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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.

Maximising Customer Understanding: The Smart Shortcut to In-Depth Market Insights

Do you always need the market research studies you run? I am frustrated by marketers who run to conduct a survey whenever they have a...

The Power of Creativity: How to Foster Innovation in Your Organization

How important is innovation in your organisation? You're missing out on revenue and growth if it is not one of your top three objectives! Innovation...

Building Customer Trust and Loyalty: The Foundation of Successful Businesses

In the ever-changing landscape of business today, one factor remains timeless and invaluable: building customer trust and loyalty. Trust and loyalty are the cornerstones that...

Providing Amazing Customer Journeys by Leveraging the Power of Technology

Customer journeys are evolving fast, and technology is at the forefront of this transformation, especially in the past couple of years, thanks to AI. This...

Top 10 Challenges to Adopting a Customer-First Strategy – And Their Solutions

In an era where customer expectations are rapidly evolving, businesses have finally recognised the importance of adopting a customer-first strategy. However, despite this awareness, many...

The Customer Retention Goldmine: How to Keep Customers Happy and Drive Exponential Growth

Customer retention is essential for the long-term success of any business. We all know that happy customers are more likely to make repeat purchases,...

From Satisfaction to Delight: Accelerating Your Business Growth with Personalized Customer Service

It's time to move from customer satisfaction to customer delight. After all, no one wants to be good when they can be great! These days,...

The Power of Real-Time Feedback to Drive Business Success

In today’s fast-paced and customer-centric business environment, gathering real-time customer feedback and engaging in social media conversations are both vital practices. These approaches enable organizations...

Empower Your Employees with the Freedom to Give Outstanding Customer Service

Are you reading this article because you already give outstanding customer service? Or are you looking to empower your customer services to delight your...

In Today’s Competitive Market, is AI the Key to Winning Customer Loyalty?

If you haven’t already heard, AI is the key to winning customer loyalty today! At least that's my opinion; let me know what you...

Answering Your Top Questions About Adopting a Customer First Strategy

As a customer-first strategist, I am frequently asked about customer centricity and the value it brings to a business when adopted. I, therefore, thought it...

The Little Known Disadvantages of a Customer-first Strategy

The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However,...

7 Ideas for Great Leaders to Make Your Leadership Style Even More Effective

I'd like to start this post with a story about some great leaders I had the privilege to know and work with. As you...

How to Make a Great Customer-Centric Web Design

Web design is a variable that changes as fast, if not faster than we can get our latest creation published! In just the past twelve...

The 5 Essential Rules of Customer Observation for Greater Business Success

One of the best ways I know to understand your customers is to watch and listen to them whenever you can. Customer observation is...

The Good, Bad and Downright Ugly Parts of a Head of Marketing Job

Did you know that the average tenure of a Head of Marketing position continues to fall, reaching just 41 months according to the latest Spencer...

A Winning Marketing Plan: 9 Questions Every Marketer Should Be Able To Answer

What does it take to write a winning marketing plan? Every marketer writes a marketing or business plan each year don't they, so how...

How to Cheat The Customer – or Not!

Why do companies still try to cheat their customers? Is it because they think we won't notice? Or do they believe that there are...

How to Take Local Brands Global: The 5 Golden Rules

<h3i remember reading an article in the Financial Times a few years ago, that challenged companies to search for a new style of marketer....

Are Smart Things Really Smart or is it Just Smart Marketing?

Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called AI and ML are Taking...

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