I run my own small business and have done so for the past 8 years so I was very interested to see what this book was about and whether I could pick up any actionable tips on how to better engage with and serve my clients.
Lovability did have some interesting and thought provoking ideas, especially the concept of bringing the emotion of 'love' into the performance metrics of a business. It's not something that you would normally associate with running a business but I can certainly see the benefits of keeping it in mind when engaging with customers and catering to their needs and wants.
Unfortunately this book was very repetitive in some places and I think it could almost have been cut down by almost a third if a lot of the repetition was taken out. Some sections also felt very generic and were points that could be found in practically every other business book out there.
Also, some parts could have been explained in a lot more detail to really show the point being made and to assist the reader with implementation in their own business.
Overall though, this book does give a good basic framework to follow around offering a complete customer experience and in making sure you deliver real value and it may be useful if you're after a new way to measure and view your business other than just from a financial perspective.

The lovability concept is one that should be applied by all companies, by all means. A complete product experience is what really makes the customer come back and at the same time develops a business based on trust and happiness for all parties involved. The book itself may seem a bit repetitive at times, nevertheless the basic concepts and framework should be considered and applied nowadays.

Many thanks to Netgalley and the publisher for providing this ARC in exchange for an honest review.

We are living in a very future-oriented world, where technology seems to be the ticket to success, but the ways to make success happens are sometimes the old, classical human ones. Lovability proves that what it matters at the end of the day is the focus on human emotions and the bridge that shall be made between a brand and its customers. It applies to almost every kind of company, from the cloud-data operators to retail shops. It requires a bigger amount of dedication and time, much more than when it comes to learning how to use various apps and technical innovations, but it definitely has a transformative power. What I've found interesting in this approach was the long-term vision, which embraces not only the strict business targets, but can have tremendous effects on the employees and customers as well.
A book recommended to any small or big business owner or entrepreneur, looking forward to see more than a change of the bank account situation.