2019 is the Year of Experience

It’s once again the end of one year and the beginning of another. And with it, a chance to reflect on the previous 12 months as well as an opportunity to look forward into the next.  Inevitably, this leads to recaps, predictions, and many other ways to make sense of time passing.

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Greg Kihlstrom
Forbes: Five Steps To Building A Customer Experience Measurement Platform

Customer experience doesn’t just affect a single marketing channel or department within a company. Thus, unlike many other types of measurement and analytics efforts, building a customer experience measurement plan takes the efforts of many different parts of an organization. I should know; my agency works with clients to create custom customer experience measurement strategies and plans. This process can be divided into five steps.

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Greg Kihlstrom
In defense of buzzwords (sort of)

I spend a lot of time explaining fairly technical people to people with a wide variety of technical knowledge. That’s just part of my job, and it’s quite interesting. It teaches me a lot about the subject matter to be able to explain it to people with varying levels of understanding. Inevitably, however, some of my descriptions are going to devolve into the usage of what many refer to as “buzzwords,” so here is my defense of them.

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Greg Kihlstrom
ScaleFast Blog: Driving eCommerce Revenue, Part 1: Focus on User Experience

I am quoted in this article by ScaleFast regarding my expertise in personalization:

No matter which approach you go with, digital strategist Greg Kihlstrom recommends maintaining realistic expectations, testing your efforts and optimizing along the way. “While you may want every touchpoint in your customer experience to have some method of personalization, the only way to truly understand the effectiveness of what you are doing is to make sure there is a good test for each,” Kihlstrom says.

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Greg Kihlstrom
The Psychology of Search

Think of search as a means to solve problems. Your search marketing approach needs to be focused on people that are seeking an answer, a fix, or something that can help them address a challenge they currently have. Advertising and other methods can be used to plant the “seeds” of interest in a product or service, but search is all about getting results (no pun intended) quickly.

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Greg Kihlstrom
Origins of the Agile Brand

Shifts in consumer behavior and technology have shaped both our relationship with brands, and the way that those brands seek to have relationships with their customers. Branding has followed and will continue to follow the trends and behaviors of the rest of society over time, and we are now on the cusp of a new era of the brand-consumer relationship, which I’m currently tackling in my follow-up to The Agile Brand.

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BrandingGreg Kihlstrom
Agile Companies Understand That Branding is a Relationship

The agile company doesn’t stand behind a rigid set of brand guidelines, and they know that in order to succeed, they must possess genuine corporate values that are demonstrated to their customers in tangible ways. Gone are the days when corporate social responsibility could be a bunch of words printed on a wall, programs listed on a website, but full of empty talk. Customers and employees alike demand more.

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BrandingGreg Kihlstrom
Forbes: Descriptive Versus Prescriptive Analytics And The Customer Journey

Measurement insights are a key part of optimizing your customer experience. At every step in the journey, it is critical that you understand what consumers are doing and how your channels and touch points are performing. It's also important that you not only have the ability to see what has happened in the past, but you also have actionable insights to help you make the best decisions moving forward.

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Capitol Communicator: Agile Brands, Agile Marketing & Design Thinking

Agile brands have the agile methodology to thank for their philosophy and approach. Agile’s rise in popularity and subsequent contributions to the world of software and the Web at large are wide-reaching and have changed the way we create and market products and services. The agile approach can be applied to many things other than software development, including marketing, and branding.

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BrandingGreg Kihlstrom
3 Ways Agile Brands Embrace Storytelling

As branding has evolved, the need for brands to tell unique and authentic stories that portray their mission and values has grown continually stronger. Jay Baer says, “If your stories are all about your products and services, that’s not storytelling. It’s a brochure. Give yourself permission to make the story bigger.”

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Greg Kihlstrom
Yes& Blog: The Evolving Bank Customer Experience

Banking trends have evolved rapidly over the past two decades. As a result, banks are working harder than ever to keep up with the demands and preferences of their customers. These advancements include offerings that make banking more accessible, create the ability to bank more freely, and have a more tailored experience that is personalized to their needs.

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Greg Kihlstrom
AAF SmartBrief: Agile Brands have Innovation at their Core

There has never been more pressure for organizations to differentiate themselves and create loyal customers. With a growing desire by consumers to both have increasingly personalized experiences, and to share the values and culture of the companies they both buy from and work for, brands need to evolve in order to thrive. Agile brands will balance the need for control over their messaging, products and services with the need to connect with their customers in more meaningful ways.

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Greg Kihlstrom
"Too Busy" Is a Symptom, Not a Problem

In most professions, being “busy” is actually a good thing, because it means you are needed, and there are enough customers or clients to keep the lights on. But there’s a more toxic form of busy that keeps great work from happening, deadlines from being met, and work relationships from thriving. To help, let’s define a vocabulary that makes this easier. Being busy means that you’re running around from task to task, continually feeling overwhelmed, late to meetings, and overdue on assignments and tasks. Let’s treat that as the negative way of looking at things.

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Greg Kihlstrom