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.
While many enterprises undertake digital transformations in order to modernize and anticipate future changes, their efforts often face roadblocks, and many fail to deliver the promised results. Although 75% of consumer-facing brands claim to have good or excellent personalized customer experiences, a 2022 report by Twilio that surveyed 3,450 consumers around the world found that less than half (48%) agree. Everyone from the leaders at the top to front-line employees need to focus decisions on doing what is in the best interests of the customer if they want to grow a profitable business into the future.
Joining us for our discussion on Client Focus is GREG KIHLSTRÖM, Greg Kihlström, author of: House of the Customer is a best-selling author, speaker, entrepreneur, and currently an advisor and consultant to top companies on marketing technology, customer experience, and digital transformation initiatives as Principal and Chief Strategist at GK5A. He is also the host of The Agile Brand with Greg Kihlström podcast. Kihlstrom has worked with some of the world’s top brands, including Adidas, Choice Hotels, Coca-Cola, Dell, FedEx, HP, Marriott, MTV, Starbucks, Toyota, and VMware. His latest book is House of the Customer : A blueprint for one-to-one, customer-first, employee-driven business transformation. Welcome to Mastering Your Money, GREG KIHLSTRÖM.