Greg Kihlström was recently interviewed by Authority Magazine on how to create a great customer experience. Read the full interview here.

We have all had times either in a store, or online, when we’ve had a very poor experience as a customer or user. If the importance of a good customer experience is so intuitive, and apparent, where is the disconnect? How is it that so many companies do not make this a priority?

It is amazing to me how many companies say they value customers and the customer experience and then allow these bad experiences to happen on their watch. One of the things that I believe has been exacerbated by the pandemic and the Great Resignation of employees who moved on from unsatisfying jobs is that companies are finally starting to understand and realize just how linked employee experience and customer experience really are.

I don’t think there are many, if any, companies who disagree with the premise that you need to treat your customers well and that long-term customers are valuable. The successful ones, however, are those that first treat their employees well and have clearly articulated values and expectations. Then, they empower those employees and teams to deliver great customer experiences. I always say that when customer experience is done well, it is both the motivation to employees, as well as the reward.

Greg Kihlström was recently interviewed by Authority Magazine on how to create a great customer experience. Read the full interview here.