Q&A with Katie Smetherman Holmes – Harnessing Emotional Intelligence in Brand Strategy
- Brainz Magazine
- May 27
- 4 min read
At Brainz Magazine, we’re always seeking out voices that lead with heart, clarity, and purpose, like our Executive Contributor, Katie Smeherman Holmes. As the CEO and Master Brand Strategist of Brand Studio Creative, Katie brings over a decade of experience in helping entrepreneurs build brands that don’t just look premium but feel deeply aligned. Katie is known for her emotionally intelligent approach to branding, guiding founders toward clarity, purpose, and connection, crafting identities that build trust and create lasting impact. In this exclusive Q&A, she shares why emotional intelligence isn’t just a “nice-to-have” but a strategic powerhouse that can transform how brands show up, communicate, and thrive in today’s digital-first world.
Katie, how do you define emotional intelligence in the context of brand strategy?
To me, emotional intelligence in brand strategy means being deeply aware of how your brand makes people feel, not just what it sells. It’s about being intentional with every touchpoint and truly considering the emotional journey of your audience. When we talk about values like empathy, compassion, or authenticity, emotional intelligence is the thread that weaves them into your brand experience. It’s not just a buzzword. It’s a strategy rooted in understanding people as humans first: what excites them, what worries them, and what makes them feel seen. That’s what creates loyalty beyond logic. And as a brand strategist, it’s my job to help clients see that emotional alignment isn’t a soft skill, but a smart one.
Why is emotional intelligence important for modern brands?
Because people buy with their emotions and justify with logic, today’s consumers are savvy. They can tell when a brand is being performative or saying something just because it’s trending. Emotional intelligence helps brands cut through the noise and genuinely connect. When you understand your ideal client’s pain points, desires, and dreams, you can speak directly to them in a way that feels natural, not “salesy”. It’s about showing people you understand them on a human level. I believe that most magnetic brands don’t just sell products or services, they offer a feeling, a transformation, and a sense of belonging.
Can you share an example of emotional intelligence applied in branding?
Absolutely! Emotional intelligence shows up in branding when companies tap into empathy, connection, and storytelling that reflect real human experiences. One playful example is Johnny Cupcakes. They’ve built an entire brand identity around the unexpected, positioning a t-shirt company as a bakery. From frosting-scented packaging to retro-bakery store design and their founder’s whimsical storytelling, every detail taps into nostalgia, humor, and joy. You can even enter the store through a giant oven entrance, and you will find t-shirts in the refrigerator!
Another great example is Canva. Melanie Perkins, the CEO, rooted the brand in accessibility and empowerment from day one. Their mission is “to empower the world to design”, which isn’t just a tagline, it’s a value-driven promise. By making design tools approachable, user-friendly, and inclusive, Canva speaks to creators of all skill levels. That emotional intelligence, understanding what people need and removing barriers, has been a major reason for their global success.
These brands remind us that leading with heart and human insight isn’t just meaningful. It’s incredibly important!
How can brands develop their emotional intelligence?
Start by listening, really listening. That means reading between the lines of customer feedback, watching how your audience responds to your content, and being willing to evolve. Emotionally intelligent brands are never set-it-and-forget-it. They ask, “How do we make people feel?” and “What can we do better?” It’s also about self-awareness: are your brand decisions being made from a place of alignment, or fear and comparison? Developing EI means checking in often with yourself, your team, and your clients. It’s not something you master overnight, but every intentional move counts.
What role does emotional intelligence play in brand storytelling?
It's everything. Storytelling is how brands create trust, and emotional intelligence is how we make that storytelling stick. Think about your favorite brands: chances are, they don’t just talk about features or pricing. They share values, experiences, and transformations. When I guide clients through brand strategy, I always focus on uncovering those deeper emotional layers: What story are you telling? Whose voice is missing? Where can you be more human? The best stories aren’t perfectly scripted, they’re honest, vulnerable, and purpose-driven. That’s what people remember. That is what builds connections.
For someone just starting out, what’s the first step to bringing emotional intelligence into their brand?
Start with self-awareness. Always. Emotional intelligence in branding begins with understanding who you are before connecting with anyone else. Ask yourself: What values guide my business? What kind of emotional experience do I want my audience to have when they interact with my brand? Once you’re clear on your own identity, it becomes so much easier to communicate with intention, respond with empathy, and create a brand presence that feels human, not just polished. You don't need all the answers right away, but you do need the willingness to tune in and lead with honesty and heart.
How can solopreneurs or small businesses practice emotional intelligence if they don’t have a full brand team?
The beautiful thing about emotional intelligence is that it doesn’t require a big team; it requires mindfulness. Listen closely to your audience. What are they saying in your DMs, comments, or emails? Where are they stuck, and how can your brand be a solution and support? Being responsive, staying consistent with your tone, and making decisions based on shared values rather than trends, that’s emotional intelligence at work. It’s not about being perfect. It’s about being present and willing to connect on a deeper level.
Any final thoughts on integrating emotional intelligence into brand strategy?
I believe that emotional intelligence should never be an afterthought; it should be the heartbeat of your brand. When you build your business around empathy, purpose, and emotional clarity, everything flows more easily: your offers, voice, and design choices. I believe the most impactful brands are the ones that lead with purpose and aren’t afraid to show up with heart. If you want to build something that lasts, start by asking yourself: “How can I serve in a way that feels true to me and transformational for them?” That’s where the magic happens!
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