Sizing the gap between brand promise and brand experience
We’ve all had them. That moment when someone or something lets you down. When they fail to live up to expectations. When the promises they’ve made are exposed as untrue.
How many times has a brand done that to you in the past year?
Welcome to the Experience Gap.
A world first study into how well brands are keeping their promises, right across the customer experience – and how much each broken promise is costing them.