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.
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...
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 Every Time
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....