The Experience Gap: What Brands Get Wrong (and Right) with Steve Collis & Simon Carse
Автор: ICA Consulting
Загружено: 2025-12-16
Просмотров: 44
Описание:
In this episode of the ICA Podcast, we explore the experience gap — the often-overlooked difference between what brands promise and what customers actually experience.
Joined by Steve Collis, Brand Experience Expert, and Simon Carse, Financial Compliance Exper, we unpack why some brands feel seamless and trustworthy, while others quietly erode customer confidence.
Using real-world examples from British Airways, Pret A Manger, and Singapore Airlines, the conversation examines:
• What truly defines a great customer experience
• How operational decisions shape brand perception
• Why consistency matters more than marketing
• Where regulation and compliance support — or undermine — trust
• How leadership decisions translate directly into customer sentiment
This episode bridges brand strategy and compliance, showing how experience isn’t just a design or marketing issue — it’s a structural one.
Whether you’re building a consumer brand, running a regulated business, or leading transformation, this conversation offers valuable insight into why experience is the new competitive advantage.
Повторяем попытку...
Доступные форматы для скачивания:
Скачать видео
-
Информация по загрузке:
