House of the Customer Series

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The best-selling series from best-selling author Greg Kihlström

Building the enterprise of the future requires alignment of people, processes, data, and platforms. Discover the book series created for the future of business.

Featured Book

“Required Reading” —Destination CRM

House of the Customer

By Greg Kihlström with a Foreword by Barry Padgett, CEO of Amperity

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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 new book from best-selling 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.

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Other Books in the Series

Available in paperback, digital, and audiobook formats with more editions forthcoming.

Meaningful Measurement of the Customer Experience

By Greg Kihlström with a Foreword by Greg Meila, CEO of CXPA

Meaningful Measurement of the Customer Experienceprovides the processes, methods, and tools to measure, analyze, and improve customer experience within the enterprise.

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The Center of Experience: A blueprint for creating the experience-led enterprise

By Greg Kihlström with a Foreword by Diane Magers, CEO of Experience Catalysts

Provides a blueprint for organizations to implement a center of excellence incorporating brand experience, or the combination of customer and employee experience. Each property of experience is articulated and explained in detail, with an actionable plan to implement a Center of Experience of your own.

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Coming Soon: Engine of the Enterprise

By Greg Kihlström

Building and Optimizing High-Performing Teams, Processes, and Platforms