It's a cliché, but knowledge is power—and that's certainly the case when it comes to your customers and your ability to understand what they want, as well as when, how, and where they want it.

This article was written by Greg Kihlström for CustomerThink. Despite living in an era data is heralded as the new currency, a counterintuitive movement is gaining momentum among forward-thinking marketers and CX professionals: data minimization.

Contextual personalization in physical retail refers to the practice of tailoring the shopping experience to individual customers based on their specific context or situation. This approach takes into account various factors such as location, time, weather, and customer preferences to deliver personalized and relevant content or offers.

This article was written for CMSWire by Greg Kihlström. With competitive pressures mounting and customer expectations continually rising, organizations are under constant pressure to provide personalized and seamless experiences to their customers across various touchpoints.

Customer lifetime value (CLV) is a crucial metric for businesses to understand and prioritize. It refers to the total revenue a customer is expected to generate over the course of their relationship with a brand.

When customers have more options and higher expectations than ever before, optimizing and personalizing customer touchpoints has become crucial for businesses. The customer journey consists of every interaction a customer has with a brand, from the initial awareness and consideration stage to the purchase and post-purchase support stages.

Positive dialogue builds trust and engagement. In a highly competitive environment, where brands are constantly vying for attention, it is crucial for businesses to establish a meaningful connection with their customers. This connection goes beyond simply sharing information or pushing products; it involves engaging in a genuine dialogue that builds trust and fosters a lasting relationship.

This article was written for CustomerThink by Greg Kihlström. The strategic management of Customer Lifetime Value (CLV) has become increasingly critical for securing both short-term gains and long-term financial performance in the enterprise. Both first-hand findings and recent research sheds light on the nuanced relationship between effectively measuring and improving CLV and its consequential impact on an organization’s financial performance.

Good data drives better outcomes. This statement holds true in various industries, including digital advertising. In today's digital age, where data is abundant and easily accessible, advertisers have the opportunity to leverage this information to enhance their advertising strategies and ultimately achieve better results.

This article was written by Greg Kihlström for MarTech. In this final article in the series, we’ll uncover how data can play an impactful role as we engage and retain existing customers, ideally turning them into lifetime loyal supporters of our brand and advocates to their friends, peers and colleagues.

This article was written for Forbes Agency Council by Greg Kihlström. With a fiercely competitive field of options for customers, simply offering a high-quality product or service is often no longer enough to set your brand apart. To truly stand out and build lasting relationships with your customers, you need to create an emotional connection that resonates with them on a deeper level.

A key factor in achieving this collaboration is the use of data-driven experimentation. Data-driven experimentation allows companies to gather insights and make informed decisions based on real-time data. It provides a framework for testing and optimizing strategies, enabling companies to identify what works and what doesn't.

This article was written by Greg Kihlström for CustomerThink. Simply offering a high-quality product or service is no longer enough to set your business apart from the rest. In fact, according to Salesforce, almost 90% of customers value the experience of buying and using a product or service as much or more than the product or service itself.

AI buzz continues, but 2024 shifts focus from playful exploration to tangible results. Join us as we delve into “The Great Reconciliation”: standardizing tools, integrating AI into processes, and demanding proven ROI.

Product leaders need customer empathy in order to build more customer-centric experiences. This means understanding the actual problems that customers are trying to solve and ensuring that the products being built address those needs. It also involves considering the global economic trends and technology changes that may impact customers and incorporating innovation into products.

The following was written by Greg Kihlström for CXO Magazine. As an advisor and consultant to enterprise organizations, I have seen firsthand the importance of customer journey governance.

This article was written by Greg Kihlström for CMSWire. We’ve all been there (or at least most of us have). Your company’s massive new website project has just launched, and you’ve played a big role in getting it to this point. Now it’s time to relax and reap the rewards of a job well done and never think about your website ever again.

Experimentation is a crucial driver of business growth in today's rapidly evolving market. It is important to have a hypothesis and be open to failure to learn and move forward. Thus, the role of experimentation in business growth and success, particularly in the marketing and product functions is key.

This article was written by Greg Kihlström for CMSWire. It’s a new year. Time to reconsider our priorities, set better goals and achieve more. Perhaps your priorities are similar to last year, but you want to make more progress toward your customer satisfaction strategies. Or perhaps it’s time to take a step back and take a look at all of the above.

This article was written by Greg Kihlström for CustomerThink. To stand out in today’s competitive marketplace, brands need to go beyond just offering a high-quality product or service. To truly connect with your customers, you need to create an emotional bond that goes deeper, and utilizing a customer journey orchestration approach can be incredibly effective here.