Why trust and emotional connection, not speed or automation, drive lasting loyalty — and how you can use humans and technology together to keep customers coming back.
The other day I idly opened TikTok to find a video of a young woman refinishing an old hollow-bodied electric guitar. It was a montage of close-up shots—looking over her shoulder as she sanded and scraped the wood, peeled away the frets, expertly patched the cracks with filler, and then spray-painted it a radiant purple.…