Greg Kihlström was featured on the Doing CX Right podcast with how Stacy Sherman, where they talk about personalization and consumer data privacy.

Learn more and visit the show page

From the show page:

Gain Actionable Insights from “House of the Customer”

This Doing CX Right Podcast episode will help you  acquire practical and tested strategies from Greg’s acclaimed book, “House of the Customer.” Learn how to build a business that respects customer data privacy yet doesn’t compromise on delivering exceptional customer experiences.

With the insights shared, you’ll be able to solve current personalization and data privacy challenges and pave the way for your brand to emerge as a trusted and respected frontrunner in the industry.

Show Topics and Customer Experience (CX) Takeaways: 

• Greg’s background in marketing led him to explore customer service and its intersection with technology, including consumer data privacy.

• The seven principles of the “House of the Customer” include processes and systems (roof), business objectives and outcomes (walls), and the agile customer-centric culture (foundation), as well as understanding, serving, and listening to customers (pillars).

• Involving employees in the CX process is essential as the relationship between happy employees and satisfied customers is closely linked.

• Personalization and customer data privacy are important in modern marketing, and finding the right balance is crucial.

• Brands need to be transparent about their customer data usage and ensure that the data collected is relevant to the personalized content and offers provided.

• Feedback is a gift; leaders must embrace it for personal and professional growth.

• Start small, embrace a culture of experimentation, and learn from experiences to achieve CX success.

• Greg is optimistic about AI technology and believes that as it evolves, humanity will catch up to its challenges.

• Greg would emphasize the value of continuous learning and research to his younger self if he could go back in time.