Customer salience: The road to insight driven decision-making

Room 5 | 11:30 am - 12:00 pm | Wednesday, May 8, 2024

While talk of customer-centricity has never been more prevalent, the truth is that it’s not translating into action. U.K. customer experience and service benchmarks alike both highlight a recent drop in consumer satisfaction. So what’s going on?

The real challenge researchers face today isn’t external, it’s internal. Having long-term, meaningful impact on decision-making. Becoming trusted advisors to senior leaders and operational delivery teams. In this illuminating session, we’ll introduce how Customer Salience – a new approach to understanding the value of research based on the fundamental principles of marketing – is creating customer-led transformation and inspiring insight teams with the confidence to change organizational culture. Join FlexMR CEO Paul Hudson in this session to explore the theory, key components of and practical ways to get started with Customer Salience.

Key takeaways:

1. An understanding of how to adapt brand salience principles into a new measure of research team impact and how this paradigm shift affects organizational culture.
2. An introduction to the 4C framework of Customer Salience that can help you identify the key actions for your business.
3. Examples of the ways FlexMR has helped clients drive long-term change and meaningful impact through the Customer Salience strategy.