It's difficult, if not impossible, to build loyalty around a subpar product. In order to captivate customers, the brand/product/company must be remarkable in the most literal sense. That is, there must be something about it that is worth remarking on.
People are more likely to be loyal to people than inanimate brands. And if you can make that personal, emotional connection happen between people, that's something a product alone can't do.
Very few people or companies can clearly articulate Why they do What they do. By Why, I mean, what is your purpose, cause, or belief? Why does your company exist? Why do you get out of bed every morning? And Why should anyone care? Inspiring leaders and companies think, act, and communicate from the inside out. They start with their Why.
Are your processes designed to optimize your people to maximize your profits? You will do your organization a great service to think long and hard about that question.
Attention matters - and in an era in which our attention is being fought for by every new app, website, article, book, tweet, and post, its value has only gone up. Attention is a habit, and by letting your attention slip and wander bad habits are developed and mistakes are made. Your attention is one of your most critical resources. Don't squander it!