligned with customer sensitivity.
2. An agile culture.
   • Build processes that ensures quality is built in.
   • Educate teams in being vocal around specific requirements.
   • Distribute the responsibilities for building and validating quality to continually mature the team’s thinking.
3. Engineering maturing
   • This could be using automation, gates, TDD/BDD, simulations.
   • Use intelligent cloud tools such as AWS Device Farm.
   • Adopt frameworks to support the ideas of 1 & 2 (e.g. gherkin, cucumber, cypress, selenium).