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EXPERIENCE GAP

Sizing the gap between brand promise and brand experience

Disappointments.

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.

Download Experience Gap here

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