Great article and couldn’t agree more. I always preach this approach by saying: “hearts & heads”.
Create something lovable and endearing and people will love it back and gravitate to it. Conversely, create something logical and cold and people have no qualms abandoning it for the next shiny object.
And when a person loves something, they have patience for the evolution of that product, encourage it’s growth, and even make excuses for it’s short-comings.
Creating a loveable product is as important as creating a useable one.