Denyse Drummond-Dunn
Denyse Drummond-Dunn
Denyse empowers CPG Execs to accelerate growth by attracting, delighting, and retaining more customers. She delivers inspiring Customer Experience keynotes, talks, and training, and is a #1 best-selling author. Denyse created QC2™, the new CX model that produces quantum results from atomic steps. Denyse is Nestle’s former Global Head of Consumer Excellence and has >30 yrs experience. Her global consultancy, C3Centricity, has expertise in over 125 countries! Check out her website to connect and find solutions to your current challenges.
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...
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...