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...
by Denyse Drummon-Dunn | Oct 10, 2023 | Analysis, CX, Insight, MRX
Do you always need the market research studies you run? You might have seen a recent post of mine on LinkedIn where I said how frustrated I am with marketers who start with a survey when they have a question, rather than ending with one. If you too have this habit,...
by Denyse Drummon-Dunn | Oct 5, 2023 | Customer understanding
One of the best ways I know to understand your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately under-utilised tool these days for greater understanding. It is, therefore, not surprising that most...
by Denyse Drummon-Dunn | Sep 26, 2023 | Cornerstone content, Innovation, Leadership, Strategy
How important is innovation in your organisation? You’re missing out on revenue and growth if it is not one of your top three objectives! Innovation isn’t just a buzzword; it’s a critical component of success. Companies that embrace innovation...
by Denyse Drummon-Dunn | Sep 18, 2023 | Leadership, Strategy
In the ever-changing landscape of business today, one factor remains timeless and invaluable: building customer trust and loyalty. Trust and loyalty are the cornerstones that sustain a business and drive customer retention, advocacy, and long-term profitability. In...
by Denyse Drummon-Dunn | Sep 5, 2023 | Customer First Strategy
The advent of digital in the early 80’s, forced companies to take a serious look at their brand building and marketing strategies. Many realised that it was time for a major overhaul of their primarily outbound strategies. Consumers no longer appreciated being...
by Denyse Drummon-Dunn | Aug 29, 2023 | Cornerstone content, Leadership, Strategy
[vc_row][vc_column][vc_column_text] In an era where customer expectations are rapidly evolving, businesses have finally recognised the importance of adopting a customer-first strategy. However, despite this awareness, many companies still struggle to fully embrace...
by Denyse Drummon-Dunn | Aug 29, 2023 | Cornerstone content, Leadership, Strategy
In an era where customer expectations are rapidly evolving, businesses have finally recognised the importance of adopting a customer-first strategy. However, despite this awareness, many companies still struggle to fully embrace customer-centric practices. Numerous...
by Denyse Drummon-Dunn | Aug 15, 2023 | Cornerstone content, CX, Engagement, Insight
Customer journeys are evolving fast, and technology is at the forefront of this transformation, especially in the past couple of years, thanks to AI. This post explores how businesses can embrace omnichannel experiences, self-service solutions, and data-driven...
by Denyse Drummon-Dunn | Aug 5, 2023 | Customer understanding, Marketing
What does it take to repeat the great results you’ve had at market level when you expand across regions? Here are my five rules to easily take local brands to global success: 1. Understand market differences and how they’re changing Find out as much as possible about...