Satisfaction, while important, has become a “cost of entry,” as differences in product and service quality are generally minimal across competing companies.   Customer Satisfaction has reached its plateau, and companies are searching for a new pathway to higher levels of loyalty, cross-sell and advocacy.

Marketers have long sensed that “emotion” is a principal motivator of customer behavior.  Emotion has existed in advertising for years.  Yet, consistently building and achieving Emotional Connection across the “customer experience” - including diverse marketing tactics and other touch points like the product, call center, transactional web site and retail channel - have proven extremely difficult for all but a few iconic brands.

A lack of actionable, easy-to-apply, and on-demand intelligence about Emotional Connection has proven to be a key obstacle.  There have been no widely-accepted Emotional Connection benchmarks or objective key performance indicators that are predictive of customer loyalty.  When it comes to Emotional Connection, companies have not known where they stand or how they are performing.  Intelligence on “customer emotion” has not been available on-demand at the pace of 21st century business.  Emotional Connection has not been measured and delivered across the customer experience to ensure alignment between “promises made” and “promises kept.”  Companies have not been able to identify and target Emotionally Connected customers who would likely buy more and pay more.

Brand Informatics’ mission is to provide intelligence which enables companies to benchmark and advance Emotional Connection with their customers.  Through pioneering innovations, we deliver a new generation of intelligence products that make Emotional Connection tangible and actionable for business.