If 80% of buying is emotional, how are you measuring it—and turning customers into a community that stays? In this episode, host Lisa Urbanski sits down with Jean-Pierre Lacroix (author of ThinkBlink) to unpack Tenet 5 (Measure Emotional Connection) and Tenet 6 (Design for Belonging). We dig into practical ways brands can quantify feelings, repair trust fast, and craft community experiences that drive loyalty—online and in-store.You’ll learn how to
Track emotional signals with metrics, analytics, and sentiment tools
Spot friction points and deploy service-recovery that rebuilds trust
Move from “transactions” to belonging with community-first design
Use personas + psychographics (not just demographics) to hit the heart
Blend AI + human insight for personalization that feels seen
Measure what matters: connection, advocacy, and lifetime value
Explore JP’s work and the ThinkBlink manifesto:
Website: www.sld.com
LinkedIn: www.linkedin.com/in/jeanpierrelacroix/
Book: ThinkBlink Manifesto (Amazon Kindle)
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