Denyse Drummond-Dunn

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...

How to Fast-Start your Customer Centric Journey and Accelerate Ahead of Competition

Many of my clients tell me that they understand they should be paying more attention to their customers, but admit that they just don’t...

What Great Leaders Know and More Importantly Do, and You Probably Don’t

I’d like to start this post with a bit of background. If there’s one thing I’ve learned from recording the audio version of my book...

4 Marketing Essentials for 2015: What You Must Do Differently to Excell

As you will have seen, if you’re a regular follower here, I was in the US last month, catching up with a few partners...

How to Stop Customer Satisfaction Drip, Dripping Away

I recently spent a few days in a condo that I have rented before in Miami Beach. It is a wonderful penthouse suite with...

Do Your Shoppers Face a Purchasing Dilemma? How to Give the Right Customer Choice...

I’ve just come back from a week’s course in Spain organised by the European Monroe Institute. The course was on consciousness, a thing all good...

The New Challenge of Marketing: Customer Satisfaction is Not Enough!

We all know how extremely demanding consumers have become in recent years. Constant innovation and novelty has made us all more impatient and critical....

No Trust without Respect: 7 Rules to Winning Customers

I got an email this week that was just so wrong I almost replied to it offering my help to the sender, as he...

Brand Strategy, Vision & Planning: When did you Last Review Yours?

How do you develop your brand strategy and vision? Do you just take last year’s document and revise it? Do you build your plan...

Are you Jeopardising your Customers’ Loyalty? Or is it Going to Disappear Anyway?

As you have no doubt already noticed, my Blog posts and those of many other Bloggers too, are often prompted by real-world experiences. This...

What the Best Insight Developers in the Business Know and You Don’t

Insights are essential to business success and have become the holy grail of marketing in particular over the past ten years or so. Many clients...

Five Essentials of Customer Service Excellence

Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer...

For Greater Customer Satsifaction, Should Marketers Answer Their Needs or Desires?

In 1943 Maslow proposed his theory about people’s needs in a paper entitled “A theory of human motivation”. He used the terms Physiological, Safety, Belongingness and Love,...

Halloween Scares & Solutions for Marketing

Halloween is coming, even earlier than usual this year, judging from all the retail displays already in the shops! Although it is now more associated...

How to Innovate More Creatively

I was recently on a trip to the US; a transatlantic flight on a Boeing 747, my favourite airplane – apart from the Seneca...

Should you Test your Advertising? If so, What, When and How?

One of my clients recently asked me a very interesting question, which I share here, as I am sure that you too have asked...

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