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Customer experience & digital strategy expert, author, & speaker based in Washington, DC.
Greg Kihlström also the author of the Agile series of books and host of The Agile World podcast.
The Agile Brand is Now Available
Brands have evolved over several centuries from simple tools for recognition to something much more nuanced and sophisticated in the modern age. The Agile Brand follows the story of branding from its beginnings to the authentic relationship with brands that modern consumers want, and gives practical examples of what you can do to modernize your brand in meaningful ways.
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Greg speaks internationally about CX, Digital Strategy + Marketing, New Technology
Recent Articles
Blog & Articles
In a busy organization with many competing priorities, it can often be difficult to stay focused on even the most important aspects of keeping a business performing exceptionally. Customer experience (CX) platforms often involve many different teams across an organization, and thus it’s critical to ensure a big-picture view is kept. Too often, teams can get too concerned with measurements and performance in their silo within the organization, but truly successful CX platforms are built, measured and optimized holistically.
I’m proud to announce the launch of my new podcast entitled The Agile World. It will provide marketers, branding professionals, digital strategists, and customer experience experts a fresh perspective on the continually evolving dynamic between brands and consumers.
Using both existing and new data strategically and effectively is key to any bank’s success. In this article, we’re going to discuss a few ways that you can do this for your organization.
It’s not enough to simply make a great product, or offer an amazing service. It’s also not enough to simply engage with our audiences on a regular basis. There needs to be something more, and truly successful brands have tapped into this.
We live in a world of big data, where endless amounts of information can be stored in the cloud at an ever-decreasing cost per byte of storage. While this may sound great to data-driven marketers, the blessing of cheap storage and increasingly simple application programming interface (API) connections between data sources can quickly enough turn into a curse of too much information and not enough time to sort through it all.
While there are a lot of great sources of information for the absolute latest and greatest insights on Google’s latest algorithms, there are a few concepts that aren’t changing anytime soon and thus can make this a more evergreen look at search engine optimization. I refer to this as “timeless SEO” because they are concepts that are not going anywhere soon, and fundamentals of a strong search engine marketing strategy.
The value of optimizing your customer experience is clear to most brands and marketers. Increasing loyalty, reducing customer service costs and increasing revenue growth from retained customers are three big reasons, in addition to many others.
It is important for marketers to know and understand how search affects consumers and how they learn about your products, research before purchasing, and behave before and during their intent to acquire or buy your goods or services. This article is based on a chapter from my ebook Ever Seeking: a History and Future of Search.
It is important for marketers to know and understand how search affects consumers and how they learn about your products, research before purchasing, and behave before and during their intent to acquire or buy your goods or services. This article is based on a chapter from my ebook Ever Seeking: a History and Future of Search.
A key aspect of optimizing your customer experience is creating a consumer-centric mindset both in your organization and throughout the buying process. Doing this well requires listening to the way consumers are talking about your brand and its products or services, as well as their needs and requirements, commonly referred to as the voice of the customer, or VOC.
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