- Seventy-nine percent of companies surveyed by IBM reported marketing and promoting products without clearly understanding of customer expectations
- Most consumers reported that a sense of dignity and empathy were more important than encountering friendly and informed employees.
- While only 17 percent of business leaders said they consider emotional factors when making consumer-related decisions.
- 74 percent of business leaders focus on efficiency and speed rather than understanding consumer values.
- Companies also use inspiration and emotion for branding but often fail to deliver on those promises when interacting with customers.