Diana Ross and the Supremes had it right back in 1966:
You can’t hurry love
No, you just have to wait
She said love don’t come easy
Its a game of give and take
Customer engagement is the new marketing. Repeat customers and viral recommendations are based on love.
People love companies like Zappos and JetBlue because they keep the love going, dripping it even after the honeymoon of the initial ‘wow’ customer experience has worn off.
Customers return the love in the form of word of mouth recommendations and over time, everyone wins.