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.