Experience Debt: Eroding brands through customer experience

Looks at the incurred set of costs, for customers and businesses, when a brand compromises on pleasure and usability, known as experience debt.

Winning in the era of brand experience

This article is part of a series of articles on winning in the era of brand experience. Read more.

“You merely adopted digital. I was born in it, moulded by it.” - Bane

Most services I use regularly have been created by companies that were ‘born digital’. The rest, I either use because I’m too lazy or price-sensitive to switch. 

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