If You Want to Lead in Business, the Customer Comes First

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:

• What are the factors that are driving businesses' need to transform to be more customer-centric?
• Are there goals that every business should be aspiring to achieve in order to remain competitive?
• What is a "house of the customer" and why is it helpful to think of building the customer experience this way?
• How do brands stay competitive in a world where both 1:1 personalized experiences and increased consumer data privacy must co-exist?
• How brands that lead the way in personalized customer experiences behave as opposed to laggards?
• What is the role of leadership in a customer-first, employee-driven brand?
• And much, much more!