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.
Brand Strategy, Vision & Planning: When did you Last Review Yours?
How do you develop your brand strategy and vision? Do you just take last year’s document and revise it? Do you build your plan...
Are you Jeopardising your Customers’ Loyalty? Or is it Going to Disappear Anyway?
As you have no doubt already noticed, my Blog posts and those of many other Bloggers too, are often prompted by real-world experiences. This...
What the Best Insight Developers in the Business Know and You Don’t
Insights are essential to business success and have become the holy grail of marketing in particular over the past ten years or so. Many clients...
Five Essentials of Customer Service Excellence
Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer...
For Greater Customer Satsifaction, Should Marketers Answer Their Needs or Desires?
In 1943 Maslow proposed his theory about people’s needs in a paper entitled “A theory of human motivation”. He used the terms Physiological, Safety, Belongingness and Love,...
Halloween Scares & Solutions for Marketing
Halloween is coming, even earlier than usual this year, judging from all the retail displays already in the shops! Although it is now more associated...
How to Innovate More Creatively
I was recently on a trip to the US; a transatlantic flight on a Boeing 747, my favourite airplane – apart from the Seneca...
Should you Test your Advertising? If so, What, When and How?
One of my clients recently asked me a very interesting question, which I share here, as I am sure that you too have asked...
The New 7Ps of Best Practice Customer Services. Are you following them?
If you claim to be customer centric are you sure you’re walking and not just talking the talk of true customer service? Last year I...
The Ultimate Guide to Developing Actionable Insights
One of the biggest challenges of many marketers is developing actionable insights about the market and it’s customers. Are you satisfied with the way you turn...
Award Winning Communications are Powered by Insight & Customer Understanding
This time last month, many marketing and communications professionals had just returned from Cannes, France, where they had attended the annual Lions Awards Festival. They...
Are P&G Right to End Marketing?
In the last couple of weeks, there has been a tremendous amount of discussion around P&G’s decision to change marketing into brand management. The consumer...
How Well do you Know your Customers? Can you Answer these 12 Questions?
How well do you know your target customers? I mean really know them? Are they men, women, young, old, Fortune 100 companies, local businesses? If...
Is there a Future for Information & Insight? Yes, if we learn these new skills
Last week I had the privilege of presenting at the European Pharmaceutical Market Research (EphMRA) Annual Conference in Brussels. My talk was on the...
Which of these 10 Customer Centricity Steps are you Missing?
Last Saturday was the start of Summer in the Northern hemisphere and the weather certainly confirms this, at least for now! Summer is a...
How to get R&D as Excited about Consumer Innovation as you are
Did you do a double-take when you read this post’s title? I bet you did. R&D is at the heart of innovation for most...
Why Most Marketing Plans Fail & 9 Ways to Succeed with Yours
This Monday is Memorial Day in the US, when Americans everywhere think back to those in the US Armed Forces who gave their lives...
The Highly Effective Habits of Truly Innovative Companies
A couple of months ago I shared what I consider to be the Ten Mistakes even Great Companies Make when innovating. Whilst it is...
Brand Portfolio Management: How to Make More (Money) with Less (Brands)
How do you know when you have too many brands and variants? In my opinion the answer is that you have too many when you...
Sourcing & Services Matter: Why Price Alone Won’t get your Customers to Stay
Price wars are a standard challenge of marketers, whether working on the retail or manufacturing side. They have become more frequent in the last...