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 toTrack emotional signals with metrics, analytics, and sentiment toolsSpot friction points and deploy service-recovery that rebuilds trustMove from “transactions” to belonging with community-first designUse personas + psychographics (not just demographics) to hit the heartBlend AI + human insight for personalization that feels seenMeasure what matters: connection, advocacy, and lifetime valueExplore JP’s work and the ThinkBlink manifesto:• Website: https://www.sld.com• LinkedIn: https://www.linkedin.com/in/jeanpierrelacroix/• Book: ThinkBlink Manifesto (Amazon Kindle): https://www.amazon.com/s?k=ThinkBlink+Manifesto+Jean-Pierre+Lacroix

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