by Denyse Drummon-Dunn | May 29, 2022 | Cornerstone content, CX, Strategy
One of my clients, who is following the 50 weekly actions for customer-centric excellence as described in my book Winning Customer Centricity, recently asked me for some ideas on how to better manage their customer co-creation. Working more closely with customers is...
by Denyse Drummon-Dunn | May 15, 2022 | Cornerstone content, CX, Strategy
[vc_row][vc_column][vc_column_text] 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...
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 | 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 | May 1, 2021 | Analysis, CX, Insight
[vc_row][vc_column][vc_column_text] Businesses often make the mistake of trying to sell to everyone, rather than running a segmentation. Are you guilty of this? Why is this a mistake? Well, if you try to please everyone you end up delighting no one. This is why...
by Denyse Drummon-Dunn | Mar 25, 2021 | Cornerstone content, CX
[vc_row][vc_column][vc_column_text] 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. So when was the last time you got...
