- Cynthia Holcomb
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 visual perception of a human is the space in which UX operates to define and create an emotional connection.
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 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 lightening fast successful customer experiences within their brand.