To Gain Customer—and Employee—Loyalty, Go Beyond Good Enough artwork
HBR IdeaCast

To Gain Customer—and Employee—Loyalty, Go Beyond Good Enough

Apr 14, 2026 · 29 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…