New Book Meaningful Measurement of the Customer Experience by Greg Kihlström Discusses How Brands Can Measure and Maintain Their Competitive Advantage

ARLINGTON, Va., Jan. 11, 2022 /PRNewswire-PRWeb/ -- Customer experience has become the primary method of competitive differentiation between most brands today. While most companies claim that customers and their needs drive decisions and priority within their organizations, when it comes time to prioritize customer needs, it can often be more difficult and less clear exactly how and what to do.

There are several reasons for this, and these reasons form the foundation of Meaningful Measurement of the Customer Experience, the eighth and latest book by best-selling author, entrepreneur, and strategic advisor to Fortune 500 companies, Greg Kihlström. The book provides guidance on how to create a customer-centric culture that prioritizes customer needs while aligning internal teams around a common goal. It also provides a framework to create a system of meaningful measurement that can not only improve the customer experience by holistically looking at the customer journey, but provide a sustainable method for analysis and optimization with a more agile approach to continuous improvement. This provides internal teams with the metrics and justification they need to continue improving the customer experience, creates a collaborative, customer-centric culture aligned around common goals, and ultimately benefits the customers, who buy, buy more, buy more often, and tell others about their experiences.

"I am passionate about providing organizations with meaningful methods to create business value through enhanced customer experience," said author Greg Kihlström. "My eighth book offers businesses a practical guide to gaining a measurable competitive advantage through enhanced CX."

Drawing on Kihlström's experience working with top organizations, as well as dozens of interviews with Fortune 1000 customer experience leaders for this book and his podcast, The Agile Brand with Greg Kihlström, the secrets of planning, implementing, analyzing, and improving great customer experience in a sustainable way are demystified and made practical. The book also features a foreword by Greg Melia, CAE, the CEO of the Customer Experience Professionals Association (CXPA).

Meaningful Measurement of the Customer Experience is Kihlström's eighth book, following The Center of Experience (2020), and his Agile series, which started with 2016's The Agile Web, followed by The Agile Brand (2018), The Agile Consumer (2019), and The Agile Workforce (2021). It is his third book on customer and employee experience, following Digital Delight, which was compiled from a series of his articles and released in 2019.

Meaningful Measurement of the Customer Experience is available through most major retailers in print and as an ebook form.

About Greg Kihlström
Greg is a best selling author, speaker, and entrepreneur, Chief Strategist at GK5A, and host of The Agile Brand with Greg Kihlström podcast. He has worked with some of the world's leading organizations on customer experience, employee experience, and digital transformation initiatives, after selling his award-winning digital experience agency in 2017. The brands he has worked with include Coca-Cola, Dell, FedEx, GEICO, Marriott, MTV, Starbucks, Toyota and VMware. He currently serves on the University of Richmond's Customer Experience Advisory Board, and was the founding Chair of the American Advertising Federation's National Innovation Committee. Greg is Lean Six Sigma Black Belt certified, and holds a certification in Business Agility from ICP-BAF.

His previous book about CX, The Center of Experience (2020), talks about how customer and employee experience can be operationalized into a cohesive brand experience. The Agile Brand (2018), follows the evolution 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 create a more modern, agile brand while staying true to your core values. His podcast, The Agile World with Greg Kihlström, launched in early 2019 and discusses brand strategy, marketing, and customer experience.

Greg was named a 2018 50 on Fire winner from DC Inno as one of DC's trendsetters in Marketing. He is a regular contributing writer to Forbes and CMSWire, and has been featured in publications such as Advertising Age, SmartCEO, Website Magazine, and The Washington Post. He's participated as a keynote speaker, panelist and moderator at industry events around the world including Internet Week New York, Internet Summit, EventTech, SMX Social Media, Social Media Week, Mid-Atlantic Marketing Summit, ABA Bank Marketing Summit, and VMworld. He has guest lectured at several schools including VCU Brandcenter, Georgetown University, Duke University, American University, University of Maryland, Howard University and Virginia Tech.

Media Contact

Greg Kihlström, The Agile World, 1 2027981982, [email protected]

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SOURCE The Agile World