THE INTERNATIONAL BEST-SELLER IS “REQUIRED READING” BY DESTINATION CRM:
House of the Customer
A blueprint for 1:1, customer-first, employee-driven business transformation
By Greg Kihlström, featuring a Foreword by Barry Padgett, CEO of Amperity
Available in print, digital and audio formats
House of the Customer provides a blueprint for the 1:1, customer-first, employee-driven brand of the future.
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.
The way to do this forms the foundation of House of the Customer. In this best-selling book from 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.
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). The House of the Customer will be available in January of 2023 in print and as an ebook from Amazon and Barnes & Noble, and as an ebook from Apple Books.
Praise for House of the Customer
“Greg Kihlström knows of what he speaks, and to who he speaks. That much is fully evident.”
Garth Thomas
Hollywood Digest
“Better metrics and better results are within reach thanks to Greg's craftsmanship.”
Karen Mangia
WSJ Best Selling Author & Salesforce Executive
“This book is a must read. From the foundation (Company Culture) to the Roof and all the pillars in between, Greg does a fantastic job laying out the vital components in delivering the best customer experiences.”
Sara Taheri
Vice President and Chief Product Owner of Contact Center Transformation and Robotics at Prudential Financial, Inc.“If you want to accelerate and really make a dent in your mission as a customer centered leader, this is required reading. Plus it's fun, easy, practical and immediately delivers.”
Carlos Manalo
Founder, The Office of Experience“Combining extensive research and data, Greg shows how to approach the new age of digital engagement across all channels to create a competitive advantage.”
Brian Browning
Vice President, Technology, Kin + Carta
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Keynote Speaker on MarTech, AI, and Digital Transformation
The Agile Brand’s Greg Kihlström speaks internationally about the issues that are top of mind for marketing and CX leaders and their teams.