Denyse Drummond-Dunn

Companies that Cheat are Dull: How to Ensure That You Shine!

Why do companies still try to cheat their customers? There have been a lot of articles recently exposing the behaviors of organisations who clearly haven’t adopted a customer first strategy. Companies who still think it’s OK to try to attract customers...

Never, Never, Never Give Up: How to Succeed When All Around You are Failing

I heard a famous quote this morning from Winston Churchill’s address to Harrow School in the UK in 1941. It was certainly one of his shortest speeches but probably also his most quoted. He said: “Never give in, never, never, never, never” You can rea...

What a Customer First Strategy Is (And what it’s not!)

Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post. He spoke about the differences between customer focus and...

Is it Time to Do Away with Market Research Departments?

What’s your gut response to the title question about eliminating Market Research Departments? Yes? No? It depends? I am probably in the third camp. No, if it is a department that integrates and analyses information from multiple sources, and then ...

You’ve Got Data? Well Don’t Start There!

Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! However, in working with clients around the world and in numerous industries, I have found that many ar...

Do You Know Your Customer Journey Map & the Emotions Overlay?

A recent post by John Ollila about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. And more importantly the lessons we can all learn from such disaste...

Why You Struggle To Meet Your Business Objectives

“There may be customers without brands, but there are NO brands without customers!” I am often quoted as saying this and yet I still find...

You’re Not Competing In The Category You Think You Are!

Last week I wrote about my 7-step CatSight™ Process for Insight Development. The first step is to identify the Category in which you are...

Customer Centricity is Today’s Business Disruptor, Insights its Foundation.

I’ve just returned from a speaking invitation in Las Vegas. It was an incredible Symposium run by Sitecore and I was blown away by...

Smart Marketing for Smart Customers

Our customers are getting smarter every day. But are we performing smart marketing too? I don’t think so. When I have the chance to look...

Technology is the Enabler not the Disruptor

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. It was...

How to Beat the Competition in 2018

After the mid-year break, most organisations get into their planning phase for the coming year in earnest. Do you know how you’re going to...

You’re missing out on A Free Communication Channel!

Are you as shocked as I am, to think that there is a communication channel which most marketers are not using effectively today? And...

The Future of Retail is in the Stars – or is it the Cloud?

Will the future of retail be without physical outlets? I had a very interesting discussion with a new client last week. Like many CPG companies,...

How to Innovate Successfully

I’ve written a number of posts on innovation and yet I still get client requests to further help them innovate successfully! Despite all the great...

Secrets to Real Brand Portfolio Success

How do you know when you have too many variants in your brand portfolio? In my opinion, the answer is that it’s when you can’t...

7 Reasons Most Companies Fail to Adopt a Customer-First Strategy

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many...

A Customer-First Approach to Successful Innovation

Whether you believe that 60% of new product launches fail, or the number is 80% or 95%+, the truth is that successful innovation is...

What a Customer First Strategy Means for Marketing’s 5Ps

All marketers know their 5Ps: people, product, price, place, promotion. But do you know what a customer first strategy looks like in each of...

What a Customer First Strategy Means Today

“Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.” Every few days there seems to be another customer...

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