Uploaded May 2026 | Updated September 2026, 1 hour ago

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You don't need a complicated strategy or flashy product to build loyalty.

The real test comes down to just two questions: Are more customers loving your business tomorrow than today? Are more employees loving their work tomorrow than today?

Most companies don't know the answer because they're measuring engagement and satisfaction. What they should be measuring is emotional commitment—on both sides of the business.

Listen to the full IdeaCast episode here: https://s.hbr.org/4nbdg43