Customer Salience (How to build your customer into your culture)

In a world where customers have more influence than ever, it has never been more important to put customers at the centre of your business.

CMOs know this: 73% of them agree customer centricity is critical. Yet only 14% of CMOs think their company is successful at putting customers at the heart of everything they do. Why the gap?

The problem is not lack of desire or customer understanding. The reality is that we are actually TOO obsessed with understanding customers. We are four times more knowledgeable about how customers make decisions than we are about how our own businesses make them.

Great customer understanding alone isn’t enough; what truly matters is whether decision makers frequently think about customers. Customer Salience is the one thing that matters in delivering customer-centric culture change.

Paul Hudson has been working to improve customer focus with brands globally for 25 years, and in Customer Salience he gives you the tools you need to embed customer-focused decision making. Discover:

• the one thing you need to focus on to deliver customer centricity
• practical steps that you can take to improve decision-making in your organization
• the Customer Salience toolkit, to help you get started today
• an online community for support and advice.