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.
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...
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...
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...
Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer...
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 is coming, even earlier than usual this year, judging from all the retail displays already in the shops! Although it is now more associated...
I was recently on a trip to the US; a transatlantic flight on a Boeing 747, my favourite airplane – apart from the Seneca...
One of my clients recently asked me a very interesting question, which I share here, as I am sure that you too have asked...
If you claim to be customer centric are you sure you’re walking and not just talking the talk of true customer service? Last year I...
One of the biggest challenges of many marketers is developing actionable insights about the market and it’s customers. Are you satisfied with the way you turn...
This time last month, many marketing and communications professionals had just returned from Cannes, France, where they had attended the annual Lions Awards Festival. They...
In the last couple of weeks, there has been a tremendous amount of discussion around P&G’s decision to change marketing into brand management. The consumer...
How well do you know your target customers? I mean really know them? Are they men, women, young, old, Fortune 100 companies, local businesses? If...
Last week I had the privilege of presenting at the European Pharmaceutical Market Research (EphMRA) Annual Conference in Brussels. My talk was on the...
Last Saturday was the start of Summer in the Northern hemisphere and the weather certainly confirms this, at least for now! Summer is a...
Did you do a double-take when you read this post’s title? I bet you did. R&D is at the heart of innovation for most...
This Monday is Memorial Day in the US, when Americans everywhere think back to those in the US Armed Forces who gave their lives...
A couple of months ago I shared what I consider to be the Ten Mistakes even Great Companies Make when innovating. Whilst it is...
How do you know when you have too many brands and variants? In my opinion the answer is that you have too many when you...
Price wars are a standard challenge of marketers, whether working on the retail or manufacturing side. They have become more frequent in the last...