'Tis the Season of Brand Emotion. Are You Listening?

'Tis the Season of Brand Emotion. Are You Listening?: "How well does your brand truly understand consumer emotion? Equally important, how well do you understand the relationship between emotion and consumer-generated media (CGM)? It's a timely question, as the holiday season is in full bloom. 'Tis the season for consumer emotion, from exuberance and cheerfulness to frustration and cynicism. After all, we're usually juggling more balls than we can handle, racing to meet business and personal yearend goals while stressing over the challenges of reconnecting with family. We are less tolerant, have shorter fuses, and have impossibly high expectations around 'service.'"