In this week’s episode of the SIMPLE brand podcast, I talk with Greg Kihlström, author of House of the Customer: A blueprint for one-to-one, customer-first, employee-driven business transformation. Greg’s a speaker, entrepreneur, and consultant to top companies on marketing technology, customer experience, and digital transformation initiatives.He’s the host of the Agile Brand podcast.Greg and I discuss:What customer-centric brands do that are different than all the othersHow customer expectations continue to riseToo many brands misunderstand what it means to create a customer-first approachFocusing on intrinsic and extrinsic values motivates employees to focus on the customerAgile principles help create an employee-driven cultureThe value of creating a culture of experimentationGreg’s 4 North Star goals that brands should have for a customer-first experienceWhere most brands get personalization wrongThe 7 elements of Greg’s "House of the Customer" blueprintGreg’s take on who in an organization should own and govern the customer experience  RESOURCES FROM THIS EPISODE:Greg’s site Greg’s book - House of the Customer: A blueprint for one-to-one, customer-first, employee-driven business transformation