One of the most popular buzzwords nowadays is customer-first or putting your customer at the centre of every business decision and activity.
I stand behind it. The Inbound PR methodology preaches this customer or as I call it persona-first thinking and in fact doesn't really work without it.
Far too many businesses are still putting their products and services first when it comes to their marketing, sales and communications decisions even though they say they're customer-centric.
In fact, over 80% of businesses are talking about the benefits of a customer-first approach, but few of these are turning talk into action.
This stat comes from Optimizely - a leader in customer experimentation technology that did research earlier this year around the digital experience economy.
I dug into it and I want to share some key findings and learnings: