To create brand love and loyalty the user experience must create an emotional connection and a sensory engagement with each customer. Simply said, the relationship between the physical attributes of a product and the sensory perception of a human is the space in which brands create an emotional connection with a consumer.
People buy a brand, secure in the knowledge they like how they look or how they feel or how they fit in the product; like a dress or a car or a couch or a digital experience.
The user experience is the conduit. Successful user experiences scale brand love and loyalty through systematic analysis of the brand’s sensory attributes, the intangibles that inspire emotion, context, and desire on behalf of the intended consumer. Successful brands leverage mobile, customer-centric technologies resulting in personalized and lightning-fast successful customer experiences within their brand.