Umair Haque—Your Digital Strategy Shouldn’t Be About Attention (HBR):

The real question — the one that counts for leaders and institutions today—isn’t “How loyal can we compel, seduce, or trick our customers into being?” It’s: “How loyal are we to our customers? Do we truly care about them?” Not just as targets consumers, or fans. But as people. Human beings. What every institution needs—and what every leader needs to develop—before a “digital strategy” is a human strategy.