When your login page feels like a fortress, but your password reset is a leaky tent, you’ve got a customer experience problem. In this post, I break down how every security decision—from MFA to cookie banners—impacts trust, retention, and the all-important NPS score.

“Security isn’t just a feature. It’s the feeling your users get when they click ‘Sign In’.”

Let’s explore how to make security invisible, but never absent.