Denyse Drummond-Dunn

Is This Just a Reset or Does Retail Need a Full Reboot?

Will the future of retail be without physical outlets? I remember having a very interesting discussion with a new client a couple of years ago on exactly this topic. Like many CPG companies at the time, they were considering online retailing. They were already selling...

What Customers Really Want – And How to Give It To Them Today!

As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want. And in this period of reset, understanding our customers has become more important than ever before. Just a few short months ago, I didn't...

What a Customer First Strategy Means Post Pandemic

I know, you probably don't want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction! But with people having changed their purchasing habits and perspectives due to lockdown, this...

The New Qualities of Customer Service Excellence

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you're truly walking the talk and not just talking about customer service excellence? Many...

From a Good to a Great Website: 9 Ways to Engage 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 these questions will help you to publish a successful website. One that encourages current and potential customers to both see and engage...

10 Ways to Immediately Improve Your Customer Centricity

We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation. But I know that many...

How to Improve Customer Centricity in Hospitality

The title of this week’s post might surprise you. After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a...

Why Technology Won’t Help You Understand Your Customers

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it's not quite that simple.  In today's data-rich environment I'm not really suggesting that...

7 Reasons for Failure When Adopting a Customer First Strategy

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? Read on for my own thoughts and perspectives on what should...

7 Ways to Deliver Awesome Customer Service

How can some companies get customer service so wrong?!This week I have a longer post than usual, but one that will make you smile, if not laugh out loud.It describes one recent personal example of disinterested client support, from which I have drawn seven learnings…

Are You Still Using The Marketing 5Ps? Move To The Improved 7Qs.

Marketing is a great profession and the marketing 5Ps is the code by which we live. I’ve worked in or with marketing teams for almost my whole career and I am passionate about brand building.From the outside, others see marketers as those who come to work…

Getting to Yes: A 7-step Roadmap to Successful Project Management

I’ve been involved in hundreds of successful project management initiatives over my career. I’ve been the leader, sponsor or team member, which means that each time I had different responsibilities. What they all had in common was the desire to get the project approved quickly…

The Future of Brand Building is Customer Centricity

Marketing is an old profession. It’s been around for hundreds of years in one form or another. But with the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies. Many organisations realised that it was time for…

How the Best Marketers are getting More Actionable Insights

Are you as busy as I am, as we plan on how we’re going to deliver on all our objectives before year-end? The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want…

Today’s Toughest Marketing Challenge is Not Customer Satisfaction!

We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us all more impatient and critical. Today we want things better, faster and sometimes cheaper as well. And customer satisfaction is becoming insufficient to…

How to Measure Customer Centricity the Right Way

As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly…

The 6 Best Ways to Show you Respect your Customers

More than one year after the introduction of GDPR in Europe and the CCPA in California, I wondered what has changed. And more importantly, I got to thinking about customer privacy and how to build a mutually beneficial relationship whilst also respecting it. Customers don’t…

The Best Ways To Improve Innovation With Better Ideation & Insights

One of the most frequent questions I get asked by my clients is how they can improve their innovation.  Whether they are large or small, global or local, they all want to their new products and services to be more successful. And the answer I…

What you need to know about Brand Image, 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 to them. I was lecturing at Miami University a while back on brand image and personality. These are two vital elements…

Is Packaging Part of Product or Promotion? Should it be Both?

Which did you answer subconsciously when you read the title? Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do you consider it to be an integral part of your connection with your…

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