Theme: Closing the brand experience gap

Closing the brand experience gap

Disappointments. We've all had them. Those moments when something fails to live up to your expectation. Ever had that happen with a brand? Welcome to the brand experience gap:

The brand experience gap is the difference between a brand promise and a consumer experience. It is a problem that every organisation faces, and one that doesn't go away once it's fixed!

The past year has undoubtedly changed the status quo: Making customers more digitally savvy, heightening their expectations, and shifting their priorities. As a result, what was once a great brand experience for a customer may no longer be good enough.

Closing the gap between the expectations you set and what happens to consumers should be a priority in every organisation.

We hope to see you there.