#83 Design Love In: Have we taken Love out of business?

What if we spend too much time in CX fixing what is broken?

In this episode of CX Leadership Talks, Nienke Bloem shares three insights from Marcus Buckingham’s book Design Love In and explores what they mean for Customer Experience leaders.

This is not just a book review. It is about what the book made her rethink about positive customer moments, purpose in business and the role CX leaders can play in bringing more Love into organizations.

In this episode, you’ll learn:

Why you should study the 5sWe are trained to analyze complaints, detractors and low scores. But what can we learn from the moments customers and employees truly love? And how can we create more of them?

Why purpose and emotion belong in business strategyBeyond targets, KPIs and ROI: what do you actually want customers and employees to experience because your organization exists?

Why love is a CX leadership topicCX leaders can bring this conversation into the organization through stories, leadership conversations, book clubs or even a small secret movement.

Timestamped overview:

00:00 Importance of purpose in business06:30 Focusing on positive customer moments10:24 Adding emotion to business strategy12:31 Personal motivations for pilgrimage17:48 Advocating CX within organizations19:56 Organizing a company book club23:22 Gratitude for book recommendations

Extra information:

The book discussed in this episode is Design Love In: How to Unleash the Most Powerful Force in Business by Marcus Buckingham.

Your challenge after listening: find one 5 in your organization. A moment customers or employees genuinely love. Study why it works — and see what you can make bigger.