Denyse Drummond-Dunn

Customers Care About Products & Value, Not Employees

I’ve been a customer champion for most of my career. But with the likes of Richard Branson saying it’s employees first, customers second, my confidence...

Your Real Marketing Priorities for 2017

At the beginning of every year, there are hundreds (thousands?) of blog posts sharing their top marketing priorities for the coming twelve months. There...

How Do People Recognise Brands?

Brand image is expressed in many ways which can also help brand recognition. I wrote a highly popular post on the topic last year,...

What a Short Hospital Stay Taught me About Customer Experience

Examples of exceptional customer experience can come from anywhere! You know that. You keep your eyes and ears open and find inspiration everywhere. So do I. But...

How to Sell More to Less People: Essentials of Segmentation

Businesses often make the mistake of trying to sell more to everyone. Why is this a mistake? Well, if you try to please everyone you...

Increasing Impact & Engagement through Advertising Testing

If you prefer to listen to the PODCAST of this post, click HERE. Don’t forget you can subscribe on iTunes too! One of the most...

Improving Ideation, Insight & Innovation: How to Prevent Further Costly Failures.

As you know, I am a global customer centricity champion. My passion is helping organisations to grow faster by putting customers at the heart...

How to Go From a Good to a Great Website: Engage and Convert More...

What makes a great website? What makes a website great for your customers? What makes a website great for your potential  customers? The answers to these questions...

Are You Still Using The Marketing 5Ps? Move To The Improved 7Qs.

Marketing is a great profession. I’ve worked in or with marketing teams for almost my whole career. From the outside, others see marketers as those...

Forgotten Facts & Fantasies of Customer Delight

If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. I had the privilege of...

Give Customers What They Really Want Today

As a customer centricity champion, just like you, I spend a lot of my time researching the topic. I’m always trying to understand exactly...

When Hospitality is Not Hospitable. 5 Learnings for Every Industry

I had lunch last week with one of my ex-colleagues. We decided to try a new restaurant close to where she works. It’s only been...

Five Rules of Observation and Why it’s Hard to Do Effectively

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Observation and...

What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes

Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value...

Marketing Solutions to More Actionable Insights

Marketing depends upon actionable insights to satisfy and delight their customers. How comfortable are you with your own process and the actionability of the...

Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity

Marketing is an old profession. It’s been around for hundreds of years in one form or another. If you’d like to see more about...

The Exceptionally Easy & Profitable Uses of Customer Co-creation

One of my clients, who is following the 50 weekly actions for customer centric excellence described in Winning Customer Centricity, asked me for some...

How Marketers Like You Are Fully Benefiting From This Awesomely Changing World

I’ve just returned from a trip to California, USA. If you are a fellow marketer who follows me on Twitter, Facebook or LinkedIn, you...

The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service

A longer post than usual this week, but one that will make you smile, if not laugh out loud! It describes one recent personal example...

How the Best Marketers are getting Deeper Insights

Are you as busy as I’ve been, trying to deliver on all your final objectives before year-end? Stressful times indeed, but this post is...

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