The purpose of this study is to uncover both strengths and opportunities in the XYZ Corporation customer experience. By comparing the XYZ Corporation experience via voice, chat, and social media, with the implied brand promise and expected experience of their target market, this study will pinpoint actionable areas XYZ Corporation can continue, do more of, or change in order to provide an experience more closely aligned to the brand promise, with the goal of attracting more clients and keeping them longer.