To Gain Customer—and Employee—Loyalty, Go Beyond Good Enough
4/14/202630 min
Companies that spend their energy on incremental improvements to products, services, and even employee experience might just be spinning their wheels. Author Marcus Buckingham argues that data show that the only way to truly make an impact on performance is to make sure customers don't just like - but love - whatever you are selling them. He shares why extreme positive experiences are so important, companies that are getting it right, and how even the most basic products can inspire love and connection--with the right strategy. Buckingham is author of the HBR article "What Companies Can Learn from Their Biggest Fans" and the book Design Love In: How to Unleash the Most Powerful Force in Business.
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First 90 secondsAdi Ignatius· Host0:00
Lattice is the first comprehensive HR platform where people and AI succeed together. Stop settling for HR tools that hold your company back. Build a future where technology doesn't replace people, but actually elevates them. Ready to see the power of people plus AI? Visit lattice.com/noregrets. That's L-A-T-T-I-C-E dot com slash noregrets. [upbeat music] On May twentieth, join me at HBR's Annual Leadership Summit with master classes, interviews with the CEOs of AT&T and Mattel, and an interactive case discussion led by Harvard Business School professor Karim Lakhani. For twenty-five percent off, be sure to grab your early bird ticket by April fourteenth. To learn more, go to hbr.org/leadershipsummit. See you there. [upbeat music] I'm Adi Ignatius.
Alison Beard· Host1:05
I'm Alison Beard, and this is the HBR Idea Cast.
Adi Ignatius· Host1:08
[upbeat music] So, Alison, today's conversation is about customers. We all know it is not enough simply to sell a product. We need something more. We need to delight our customers. We wanna create a habit. We wanna build a relationship. You basically