by Denyse Drummon-Dunn | Sep 27, 2022 | Cornerstone content, CX, Engagement
The covid pandemic clearly highlighted those companies that truly care about their customers and which provide customer service excellence. If a company claims to be customer centric, they must not just talk the talk, but walk the talk too. The pandemic gave many...
by Denyse Drummon-Dunn | Sep 2, 2022 | Customer First Strategy
Success comes from adopting a customer first strategy. It’s as simple and as that! Over my career I have been lucky enough in each of my positions, to speak to a lot of customers from around the world. In fact, I have spoken to people in 127 countries to date –...
by Denyse Drummon-Dunn | Aug 28, 2022 | Cornerstone content, Strategy
In most countries, the population have a love / hate relationship with their police. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! Let me explain. A few years ago they...
by Denyse Drummon-Dunn | Aug 7, 2022 | Brand, Brand Innovation, Cornerstone content, CX, Engagement
Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do you consider it to be an integral part of your connection with your customers at an important moment of truth, that of purchase and usage? Or both...
by Denyse Drummon-Dunn | Aug 3, 2022 | Customer understanding
How do you attract your target customers? As you know, attracting new customers is a costly process. It’s a well known fact that it costs far more to attract a new customer than to keep a current one. And yet many (most?) organisations spend more on the first than on...
