釋放最強大商業力量的究極心法

一切都是體驗，如果沒有愛，再有效率也沒有意義。
Everything is an experience. Without love built into it, efficiency alone carries no meaning.

別再試圖管理員工、控制行為或追求槓桿最大化，你應該做的是：

■ 設計顧客絕對喜愛，並且想要一再重溫的體驗。

■ 與你的團隊合作，穩定且持續地提供這些體驗。

■ 精心設計你的產品和服務，讓顧客不只是喜歡，更要愛上它們。

當顧客體驗達到讓人喜愛的程度，一切都會改變。員工會更投入，顧客會更忠誠，績效也會跟著倍增。真正的領導力不是管理員工，而是設計及交付卓越的體驗。

「我們已經不再談論愛，不再為愛設計、為愛衡量、為愛堅持。我們以利潤、效率、規模、安全和『最低可行』之名，將自己從這個世界最強大的力量中掙脫出去，代價是失去某些可能再也無法挽回的東西。這本書是我喚回記憶的嘗試，我想向大家證明，職場上的愛不是感性的，它是有結構的、有策略的、有力量的；它是唯一的出路。」
──馬克斯．巴金漢

Stop trying to manage people, control behavior, or optimizing for leverage. Instead:

■ Design experiences customers absolutely love and want to show up for again and again.

■ Work with your people to deliver those experiences consistently and sustainably.

■ Design your products and services so well customers don't just like them, they love them.

When customer experiences reach the level where people love them, everything changes. Effort increases, loyalty deepens, and performance compounds. True leadership is not about managing people, it's about designing and delivering great experiences.

"We've stoSubTexted talking about love. We've stoSubTexted designing for it, measuring for it, standing for it. We've unchained ourselves from the most powerful force in the world. We've done it in the name of margin, of efficiency, of scale, of safety, of 'minimum viable.' And it's costing us something we may never be able to get back. This book is my attempt to remember. To make the case for us all that love at work isn't sentimental. It is structural, and strategic, and powerful. It's the only way up."
– Marcus Buckingham