As Brand Experience Engineers, we understand the importance of basing strategies on clear insight and measurement. For years, we used many of the traditional measurement tools such as brand tracking, CSAT and NPS. However, we constantly found it frustrating that no overall measurement existed for brand experience.

We knew that understanding this would help us identify moments across the entire customer journey where it’s most important for a brand to exceed customer expectations. That’s why we developed the Brand Experience Index (BXi), to fill this gap. It finally gives us an overall measurement for brand experience, something that has been to date virtually impossible to extract.

This publication gives you some examples of the insight and measurement this tool delivers, allowing brands to create even more robust brand strategies for this fast-changing world. It shows the real impact of brand thinking in creating genuinely distinct experiences that boost acquisition and drive loyalty.

What do we mean by brand experience?

A brand is the total of all touchpoints that customers interact with. Based on our work across hundreds of projects, we’ve identified five facets, based on fundamental human motivations, that shape the overall experience: Think, Sense, Feel, Do and Connect. Measured and analysed together, they form a brand’s BXi score.

To download the 2018 report, email