Denyse Drummond-Dunn

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...

Why Customers Are The Answer To All Your Problems

Last week I asked whether it is employees or customers who are more important to an organisation. I knew it would be a provocative question...

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...

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