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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.

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...

You’re Not Competing In The Category You Think You Are! (How to Find Out)

Many of you know my 7-step CatSight™ Process for Insight Development. The first step is to identify the category in which you are competing. I...

Why UX Design is Vital to User Satisfaction and Ongoing Job Security

One of the greatest changes that the current pandemic has prompted, is the increase in the use of technology. From smarter homes to an...

How Understanding Shoppers Can Save Retail

We need to better understand shoppers. Why? Because retail is in crisis. Investment in brick-and-mortar stores has declined 30% in the US and a staggering...

The 7 Keys to Word-of-Mouth Marketing

Ever wonder how to get more people talking about your business? It's simple. Offer them incredible products and services that solve their problems and...

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...

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...

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...

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...

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...

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...

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...

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?...

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...

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…

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…

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