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: 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