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Your inability to articulate a company’s brand promise could explain its CX failures

Your inability to articulate a company’s brand promise could explain its CX failures

Kantar CX+ brand promise

I’m too grateful to be able to spend part of my summer at the cottage to complain too bitterly, but the customer experience of almost anything you might ask for up here is downright laughable.

Last year we had a guy out to potentially help us clear some trees. He walked all around our cottage, gave the vaguest of estimates and said he would be ready to do it in the fall. He has since ghosted us.

We bought a new oven and had it delivered, and when it didn’t work we were told it would be replaced but, if anything went wrong again, we could essentially go back to cooking over an open fire.

Then there was the guy who was

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