Bridging the divide: From expectation to experience

  Everyone is obsessed with NPS (Net Promoter Scores). NPDS are the answer to a singular question that determines the success or failure of a brand’s ability to deliver customer satisfaction and underpins many executive’s KPIs. This article is not an argument for or against NPS. What we’re interested in is the expectation to experience equation we believe is a significant driver of NPS. Marketing communications is an investment in consumer expectation. The advertising message, whether

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