Marcus Buckingham Module 3: Designing Love In: Life Is Motion

Summary 

New York Times bestselling author Marcus Buckingham says that before you put a strategy built on “Love” in place, remember this: Life is motion, not balance. 

“Balance is stasis,” he says. “Health is motion.” 

Everything healthy in nature is moving through its various environments and getting the nourishment it needs to keep moving, Buckingham adds. The most successful, thriving person is moving through the different domains of their lives and getting the nourishment they need to keep moving.

Everything you do for your customers and employees is an experience that has “a before, a during and an after,” Buckingham says. Moreover, CEOs are experience makers. Whether you produce a product or service or work with a customer or employee, you’re creating an experience that people will move through and decide if it is beneficial or unrewarding.     

Every business is about experience choreography, he says, and every touchpoint matters. 

“How you recruit, how you onboard, how you do performance management with somebody, how you invite or advertise to customers, how you bill, how you invoice,” he adds. “Every touchpoint matters, which means we could design love in if we wanted to. We could design love into every touchpoint.”

Discussion questions

1. How deep is your understanding of your customers’ current experience from beginning to end? How often do you audit that?

2. How do you understand and adapt to the changing needs of customers?

3. What might you find if you consider love in the context of all phases of your customer journey? Employee experience?

4. Where could you design in more love for employees? What would be the result?

Related Resources

Marcus Buckingham on ‘Love + Work’ [Member Exclusive]

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