Think of your five best friends in this world. If you don’t have five add in Myspace Tom, he’s always happy to help. Are these relationships transactional or emotional? Do you remember the person or a favorite memory of that person?
Emotion plays a critical role in how we make friendships. And memory is the callback of those emotions. So why can’t we be friends with a brand and vice versa?
Recent events in air travel have put in to even greater perspective the importance for brands to create positive experiences.
