From Velcro to glue: Designing workplace connections that stick with Stephen Baer

Episode web page: https://bit.ly/3Odmj7r Epsiode description In this episode of Insights Unlocked, Nathan Isaacs sits down with Stephen Baer, author of Stickology: How to Build Unbreakable Connections with Employees and Customers for Life, to explore why engagement is the true engine behind business performance—not just a feel-good initiative. Drawing on more than 30 years of experience across gaming, corporate leadership, and behavioral science, Stephen introduces a powerful framework for understanding connection in organizations: “Velcro vs. glue.” He explains why most companies rely on fast, surface-level engagement that fails under pressure—and what it takes to build deeper, more resilient relationships with both employees and customers. Stephen also unpacks the critical link between employee experience and customer experience, sharing why disengagement shows up long before metrics drop—and how leaders can spot early warning signs. From designing for belonging in product and UX to embedding purpose into everyday decisions, this conversation offers a practical roadmap for creating organizations that truly “stick.” Along the way, Nathan and Stephen discuss the role of leadership, the importance of coaching over managing, and why not all friction is bad—highlighting how thoughtful, human-centered moments can actually strengthen trust and loyalty. You'll learn: Why engagement is a business strategy, not an HR initiative How employee experience directly impacts customer experience The difference between “Velcro” and “glue” organizations Early warning signs of employee and customer disengagement How to design for belonging in products and experiences What “good friction” is—and why it builds trust How to turn purpose into everyday operational decisions A practical 30-60-90 day approach to improving engagement Episode links Stephen Baer's website (https://stephenbaer.com/#home-section Stickology book (https://www.amazon.com/Stickology-Unbreakable-Connections-Employees-Customers/dp/9699592532) Stephen Baer on LinkedIn (https://www.linkedin.com/in/stephenbaer/ Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast