Design Love In
How to Unleash the Most Powerful Force in Business
Book •
Marcus Buckingham argues that love is the most predictive emotion for driving employee engagement and customer loyalty and provides a practical framework to design experiences that create it.
He introduces the concept of experience intelligence and a five-step emotional blueprint—control, harmony, significance, warmth of others, and growth—to move people from satisfaction to advocacy.
The book shows leaders how to treat customers and employees as whole humans, designing coherent, multi-touchpoint experiences rather than isolated processes.
Buckingham connects research on extreme positive outcomes to actionable strategies leaders can apply across onboarding, service, and organizational design.
Ultimately, the book positions intentionally designed love as both a moral and strategic advantage for sustainable business growth.
He introduces the concept of experience intelligence and a five-step emotional blueprint—control, harmony, significance, warmth of others, and growth—to move people from satisfaction to advocacy.
The book shows leaders how to treat customers and employees as whole humans, designing coherent, multi-touchpoint experiences rather than isolated processes.
Buckingham connects research on extreme positive outcomes to actionable strategies leaders can apply across onboarding, service, and organizational design.
Ultimately, the book positions intentionally designed love as both a moral and strategic advantage for sustainable business growth.
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John Jantsch
Build a Business People Can't Imagine Losing
