Greg Kihlström - House of the Customer: A Blueprint for 1:1 Customer-First, Employee-Driven Business Transformation

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.

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:

• Greg’s site 
• Greg’s book - House of the Customer: A blueprint for one-to-one, customer-first, employee-driven business transformation