This Blog is for everyone wanting to become more customer centric.

If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, […]

As a customer-first strategist, I am frequently asked about customer centricity and the value it brings to a business when they adopt […]

The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a […]

As a leader, you know that customer centricity is critical to the success of your business. However, it is not enough to […]

Emotional Intelligence, or EQ, has emerged as a critical factor in driving business growth by enabling organisations to develop more meaningful customer […]

Everyone seems to be talking about the impact of AI (artificial intelligence) and ML (machine learning) these days. As if ChatGPT wasn’t […]

I know, you probably don’t want to read yet another article about the post-pandemic era. But bear with me; this is about […]

A lot has been written about the benefits to customers of a company that adopts a customer-first approach. But many companies still […]

Rapid market changes are being witnessed in many industries, forcing many companies to adopt a brand new company vision. Just see how […]

Every CEO knows that a stronger customer focus can be the answer to many – dare I say most? – of their […]

What makes a great website? What makes a website great for your customers? What makes a website great for your potential customers? […]

Every business should strive to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore often […]

Mapping your customer journey is an important part of understanding and satisfying them better. Since the travel and leisure industries are still […]

Most major organisations conduct some sort of societal trend following. It might surprise you to hear that I believe that this is […]

I’d like to start this post with a story about some great leaders. As you know, I published my book Winning Customer […]

The covid pandemic clearly highlighted those companies that truly care about their customers and which provide customer service excellence. If a company […]

How do you know when you have too many variants in your brand portfolio? In my opinion, the answer is that it’s when you […]

In most countries, the population have a love / hate relationship with their police. You can imagine my surprise, therefore, to find […]

Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do […]

Many of you know that it is vital to continuously improve your customer centricity. You must put the customer clearly at the […]

As a dedicated customer centricity champion, just like you, I spend a lot of my time researching what customers want, just like […]

Denyse Drummond-Dunn · What a customer first strategy means today “Never miss an episode. Subscribe on Apple Podcasts to get new episodes […]

One of my clients, who is following the 50 weekly actions for customer centric excellence as described in my book Winning Customer […]

I was recently asked to speak about how to build relationships with clients, in this case for a realtor association. In preparing […]

Did the title that you’ve got data make you curious? Great!  Of course, in today’s data-rich environment I’m not really suggesting that […]

Why would you want to quickly adopt a customer first strategy? Well, every few days there seems to be another customer service […]

Marketing is an old profession. It’s been around for hundreds of years in one form or another. But with the advent of […]

I remember reading an article in the Financial Times a few years ago, that challenged companies to search for a new style […]

The first step of any business is to identify the category in which they are competing. This may surprise you, but you’d […]

How do you think people recognise your brand? Is it by its logo, its colour, its pack, its jingle? Well, you may […]

I think it’s pretty clear to everyone in business that NOT knowing your target customers costs a lot – sometimes the business […]

Are you like most businesses? Do you have a plan you are following that will (hopefully) enable you to reach your goals? […]

Happy New Year to all you Customer-first strategists. May your year by bright and your customers surprised and delighted! Each January we […]

Technology is often seen by marketing as a disruptor of business as usual, but it isn’t. Technology is in fact an enabler, […]

We all know that adopting a customer-first strategy is essential for business growth and profitability. However, customer centricity has become even more […]

I was recently reminded of a famous and inspiring quote from Winston Churchill’s address to Harrow School in the UK back in […]

What’s your gut response to the title question about Market Research Departments? Yes? No? Being Swiss I would say it depends! I […]

Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get […]

Your brand is not what you think it is! It’s what your customers think it is; its brand image, personality and its […]

Insights are the pot of gold that many businesses dream of but rarely find. Why is that? Are you one of them? […]

This is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) […]

This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. Exceptionally, I am publishing it […]

Web design is a variable that changes as fast, if not faster than we can get our latest creation published! In just […]

We have a treat for you today. It’s a guest post from the highly respected global expert on customer centricity, Alan Hale […]

Do you remember when Coca-Cola did away with their CMO in favour of a Chief Growth Officer? Then two years later they […]

Businesses often make the mistake of trying to sell to everyone. Are you guilty of this? Why is this a mistake? Well, […]

Denyse Drummond-Dunn · How to measure customer centricity the right way As a customer-first strategist (just like you I hope), I spend […]

One of the best ways I know to understand your customers is to watch and listen to them whenever you can. Customer […]

“Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”   Did you know that the […]

What does it take to write a winning marketing plan? Every marketer writes a marketing or business plan each year don’t they, […]

Why do companies still try to cheat their customers? Is it because they think we won’t notice? Or do they believe that […]

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, […]

Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “AI and ML […]

One of the greatest changes that the current pandemic has prompted, is the increase in the use of technology. From smarter homes […]

We need to better understand shoppers. Why? Because retail is in crisis. Investment in brick-and-mortar stores has declined 30% in the US […]

Ever wonder how to get more people talking about your business? It’s simple. Offer them incredible products and services that solve their […]

Will the future of retail be without physical outlets? I remember having a very interesting discussion with a new client a couple […]

Although I love quotes, especially about how to succeed, I love success even more. Do you? One of my favourite quotes on […]

The title of this week’s post might surprise you. After all, the hospitality industry should be highly customer centric, as it relies […]

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only […]

How can some companies get customer service so wrong?! This week I have a longer post than usual, but one that will [...]

Denyse Drummond-Dunn · Are You Still Using The Marketing 5Ps? Move To The Improved 7Qs. “Never miss an episode. Subscribe on Apple […]

I’ve been involved in hundreds of successful project management initiatives over my career. I’ve been the leader, sponsor or team member, which […]

Marketing often jumps from information to insight, to the frustration of market research. But the best marketers know that closer collaboration and sharing enables greater underst anding and deeper insights.

We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us […]

One of the most frequent questions I get asked by my clients is how they can improve their innovation.  Whether they are [...]

Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting […]

Just like most entrepreneurs and business people, I go to my fair share of conferences. I believe that marketers can benefit from […]

If you commission or conduct market research, then this post is a must-read. It shares ten important reasons I have learnt over […]

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and [...]

This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original […]

If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers […]

How Can You Provide Better Services For Your Client? This is a great question isn’t it? It was asked recently on Quora […]

What is the secret to success in business? That’s easy! It’s how well you know the competition. Alright, maybe this is a […]

All marketers know their marketing 5Ps, but how do you update your marketing when you adopt a customer first strategy? Here are […]

We are sweltering in the Northern Hemisphere with record temperatures, so here’s a “cool” idea on how businesses can get ready for […]

Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects […]

One of C3Centricity’s annual traditions is to publish a post which shares the best marketing infographics of the previous twelve months. Here […]

“There may be customers without brands, but there are NO brands without customers!” I am often quoted as saying this and yet […]

I’ve just returned from a speaking invitation in Las Vegas. It was an incredible Symposium run by Sitecore and I was blown […]

Our customers are getting smarter every day. But are we performing smart marketing too? I don’t think so. When I have the […]

Although there is no magic bullet to transform your business into a successful powerhouse, I have witnessed similarities amongst those that grow […]

After the mid-year break – and this year it started way sooner thanks to covid-19 – most organisations get into their planning […]

Denyse Drummond-Dunn · You’re missing out on A Free Communication Channel! (Any guesses what it is?) “Never miss an episode. Subscribe on […]

I’ve written a number of posts on innovation and yet I still get client requests to further help them innovate successfully! One […]

Denyse Drummond-Dunn · A customer-first approach to successful innovation “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as […]

Last week I asked whether it is employees or customers who are more important to an organisation. If you missed it read […]

Your customers only really care about themselves and your product’s value to them! I’ve been a customer champion for most of my […]

Examples of exceptional customer experience can come from anywhere! You know that. You keep your eyes and ears open and find inspiration everywhere. So […]

Price wars are a standard challenge of marketers, whether working on the retail or manufacturing side. They have become more frequent in […]

There’s been a lot of talk recently about New Marketing; how communication is now all about engagement, how the consumer is boss […]

Do you follow trends? I bet you do! Everyone likes talking about the future, imagining what it might hold and then taking […]

I was recently reviewing corporate FMCG / CPG websites and what a shock I got! These are organisations with the consumer in […]