It's a stark disconnect between what a brand say and what it does, leaving behind disappointed consumer expectations and hindered business growth.

In the realm of Gen Z, brands are not just labels; they are living, breathing entities expected to embody a deeper belief consistently.

Learn about The Say-Do Gap™ and how a brand’s disconnect between their belief and actions can lead to dire consequences. Explore strategies for bridging the gap, including authenticity, internal alignment, consistency in messaging, employee empowerment, and collaborations. Enhance trust and credibility by aligning values with tangible actions.

Brands have been building their customer experience (CX) backwards — perfecting operation mechanics first and retrofitting the brand second, like a cosmetic fix. Companies with the strongest brand loyalty have found a synergy between providing high quality products and delighting consumers through unforgettable customer experience (CX). As summarized by Annette Franz, founder and CEO of CX...