House of the Customer | Building a Culture of Continuous Improvement

Welcome to the House of the Customer newsletter with insights and ideas for #marketing and #CX professionals who are building the personalized experiences of tomorrow. Links: Books | Podcast | Blog | Consulting | Speaking

Featured Article: Forbes: Components of a Culture of Continuous Improvement

TL;DR: Building agility into your team’s approaches can help your organization adapt to fast-changing conditions from within or even external ones. A key part of this that has benefited many of my consulting clients over the years is prioritizing a continuous improvement culture.

The following was written by Greg Kihlstr?m for Forbes Agency Council You can access the full article here.

Much of my work with organizations involves finding ways to build continuous improvement into new marketing technology implementations, marketing operations enhancements or supporting larger digital transformation efforts.

Thus, I have experienced both the challenges of not having continuous improvement and the benefits of having it in place. But what does it really mean to embrace continuous improvement, and how is it perpetuated in the enterprise? Let’s explore a few aspects of a culture of continuous improvement.

Listen: Don't miss Greg's interview with Michael Vanderhoof, MBA from Charles Schwab on alignment of goals and incentives in the enterprise. Catch the latest episode here, or click below.

Regular Feedback Collection

First, feedback collection is an integral component of a culture of continuous improvement. These involve systematic review sessions—sometimes called retrospectives—where teams reflect on past activities, identify what worked and what didn’t and plan how to improve for the next cycle. Regular retrospectives can encourage transparency and reinforce a team’s commitment to ongoing improvement. Feedback collection can extend this concept to gathering customer insights, which can then provide valuable data on areas needing enhancement.

For instance, a marketing team might implement regular retrospectives by holding biweekly review meetings where members share their recent experiences and outcomes from different campaigns. Customer experience teams can also utilize automated tools to gather continuous feedback through surveys and product usage data after customer interactions. Analyzing this feedback can help these teams adapt real-time strategies to enhance customer satisfaction and loyalty.

This article was written by Greg Kihlstr?m for Forbes Agency Council. Read the full article here.

More from The Agile Brand with Greg Kihlstr?m Podcast

The top-ranked enterprise marketing podcast for leaders and aspiring leaders, now in its 6th year with over 500 episodes, and millions of episode downloads.

Listen on: Apple?|?Spotify?|?Amazon

Links: Books | Podcast | Blog | Consulting | Book Greg as a Speaker