FOODSERVICE BRANDS & EMOTIONAL CONNECTION STUDY In the Foodservice industry, loyalty can be won or lost in a heartbeat, and being “recognizable” isn’t enough to keep it. Our Think Blink Foodservice & Emotional Connection study shows a striking divide. While 43% of consumers can easily spot their favorite food brands from a distance, only one […]
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Jean‑Pierre Lacroix, President of SLD, speaks at The Financial Brand Forum, revealing how the $124 trillion Great Wealth Transfer is fundamentally reshaping the physical branch. Drawing on insights from his latest Future of Wealth Study, Lacroix explores the reality that while banking is increasingly digital, a deep-seated emotional connection remains the ultimate driver of next-gen loyalty. By
Financial Brand Forum 2026 Read More »
The Inheritance Imperative: How Branch Design Captures Loyalty in The Great Wealth Transfer A $124 trillion wealth transfer is reshaping the future of wealth management. Based on a dual-market study of 1,600 investors and 750 bankers across Canada and the United States. Our latest report, The Inheritance Imperative, explores how emotion, experience, and physical space
CPG BRANDS & EMOTIONAL CONNECTION STUDY In a market where consumers make decisions “in the blink of an eye,” many CPG brands perform well on getting noticed, with 61% of consumers reporting that their favorite brands are easy to find. However, the Think Blink CPG Brands & Emotional Connection Study reveals that consumers and brands
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The Teller Paradox: Speed Versus Privacy in Bank Teller Modernization This study analyzes insights from more than 850 North American consumers and 500 banking leaders across the U.S. and Canada to examine the growing tension between branch automation and human connection. It reveals that customer loyalty is driven less by speed and efficiency, and more
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2026 brings a new set of pressures and expectations as global tensions, economic strain, and rapid technological shifts reshape how consumers interact with brands. In this atmosphere of rapid change, relevance comes from understanding the tensions people are navigating and designing experiences that bring confidence and clarity. In our 2026 Trends Report, we explore six
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The Brand Promise Think Blink Gap: A Comprehensive Analysis of Restaurant Chain Performance in the Fast Casual and QSR Landscape This joint study by SLD and The Customer Obsession Advantage analyzes 2,000 customer reviews across 18 major restaurant chains. It reveals that customer loyalty hinges on four key drivers and shows how the ThinkBlink framework
The healthcare industry is undergoing massive changes, from the introduction of robotics capable of intricate procedures to AI bringing deeper insights into diagnostic tools. However, with all of these new technologies comes a heightened risk of patient and staff anxieties silently impacting their health and wellness. The facts speak for themselves, with nearly 4 in
How to meet patients’ emotional needs in healthcare Read More »
While digital banking continues to reshape the industry, physical branches remain a vital part of the customer journey, especially when it comes to life’s bigger financial decisions. Their enduring relevance highlights the value of human connection in a world of automated transactions. Today’s most forward-thinking banks are transforming their branches into relationship-driven spaces, blending intuitive
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Community banks have long been trusted for their personalized service and deep community roots. However, as technology reshapes consumer expectations and larger institutions dominate the digital and marketing landscape, community banks face increasing challenges in maintaining relevance. SLD conducted a consumer study to uncover perceptions of community banking, identify unmet needs, and reveal strategies that
The Future of Community Banking: Banker’s Perspective on Community Banking Read More »
The definition of community is shifting, and with it, the role of financial institutions in fostering trust, engagement, and long-term loyalty. Traditionally, community banks thrived on their physical presence, local involvement, and personalized services. However, changing consumer behaviors, the rise of digital banking, and the increasing importance of social media have blurred the boundaries of
Concerns about theft in retail have been mounting since the pandemic. What’s behind the shifting dynamics of shrink and how can brands address it? Design is only one element of loss prevention, but it’s a key component. Before we get into how design can help, let’s take a look at how theft in retail stores
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Community banks, once the backbone of the U.S. financial sector, are facing an existential crisis. More than 3,800 institutions have disappeared since 2004 due to industry consolidation, digital disruption, and changing consumer expectations. With competition from national banks, credit unions, and online-only financial institutions intensifying, community banks must rethink their role and redefine what it
The Future of Community Banking: Consumer’s Perspectives on Saving Community Banking Read More »
The casual dining and fast casual restaurant industries have faced significant challenges, with many well-known brands struggling or closing locations. Reports highlight an industry in decline, citing closures and bankruptcies of chains such as Red Lobster, TGI Fridays, and Denny’s. However, not all chains are experiencing downturns—brands like Chick-fil-A, Texas Roadhouse, and Outback Steakhouse continue
The State of Casual Dining and Fast Casual Chains: Customer Loyalty and Brand Promise Read More »
The Decline of Customer Service According to Forrester’s CI Index, customer service is the worst it’s been since they first started collecting data in 2016. Other reports from Cavell, Customer Contact Week Digital and the National Rage Survey confirm the findings: around half of consumers feel service has gotten worse in the past few years.
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In this captivating episode, venture into the realm of personal growth and professional development with host Stacey Chillemi and guest Jean-Pierre Lacroix from SLD Inc. Explore the art of making profound shifts in both personal and professional life, unveiling invaluable strategies and practical tips that will empower and inspire you to confidently maneuver life’s twists
Want a Life of Freedom? Here’s the Big Shift You Need! Read More »
The State of Open Banking As we enter the next decade, Open Banking will accelerate from the regulatory to the implementation stages in North America. Look no further than Europe for positive clues of the impact on consumer banking with now more than 63 million Open Banking users led by the UK, followed by Germany,
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“Predicting the future” is not as daunting as it might sound. If you’re paying attention, the future is already here. For the past ten years, we’ve shared potential future scenarios brands and marketers should note as they consider new initiatives. Many of these potential futures have become reality: for example, in 2018 we explored a
Think Ahead for 2025: What Undercurrents Beyond Trends Brands Need to Know Read More »
The road to 2025 is marked by shifting priorities and expectations. As consumers redefine their values in response to economic pressures and cultural changes, brands will need to prove their relevance by delivering meaningful, personalized experiences that go beyond traditional offerings. Our 2025 Trends Report explores four pivotal themes shaping the upcoming year: the increasing
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The Cash in the USA conference, held on October 22nd in Nashville, explored cash’s current and future role in retail banking. The conference was well attended, and presenters reflected the diversity of the industry sectors that manage cash within the banking industry. SLD shared insights on how cash and its management are no longer a
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