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Customer-centric companies are 60% more profitable than companies that aren’t, with customer experience being one of the leading factors in differentiating competing industries today. Additionally, 87% of leaders agree that prioritizing employee happiness provides a competitive advantage. But between the need to provide customers with a more personalized shopping experience and the seemingly contradictory concerns about data privacy, brands are faced with a dilemma: how to satisfy buyers, engage employees, and be economically sustainable.
In House of the Customer, Greg Kihlström furnishes a blueprint for building a customer-first, employee-driven enterprise based on seven key elements to create a “house” that aligns people, processes, and platforms in a customer-centric manner. He explores everything from strategic objectives; methods used to understand, listen to, and serve customers; measurable business outcomes; business culture; and the customer relationships we need to achieve sustainable growth.
Tune in and hear Greg's answers to questions such as: