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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.

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…

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…

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…

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…

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…

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…

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,…

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…

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…

Five Rules of Customer Observation for Greater Success

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is…

7 Secrets to Business Growth from Leading Global Brands

Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking…

Fundamentals of a Customer First Strategy For Every Industry

Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately…

How To Write A Winning Marketing Plan: 8 Questions Every Marketer Should Be Prepared To Answer

How hard is it to write a marketing plan? After all, every marketer writes one every year, so how difficult can it be, right? Well,…

Even the Police Can Get it Right! Adopting a Customer First Strategy

In most countries, the Police have a love / hate relationship with their population. You can imagine my surprise, therefore, to find myself writing about…

AI and ML are Taking Digital Marketing to the Next Level

I presented last week at an exciting, forward-looking conference in Fort Lauderdale, USA. It was ITEXPO, a successful conference celebrating its twentieth anniversary this year!…

Ten Reasons Why You Should NOT Conduct Market Research

If you commission or conduct market research, then this post is a must-read. It shares ten important reasons I have learned over the years for…

How Your Business Can Quickly Adopt a Customer First Strategy

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when…

How to Take Local Brands to Global Success: The 5 Rules to Fortune

I remember reading an article in the Financial Times a couple of years ago, that challenged companies to search for a new style of marketer.…

What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence

If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry…

How Can You Provide Better Service For Your Clients?

How Can You Provide Better Services For Your Client? This is a great question isn’t it? It was asked recently on Quora and I answered…

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