Consumers expect their favorite brands to give them the experiences they desire. To build those experiences, you need to truly know who your customers are by gathering data and interpreting it in order to understand them, reach them, and deliver the kinds of experiences they’re looking for.
But this focus on data isn’t likely to give you the whole picture. If you want to complete the puzzle and overcome the challenge of providing customers with the best experiences, you need to connect with customers on a human level.
Essentially, to stand out from competitors, to truly personalize, to form genuine emotional connections and deliver the most powerful customer experiences, you need to “Lead with your heart.”