I want to know who you love. I'm asking because love for a brand is actually a very hard thing to measure. At Forrester we've spent nearly a year trying to understand the emotional components of branding. Our colleagues in the customer experience (CX) team have years worth of data showing that emotion is the single most powerful driver of satisfaction with an experience. Designing to emotion, then, is a crucial method for success and my colleagues are all over it.
On the brand side, marketers certainly agree that emotion matters. They have always believed that emotion matters. They just don't agree on how it matters. Or better said they don't have clarity on what emotion really is and so it becomes more difficult to pin down how that emotion applies to their brands -- is brand emotion different from CX-derived emotion? Do they relate to each other, act as influences on each other? It's hard to say for sure when your mental model of how emotion works is inadequate to the task of addressing the fast-moving emotions of today's empowered consumer.Read more [from http://ift.tt/2leQDNn]