by Denyse Drummon-Dunn | May 15, 2022 | Cornerstone content, CX, Strategy
I was recently asked to speak about how to build relationships with clients, in this case for a realtor association. In preparing for the interview, I got to thinking about customer privacy and how important it is to build a mutually beneficial relationship to respect...
by Denyse Drummon-Dunn | Apr 19, 2022 | Strategy
Why would you want to quickly adopt a customer first strategy? Well, every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. Amongst the most notable recent examples include United’s Flight...
by Denyse Drummon-Dunn | Mar 8, 2022 | Brand, Brand Innovation, Segmentation
The first step of any business is to identify the category in which they are competing. This may surprise you, but you’d be amazed just how many brands are not in the category they think they are. When was the last time you checked how your customers saw you?...
by Denyse Drummon-Dunn | Feb 8, 2022 | Analysis, CX, Segmentation
I think it’s pretty clear to everyone in business that NOT knowing your target customer costs a lot – sometimes the business itself! (Think Kodak, Nokia, Borders) So let me ask you this; how well do you really know your own target customers? Are they men,...
by Denyse Drummon-Dunn | Jan 18, 2022 | Brand Innovation, Insight, Leadership
Did you know that using marketing quotes can improve your plans? Do you have a plan you are following that will (hopefully) enable you to reach your goals? To meet our objectives, we often look to make changes, large or small, in our organisation. At times like these,...
