thinking

October 2018

Closing the experience gap

Detachment from what companies promise their customers and what they actually deliver costs brands millions every year. In the highly competitive information age, consumers don’t just expect exceptional experiences for their money – they demand it.

Strategic Consultancy experts Clear M&C Saatchi take a deep dive into why closing this Experience Gap is a strategic imperative for brands, in a study featuring strategies from Huawei, Disney, Santander and more.

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.

Download the full report here