The House of the Customer framework provides insights into the processes, methods, and platforms that allow brands to provide the personalized customer experience of the future.

CREATE THE PERSONALIZED CUSTOMER EXPERIENCE OF THE FUTURE

Build a House of the Customer to create and deliver an experience that delivers greater customer lifetime value

Between consumer demands for more personalized and greater data privacy and competitive pressures to provide better omnichannel customer experiences, brands are faced with a dilemma: build a foundation for the future of customer relationships or lose relevancy in a crowded marketplace.

Doing this, however, is not without its challenges. While many enterprises a engaging in digital transformations in order to modernize and anticipate future changes, these efforts are often fraught with challenges, and many fail to deliver the results promised.

What You’ll Learn

This session provides a blueprint for organizations to implement a center of excellence incorporating a customer-centric transformation and company culture that drives meaningful outcomes. Each property of experience is articulated and explained in detail, including brand, governance, culture, platform, measurement, and environment.

Learning modules include the following:
Note:

• Setting “North Star” goals and determining what is both needed and realistic for your organization based on your experience maturity.

• Overview of elements of the House of the Customer

• Focus on the customer-facing elements of the House of the Customer: Understanding, Serving, and Listening to the Customer

• Focus on the internal-facing elements of the House of the Customer: processes, measurement, customer-centric culture

• Prioritizing your goals and initiatives, and how to successfully manage and implement the transformation efforts needed to build the House of the Customer

Customized sessions can also be created.

Half-Day, 1- and 2-day Workshops

Learn the methods and processes behind the House of the Customer framework in a deep dive that is built around your team’s unique needs and requirements.

Based on your needs and timing requirements, modules can be combined to achieve your desired outcomes. Learn how to plan, implement, and measure brand experience transformation, and work cohesively as a team.

House of the Customer Implementation

For strategic consulting and implementation assistance, contact GK5A to learn more.

BASED ON THE BOOK BY GREG KIHLSTRÖM

A blueprint for 1:1, customer-first, employee-driven business transformation

In this new book from best-selling author Greg Kihlström, readers are guided through the elements of a 1:1, customer-first, employee-driven enterprise that includes seven key elements, why they are important, and how to implement them. These seven elements are explained in terms of building your brand as a “house” for your customers and aligning, people, processes, and platforms in a customer-centric manner driven by strategic key performance indicators (KPIs) and measured by tangible business outcomes. 

Drawing on Kihlström’s experience working with top organizations, as well as dozens of interviews with Fortune 500 customer experience leaders and industry-leading platform marketing technology executives and thought leaders for this book and his podcast, The Agile Brand with Greg Kihlström, the blueprint to achieve a customer-centric, sustainable platform for growth is made tangible.