Stickology: How to Build Unbreakable Connections with Employees and Customers for Life

"This is a blueprint for CEOs, CCOs, and anyone in leadership or management to crack the code of organizational performance. Truly a must read and incredibly relevant to the times we live in." - Gary Grates, Globally recognized authority on organizational communications and change management

"Stickology offers practical, case-based models on how brands successfully align values, culture, and strategy to engage employees and customers in lasting, meaningful ways. I highly recommend this book to anyone tasked with stewarding a brand and the people who deliver on that promise." - Tom Reno, Chief Operating and Financial Officer, New York Public Radio

"I thoroughly enjoyed Stickology and couldn't agree more that engagement is a vital, measurable driver of performance, and a critical factor in building a loyal, enthusiastic, and enduring client base." - Jared DiPalma, Chief Financial Officer, Dow Jones

"Stickology offers a smart, balanced look at what truly drives lasting engagement-from both the employee and customer perspective. The customer experience will never exceed the employee experience-and this book brings that truth to life." - Rob Lauber, Former Chief Learning Officer, McDonald's

Businesses lose trillions annually to employee and customer disengagement as loyalty erodes industry-wide. The old models are failing, and the gap between connection and commitment is widening. Stephen Baer, studying this "engagement deficit," asks: What universal characteristics allow elite organizations to build lasting relationships? Using a new framework, he reveals the secrets of companies that master "forever engagement." These organizations forge powerful emotional connections that sustain loyalty through crises and threats. This book provides a clear roadmap for unparalleled employee productivity and lifelong customer advocacy.

What readers will take away:

Purpose-Driven Decision-Making

How to move beyond a mission statement and integrate purpose into daily operational decisions. The "Purpose-Alignment Audit" provides a practical framework for analyzing how well your decisions reflect your stated values.

Community Building

How to build a community as a core part of your business model, not just a bonus. The "Community Connection Inventory" helps you map your community ecosystem and identify opportunities to foster a sense of belonging among customers and employees.

Friction and Experience Design

How to distinguish between "good" friction and "bad" friction in a customer journey. The "Meaningful Friction Audit" teaches you how to find the right balance between convenience and connection, transforming transactional experiences into memorable ones.

Systematic Recognition

How to move beyond periodic gestures and build a systematic recognition culture. The "Recognition Architecture Audit" helps you identify gaps in your current recognition practices and ensure all contributions are seen and valued.

Organizational Adaptation

How to help your organization evolve with changing markets and user needs. The "Adaptive Infrastructure Assessment" guides you in analyzing how your organization handles challenges and turns them into opportunities for meaningful evolution.