- House of the Customer
- Greg Kihlström
- ASIN : B0BPGQG6V6
- Publisher : Independently published (December 11, 2022)
- Language : English
- Hardcover : 302 pages
- ISBN-13 : 979-8359571289
- Item Weight : 1.28 pounds
- Dimensions : 6 x 0.95 x 9 inches
Greg Kihlström is a customer experience and marketing technology transformation consultant, author, and keynote speaker. He works with some of the world leading brands and shares insights on his podcast.
In his book "House of the Customer" he offers a comprehensive guide to navigating this complex landscape and has created a roadmap to a customer-centric, sustainable growth platform.
Greg Kihlström starts out discussing transformative effort and shows how leaving just one word out of a document can change the course of history. He goes on to mention it's reported that a portion of the population spends 5 hours a day online which is causing companies to see an increase in consumer and customer expectations. Thus, companies must adapt and improve as nowadays everyone wants the company to understand their needs and expectations.
Organizational structures are multilayered. The best bosses give clear instructions to the team while leading the company.
One of the questions pondered is how do you keep your customers loyal?
An intelligent response noted is you adopt agile practices and tailor things to suit the individual experience.
I paused for a while to read over the all-important Five PILLARS which are explained in detail in the book.
Pillar 1: Business Drivers
Pillar 2: Understanding the Customer
Pillar 3: Serving the Customer
Pillar 4: Listening to the Customer
Pillar 5: Business Outcomes
Greg moves on to discuss an egalitarian management structure where all employees share equal responsibility and power.
Most corporate structures have multiple people looking at practices and how they can have a positive impact on strategy, delivery, and results. I would be remiss to fail to mention how to assist when short-staffed and short on morale and successful ways for training and onboarding are explored as well as motivation and reward in the Customer-Centric Culture.
Greg leaves us with the fact that change will happen and it's how things and people work together that make the difference.
House of the Customer is Kihlström’s eleventh book, following Meaningful Measurement of the Customer Experience (2022), The Center of Experience (2020), and his Agile series, which includes The Agile Brand (2018), The Agile Consumer (2019), and The Agile Workforce (2021).