Crate & Barrel on experience gaps: why they occur and how to close them
Qualtrics
MAY 2, 2019
Experience gaps occur when a brand fails to meet expectations at any point along the customer journey. A pretty huge experience gap, but thankfully for retail brands a rare occurrence. On the X4 Summit main stage, Sir Richard Branson told the story of how he started Virgin Atlantic after his flight to Puerto Rico was canceled.
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