Denyse Drummond-Dunn
Denyse Drummond-Dunn
Denyse is the Creator of the Quantum Customer Centricity (QC2™) Model. QC2™ is the New CX for organisations that want to find atomic steps that deliver quantum results, attracting, delighting & retaining more customers. Denyse is Nestle’s former Global Head of Consumer Excellence and has >30 yrs’ experience as a Speaker, Advisor and Author. She delivers inspiring keynotes, motivational talks and actionable training. Her global business consultancy, C3Centricity, has expertise in over 125 countries! Check her website and connect to discuss if she would be a great fit for your next event.
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 Successfully
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…
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...