In this week’s episode of the SIMPLE brand podcast, I talk with Greg Kihlström, author of House of the Customer: A blueprint for one-to-one, customer-first, employee-driven business transformation.
Greg’s a speaker, entrepreneur, and consultant to top companies on marketing technology, customer experience, and digital transformation initiatives.
He’s the host of the Agile Brand podcast.
And he’s a best-selling author of four customer experience books including House of the Customer.
Greg and I discuss:
- What customer-centric brands do that are different than all the others
- How customer expectations continue to rise
- Too many brands misunderstand what it means to create a customer-first approach
- Focusing on intrinsic and extrinsic values motivates employees to focus on the customer
- Agile principles help create an employee-driven culture
- The value of creating a culture of experimentation
- Greg’s 4 North Star goals that brands should have for a customer-first experience
- Where most brands get personalization wrong
- The 7 elements of Greg’s “House of the Customer” blueprint
- Greg’s take on who in an organization should own and govern the customer experience
RESOURCES FROM THIS EPISODE:
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