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   Love as a business strategy
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   Why customers and employees need to be seen
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              Monday, May 18, 2026
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              Love is the most reliable path to customer and employee loyalty
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              Today's business leaders have to satisfy demanding customers and employees who drift. 
A Harvard Business Review analysis confirms just how quickly customers are willing to drop brands that don't meet their expectations. Without immediate fulfillment, effortless returns, or perfectly tailored products, companies, in customers' eyes, offer nothing at all. Then there's the global decline of employee engagement, which dropped to 20% in 2025, according to Gallup.
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              The traditional playbook — to react to problems and mitigate dissatisfaction — is insufficient in 
this hyper-competitive era filled with choice. Leaders must now confront a strategic imperative: how to forge profound, resilient connections that transcend mere transactional satisfaction and foster genuine advocacy.
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              This intentional cultivation of "experience intelligence," as New York Times best-selling author and researcher Marcus Buckingham describes it, does not come from problem-solving. It draws on love. Passive buyers and workers can become passionate advocates if
they feel connected to the products they receive and the environment they have.
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                  SPONSORED
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                   Orlando is where inspiration goes to work.
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                   Orlando provides an abundance of unforgettable experiences from amazing year-long weather, award-winning dining, a diverse local community, elevated accommodations, shopping and world-class entertainment.
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              This approach is at odds with today's deficit model, which leaders use to identify and rectify pain points to try and meet desired outcomes. While reactive behavior may eliminate a negative, it cannot create a positive emotional connection on its own. "Experience intelligence" is about engineering the specific triggers that 
generate enthusiasm among employees and customers. Satisfaction surveys and generic feedback mechanisms are not only insufficient but potentially counterproductive. They create a feedback loop that encourages a company to simply identify weaknesses and respond to customers' demands.
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              Data from Harvard's Division of Continuing Education indicates that the experience a company provides is as critical as its products or services, with 80% of customers saying an emotional 
connection with a brand is as important as product functionality. Exceptional experiences come only after proactive and deliberate attempts to produce emotional moments.
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              Klaus Vedfelt / Getty Images
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              In a business context, love is less about sentimentality and more about deep, active advocacy and sustained commitment. Bonds manifest as fierce loyalty, active recommendations, and forgiveness, much in the way Patagonia's dedicated customer base chooses the company for its values. For employees, buy-in translates to 
discretionary effort, pride in their work, and internal support for their organization, much in the way a software team pulls all-nighters out of sheer enthusiasm for the mission.
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              <br/>
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              Deep human insight can unlock the power of "experience intelligence." Leverage ethnographic research techniques to uncover unspoken needs, or create "delight" budgets that empower frontline teams to go off-script. Instead of addressing complaints, identify and amplify ways to inspire affection 
within the organization and among the most devoted customers. Instead of surveying for weaknesses, observe and codify the drivers of exceptional moments the company has already produced. Consider implementing positive deviance research that studies the most engaged employees and loyal customers, and understand what drives their profound connection. Conduct journey sprints that focus on mapping and enhancing peak experiences, not just pain points.
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