Crate & Barrel on experience gaps: why they occur and how to close them
Qualtrics
MAY 2, 2019
Why do experience gaps open up? And, for the most part, digital experiences joined up nicely with in-store experiences. Crate & Barrel runs hugely popular events, and its customers love to post about them on the brand’s extremely busy social channels. But still – the experience gaps opened up.
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