The role of emotion in brand equity: The way customers think about brands is essentially through a series of associations made up of feelings, sounds, images and understandings. Everyone of these will have an impact of how the brand is perceived, its equity and ultimately whether a purchase is made or not. As such, brand equity is built through eliciting positive emotional responses from customers. The goal of the business should be to shape brand associations so that positive associations come to mind easily and, in turn, predispose consumers to their brands.
If businesses can provide control and ease of engagement to customers, then this emotional need is largely met. If customers are able to contact the brand, however they want and get through immediately to have their needs met with minimal fuss, they will be happy and the brand's equity will increase accordingly