Denyse Drummon-Dunn | Denyse Drummond-Dunn

Twenty Ways to Delight Your Customers: Transforming Satisfaction into Loyalty

by Denyse Drummon-Dunn | May 12, 2024 | Brand Innovation, Cornerstone content, CX, Insight

Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal advocates? With fewer and...

The New Strategic Growth Blueprint for Successfully Reimagining Market Research

by Denyse Drummon-Dunn | Mar 26, 2024 | Business Vision & Strategy, Customer Centric Business, Customer understanding, Market Research, Insight, Data analysis

It is a well-known fact that when budgets are tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! Why is this? I believe it is because their ROI is longer-term and often difficult to prove. They therefore make...

How to Give Your Brand an Attractive Image and Personality

by Denyse Drummon-Dunn | Dec 12, 2023 | Uncategorized

Your brand is not what you think it is! It’s what your customers think it is; its brand image, personality and value to them. I was lecturing at Miami University a few years ago on brand image and personality. These topics created a lot of interest and...

Why Customer Satisfaction is Not a Good Business Strategy

by Denyse Drummon-Dunn | Nov 5, 2023 | Customer First Strategy

Aiming for customer satisfaction is not a good business objective today. While Customer centricity has become the essential strategy for all businesses, and industries, too many aim for customer satisfaction rather than delight. Why? Because it’s easier! Now it...