80% of Buying Is Emotional — Here's How to Actually Measure It and Build a Community Around It

The Advisor with Stacey Chillemi · Sep 16, 2025 · 22m

You know your customers are making emotional decisions. You just do not know how to measure those emotions or use that data to build something that keeps them coming back beyond the next discount. Jean-Pierre Lacroix has spent his career turning the most intangible parts of brand experience — the feeling of belonging, the moment trust breaks and gets repaired, the difference between a transaction and a relationship — into measurable and designable outcomes. What he shares about the specific metrics and sentiment tools that track emotional connection, how to deploy service recovery that…