Denyse Drummond-Dunn

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...

Market Research & Insight’s New Role is Customer Centricity Champion

I’ve just returned from a trip to Belgium. Apart from the greater presence of armed military presence, it was business as usual. On Tuesday,...

Clues to a Remarkable Brand Story

Stories exist in all cultures. They have developed down through the ages as a means of transferring knowledge, long before books and now the...

How a Company Reacts to a Crisis Says a Lot About its Customer Centricity

In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. According to the news as...

How to Stop Brand Decline

If the headline caught your eye, then you are probably challenged by a declining brand. Am I right? Unfortunately for you, I’m not going to...

Market Research, Business Intelligence & Big Data: Have we Forgotten about Human Data?

The annual pilgrimage to the ESOMAR Conference took place last week in Dublin. I heard that there was much discussion, both on and off...

Marketers, Do You Know Everything You Should? From the 5Ps to the 7Qs.

Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the...

The New Ways to Innovate You Must Start Using Today!

When I get several requests in the same week on exactly the same topic, I know something is happening in the marketplace. This week...

How to Use Marketing Quotes to Inspire and Catalyse Action

Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple...

Connect with Customers for World-Class Understanding: 4 “Free” Ways for Every Business

Last week I spoke about five of the most important actions you can take when starting your journey to improved customer centricity. If you...

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