Comment by mmanfrin

I blame this on A/B tests which ignore externalities. Sure, maybe the 3 metrics you were aiming for were improved, but your brand is fucked. I think brands like Sears/Kenmore/Craftsman were A/Bed to death. So many little 'optimizations' (read: cost cutting that looked-good-on-paper) that eventually destroyed what the brand was about in the first place.