The LIVE 8 is All About Purposeful Action

BASELINE REPORT

These exemplary brands lead the way for modern commerce beyond the confines of their own industry.


They are created through an unwavering focus on the quality and cultural relevance of their audiences’ experience. This results in deepened relationships with employees, customers, supporters and other key stakeholders.

THE LIVE 8

Experience Design Principles that Create ExperienceBuilt™ Brands

Audiences Delight in Doing Business with ExperienceBuilt™ Brands

People rate these brands as “highly enjoyable to do business with” – something they look forward to versus something they avoid. Our research led us to develop 8 Experience Design Principles that encompass the hallmarks of brands that exemplify ExperienceBuilt™. Brands that excel at these principles are market leaders who define their purpose, take care of employees first and conduct business in a transparent, agile way. 

BRAND
INDEX

Is doing business with your brand something to avoid or something to look forward to? 

 

In February 2020 we asked 2,492 people across the country how they described their interactions with 70+ brands. 

 

Brands that top the ExperienceBuilt Brand Index are shining examples of organizations built with the end user and their employees at the core. They have removed friction from the customer experience in a meaningful way, and many have led the way in showing the nation the way to navigate crisis response.

Consumers Look Forward to Doing Business With ExperienceBuilt™ Brands

Q3) Please indicate below which statement best describes how you feel about...? 

4pt anchored scale, “Enjoyable / something I look forward to” versus “Necessary / just something that I do or need to do”; T2B Enjoyable score shown as an index; Top Quartile of brands shown

Multichannel commerce is the norm, and expectations for the omnichannel experience you provide are set by best-in-commerce brands not the best within your own industry.

 

In the pandemic environment, forced digital transformation is happening everywhere. 

 

  • Companies are making channel shifts for commerce and for their workforce at unprecedented scale and speed. 

 

  • Consumers are increasingly choosing how they want to interact with organizations, not the other way around.

 

Industries not currently topping the index have a chance for reinvention. “Always-on” industries like Financial and Telecom in particular can apply the LIVE 8 to elevate relationships beyond transactional  expectations.

Q3) Please indicate below which statement best describes how you feel about...? 

4pt anchored scale, “Enjoyable / something I look forward to” versus “Necessary / just something that I do or need to do”; T2B Enjoyable score shown as an index

INDUSTRY INDEX

Your Competitive Set is Not Limited to Your Industry

ABOUT THE STUDY

The ExperienceBuilt™ Brand Index gathered data from past 12-month customers of brands.

 

Survey-takers rated the brands on overall measures like emotional response to brand experience, as well as attributes covering the 8 Experience Design Principles from MMR LIVE that define ExperienceBuilt organizations.

 

The baseline wave was fielded January 26, 2020, through February 17, 2020, with leading national, online survey panels. 

 

Survey execution and data analysis completed by MMR Research Associates.

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© 2020 by MMR LIVE, a division of MMR Research Associates, Inc.