Denyse Drummond-Dunn
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 NOT doing research, but which are unfortunately still prevalent today. Which, if any, are you guilty of? Leave your comments…
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 an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of…
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. They weren’t speaking about the current need for marketers to be both creative and comfortable with data. They were referring…
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 name and well healthcare’s reputation is not that great. But think again. I was recently in a clinic for surgery…
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 it, as I do many posed on topics such as brand building and customer understanding. But this question is I…
What Customers Want Today. (And How to Give It To Them!)
As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want. I’m always trying to understand exactly what their preferences are today, and where these may be going. My regular searches online includ...
Three Clever Ways to Know the Competition Better
What is the secret to success in business? That’s easy! It’s how well you know the competition. Alright, maybe this is a slightly over-simplified perspective, but it always surprises me how many companies work with a primarily internal focus. I have written many posts about…
How to Update Your Marketing with a Customer First Strategy
“Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.” All marketers know their marketing 5Ps, but how do you update your marketing when you adopt a customer first strategy? Here are some tips and ideas for you to…
5 Business Success Factors (So You’re Ready for Anything!)
Every winter, the media is full of stories of record snowfalls somewhere in the world, whether in the US, Europe or in the Far East. Despite all the sophisticated technologies at our disposition, we just never seem to be prepared. So wha...
How Well Do you Know Your Customers? 13 Questions your Boss Expects you to...
Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects you to be able to answer all his questions and especially to know your customers. Here are the 13 things your boss is…
Marketers, How Can You Keep Your Job When Most CMOs Are Losing Theirs?
What does a CMO do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry?…
Companies that Cheat are Dull: How to Ensure That You Shine!
Why do companies still try to cheat their customers? There have been a lot of articles recently exposing the behaviors of organisations who clearly haven’t adopted a customer first strategy. Companies who still think it’s OK to try to attract customers...
Never, Never, Never Give Up: How to Succeed When All Around You are Failing
I heard a famous quote this morning from Winston Churchill’s address to Harrow School in the UK in 1941. It was certainly one of his shortest speeches but probably also his most quoted. He said: “Never give in, never, never, never, never” You can rea...
What a Customer First Strategy Is (And what it’s not!)
Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post. He spoke about the differences between customer focus and...
Is it Time to Do Away with Market Research Departments?
What’s your gut response to the title question about eliminating Market Research Departments? Yes? No? It depends? I am probably in the third camp. No, if it is a department that integrates and analyses information from multiple sources, and then ...
You’ve Got Data? Well Don’t Start There!
Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! However, in working with clients around the world and in numerous industries, I have found that many ar...
Do You Know Your Customer Journey Map & the Emotions Overlay?
A recent post by John Ollila about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. And more importantly the lessons we can all learn from such disaste...
Why You Struggle To Meet Your Business Objectives
“There may be customers without brands, but there are NO brands without customers!” I am often quoted as saying this and yet I still find most companies spend more time thinking about their brands than their customers, which is alarming to say the least! And...
You’re Not Competing In The Category You Think You Are!
Last week I wrote about my 7-step CatSight™ Process for Insight Development. The first step is to identify the Category in which you are competing. I got so many comments about this step that I decided to dedicate a whole post to this important...
Customer Centricity is Today’s Business Disruptor, Insights its Foundation.
I’ve just returned from a speaking invitation in Las Vegas. It was an incredible Symposium run by Sitecore and I was blown away by the importance placed on customer centricity during the whole event! From the opening keynote by Sitecore’s new CEO Mark Frost, to...