Is your marketing creating an ‘Expectation Debt’, and are your competitors now responsible for your customer's experience?
Customer Experience has taken great leaps forward as brands embrace the truth that good customer experience costs less than bad customer experience. However, for most businesses customer trust is eroded as expectations of experience fail to match the reality, forcing them to face their own ‘negative experience equity’.
The presentation can be found at: https://www.slideshare.net/socialogilvy/whats-next-the-great-customer-expectation-gap
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