Select one primary outcome metric tied to customer value, such as retained usage or successful completions, and pair it with safeguards like complaint rates or churn. This dual view catches unintended consequences early. An email team once lifted activation while tracking unsubscribes and reported spam, which stayed stable thanks to thoughtful frequency caps. Balanced instrumentation prevents short-term wins from eroding long-term relationships, preserving the credibility that makes future experiments easier to approve.
Select one primary outcome metric tied to customer value, such as retained usage or successful completions, and pair it with safeguards like complaint rates or churn. This dual view catches unintended consequences early. An email team once lifted activation while tracking unsubscribes and reported spam, which stayed stable thanks to thoughtful frequency caps. Balanced instrumentation prevents short-term wins from eroding long-term relationships, preserving the credibility that makes future experiments easier to approve.
Select one primary outcome metric tied to customer value, such as retained usage or successful completions, and pair it with safeguards like complaint rates or churn. This dual view catches unintended consequences early. An email team once lifted activation while tracking unsubscribes and reported spam, which stayed stable thanks to thoughtful frequency caps. Balanced instrumentation prevents short-term wins from eroding long-term relationships, preserving the credibility that makes future experiments easier to approve.
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