This Blog is for everyone wanting to become more customer centric.
We cover both online and offline best practices from across the globe. Select one fo the topic areas we cover or see our latest posts below.
In Today’s Competitive Market, AI is the Key to Winning Customer Loyalty
If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, […]
Maximising Customer Value: Answering Your Top Questions About Customer Centricity
As a customer-first strategist, I am frequently asked about customer centricity and the value it brings to a business when they adopt […]
The Little Known Disadvantages of a Customer-first Strategy
The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a […]
How Leaders can Successfully Lead a Customer-first Strategy Adoption
As a leader, you know that customer centricity is critical to the success of your business. However, it is not enough to […]
The Power of Emotional Intelligence in Driving Business Growth
Emotional Intelligence, or EQ, has emerged as a critical factor in driving business growth by enabling organisations to develop more meaningful customer […]
The Promise of AI and ML to Take Digital Marketing to the Next Level
Everyone seems to be talking about the impact of AI (artificial intelligence) and ML (machine learning) these days. As if ChatGPT wasn’t […]
Post Covid People are Searching for More Meaningful Connection & Engagement
I know, you probably don’t want to read yet another article about the post-pandemic era. But bear with me; this is about […]
Why a Customer-First Strategy Is Your Best Business Investment
A lot has been written about the benefits to customers of a company that adopts a customer-first approach. But many companies still […]
How Your Executive Team Can Ignite Enthusiasm for Your New Company Vision
Rapid market changes are being witnessed in many industries, forcing many companies to adopt a brand new company vision. Just see how […]
7 Reasons Why Your Customer First Strategy Adoption Will Fail!
Every CEO knows that a stronger customer focus can be the answer to many – dare I say most? – of their […]
Win Online: 9 Ways to Make a Great Website that Engages More Successfully
What makes a great website? What makes a website great for your customers? What makes a website great for your potential customers? […]
Essentials of a Customer First Strategy Every Industry Needs to Adopt
Every business should strive to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore often […]
5 Powerful Ways to Upgrade Your Customer Journey Maps
Mapping your customer journey is an important part of understanding and satisfying them better. Since the travel and leisure industries are still […]
10 Steps to Turn Trend Following into a Competitive Advantage
Most major organisations conduct some sort of societal trend following. It might surprise you to hear that I believe that this is […]
7 Ideas from Great Leaders to Make Your Leadership Style More Effective
I’d like to start this post with a story about some great leaders. As you know, I published my book Winning Customer […]
The New Qualities for Customer Service Excellence
The covid pandemic clearly highlighted those companies that truly care about their customers and which provide customer service excellence. If a company […]
5 Secrets You Need to Know About Brand Portfolio Success
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 […]
Adopting a Customer First Strategy. Even the Police Can Get it Right!
In most countries, the population have a love / hate relationship with their police. You can imagine my surprise, therefore, to find […]
Packaging: Are You Using This Free Channel For Communicating With Your Customers?
Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do […]
10 Ways to Improve Customer Centricity Today
Many of you know that it is vital to continuously improve your customer centricity. You must put the customer clearly at the […]
Are You Giving What Customers Want Today?
As a dedicated customer centricity champion, just like you, I spend a lot of my time researching what customers want, just like […]
Why Your Company Needs to Adopt a Customer First Strategy
Denyse Drummond-Dunn · What a customer first strategy means today “Never miss an episode. Subscribe on Apple Podcasts to get new episodes […]
How to Easily Use Customer Co-creation for Profitable Growth
One of my clients, who is following the 50 weekly actions for customer centric excellence as described in my book Winning Customer […]
The 6 Best Ways to Show you Respect Customers
I was recently asked to speak about how to build relationships with clients, in this case for a realtor association. In preparing […]
Got Data? It’s Never Big Enough For Business’s New Demands
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 […]
How Your Business Can Quickly Adopt a Customer First Strategy
Why would you want to quickly adopt a customer first strategy? Well, every few days there seems to be another customer service […]
The Exciting Future of Brand Building comes from Customer Centricity
Marketing is an old profession. It’s been around for hundreds of years in one form or another. But with the advent of […]
5 Rules for Rolling Out a Successful Local Brand into Global Markets
I remember reading an article in the Financial Times a few years ago, that challenged companies to search for a new style […]
You’re Not Competing In The Category You Think You Are! (The 5 Steps to Category Identification)
The first step of any business is to identify the category in which they are competing. This may surprise you, but you’d […]
How People Recognise Brands: I Can Guarantee It’s Not What You’re Thinking!
How do you think people recognise your brand? Is it by its logo, its colour, its pack, its jingle? Well, you may […]
The Risks of Not Knowing All 12 Essential Elements of Your Target Customer
I think it’s pretty clear to everyone in business that NOT knowing your target customers costs a lot – sometimes the business […]
13 Most Inspiring Marketing Quotes and Questions to Live By in 2022
Are you like most businesses? Do you have a plan you are following that will (hopefully) enable you to reach your goals? […]
Top 10 Most Popular Articles on Customer Centricity of 2021
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 not a Disruptor, but a Powerful Customer-First Strategy is!
Technology is often seen by marketing as a disruptor of business as usual, but it isn’t. Technology is in fact an enabler, […]
10 Ways to Immediately Improve Your Customer Centricity
We all know that adopting a customer-first strategy is essential for business growth and profitability. However, customer centricity has become even more […]
Never Give Up! How to Succeed in Business When Everyone Else is Failing
I was recently reminded of a famous and inspiring quote from Winston Churchill’s address to Harrow School in the UK back in […]
Do Companies Still Benefit From Having a Market Research Department?
What’s your gut response to the title question about Market Research Departments? Yes? No? Being Swiss I would say it depends! I […]
7 Secrets to Business Growth from Leading Global Brands
Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get […]
Your Brand has an Image, but Does it Have a Great Personality too?
Your brand is not what you think it is! It’s what your customers think it is; its brand image, personality and its […]
Five Brilliant Ideas to Boost your Insight Development
Insights are the pot of gold that many businesses dream of but rarely find. Why is that? Are you one of them? […]
The 23 Keys to Creating Raving Fans Part 2
This is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) […]
The 23 Keys to Creating Raving Fans Part 1
This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. Exceptionally, I am publishing it […]
How to Make a Great Customer-Centric Web Design
Web design is a variable that changes as fast, if not faster than we can get our latest creation published! In just […]
24 Factors to Consider in Pricing your Product, Service or Solution.
We have a treat for you today. It’s a guest post from the highly respected global expert on customer centricity, Alan Hale […]
Should CMOs Concentrate on Brand Building or Business Growth?
Do you remember when Coca-Cola did away with their CMO in favour of a Chief Growth Officer? Then two years later they […]
How to Sell More to Less People: Essentials of Segmentation
Businesses often make the mistake of trying to sell to everyone. Are you guilty of this? Why is this a mistake? Well, […]
How to Measure Customer Centricity the Right Way
Denyse Drummond-Dunn · How to measure customer centricity the right way As a customer-first strategist (just like you I hope), I spend […]
The 5 Essential Rules of Customer Observation for Greater Business Success
One of the best ways I know to understand your customers is to watch and listen to them whenever you can. Customer […]
The Good, Bad and Downright Ugly Parts of a Head of Marketing Job
“Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.” Did you know that the […]
A Winning Marketing Plan: 9 Questions Every Marketer Should Be Able To Answer
What does it take to write a winning marketing plan? Every marketer writes a marketing or business plan each year don’t they, […]
How to Cheat The Customer – or Not!
Why do companies still try to cheat their customers? Is it because they think we won’t notice? Or do they believe that […]
Top 20 Most Popular Customer Centricity Articles of 2020
Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, […]
Are Smart Things Really Smart or is it Just Smart Marketing?
Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “AI and ML […]
Why UX Design is Vital to User Satisfaction and Ongoing Job Security
One of the greatest changes that the current pandemic has prompted, is the increase in the use of technology. From smarter homes […]
How Understanding Shoppers Can Save Retail
We need to better understand shoppers. Why? Because retail is in crisis. Investment in brick-and-mortar stores has declined 30% in the US […]
The 7 Keys to Word-of-Mouth Marketing
Ever wonder how to get more people talking about your business? It’s simple. Offer them incredible products and services that solve their […]
Is the Future of Retail, Physical or Virtual? Is This Just a Reset or Do we Need a Full Reboot?
Will the future of retail be without physical outlets? I remember having a very interesting discussion with a new client a couple […]
How to Succeed in Leadership, Marketing, Innovation and Insight
Although I love quotes, especially about how to succeed, I love success even more. Do you? One of my favourite quotes on […]
How to Improve Customer Centricity in Hospitality
The title of this week’s post might surprise you. After all, the hospitality industry should be highly customer centric, as it relies […]
Why Technology Won’t Help You Understand Your Customers
Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only […]
7 Ways to Deliver Awesome Customer Service
How can some companies get customer service so wrong?! This week I have a longer post than usual, but one that will [...]
Are You Still Using The Marketing 5Ps? Move To The Improved 7Qs.
Denyse Drummond-Dunn · Are You Still Using The Marketing 5Ps? Move To The Improved 7Qs. “Never miss an episode. Subscribe on Apple […]
Getting to Yes: A 7-step Roadmap to Successful Project Management
I’ve been involved in hundreds of successful project management initiatives over my career. I’ve been the leader, sponsor or team member, which […]
How the Best Marketers are Getting More Actionable Insights
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.
Today’s Toughest Marketing Challenge is Not Customer Satisfaction!
We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us […]
The Best Ways To Improve Innovation With Better Ideation & Insights
One of the most frequent questions I get asked by my clients is how they can improve their innovation. Whether they are [...]
What Customer First Strategies Really Are (And What They’re Not!)
Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting […]
How Marketers Can Benefit From More Than Technology: Modern Marketing
Just like most entrepreneurs and business people, I go to my fair share of conferences. I believe that marketers can benefit from […]
Ten Reasons Why You Should NOT Conduct Market Research
If you commission or conduct market research, then this post is a must-read. It shares ten important reasons I have learnt over […]
Top 10 Posts on Brand Building Strategies of 2018
A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and [...]
The Secrets to Growth. How to Get New Customers
This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original […]
What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence
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 Service For Your Clients?
How Can You Provide Better Services For Your Client? This is a great question isn’t it? It was asked recently on Quora […]
Three Clever Ways to Know the Competition Better
What is the secret to success in business? That’s easy! It’s how well you know the competition. Alright, maybe this is a […]
How to Update Your Marketing with a Customer First Strategy
All marketers know their marketing 5Ps, but how do you update your marketing when you adopt a customer first strategy? Here are […]
5 Business Success Factors (So You’re Ready for Anything!)
We are sweltering in the Northern Hemisphere with record temperatures, so here’s a “cool” idea on how businesses can get ready for […]
How Well Do you Know Your Customers? 13 Questions your Boss Expects you to Answer
Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects […]
Top 10 Marketing Infographics to Smash 2018 (Inspiration for the Visual World)
One of C3Centricity’s annual traditions is to publish a post which shares the best marketing infographics of the previous twelve months. Here […]
Why You Struggle To Meet Your Business Objectives (And how to Crush them)
“There may be customers without brands, but there are NO brands without customers!” I am often quoted as saying this and yet […]
Customer Centricity is Today’s Business Disruptor (Insights are its Foundation)
I’ve just returned from a speaking invitation in Las Vegas. It was an incredible Symposium run by Sitecore and I was blown […]
Smart Marketing for Smart Customers (What Marketers Need to Know Today)
Our customers are getting smarter every day. But are we performing smart marketing too? I don’t think so. When I have the […]
7 Essential Steps to Successful Business Projects (A Useful Roadmap)
Although there is no magic bullet to transform your business into a successful powerhouse, I have witnessed similarities amongst those that grow […]
Beat the Competition Next Year (Higher growth, profitability, innovation)
After the mid-year break – and this year it started way sooner thanks to covid-19 – most organisations get into their planning […]
You’re missing out on A Free Communication Channel! (Any guesses what it is?)
Denyse Drummond-Dunn · You’re missing out on A Free Communication Channel! (Any guesses what it is?) “Never miss an episode. Subscribe on […]
How to Innovate Successfully (What You’re Still Getting Wrong!)
I’ve written a number of posts on innovation and yet I still get client requests to further help them innovate successfully! One […]
A Customer-First Approach to Successful Innovation (and 3 Secrets Shared)
Denyse Drummond-Dunn · A customer-first approach to successful innovation “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as […]
Why Customers Are The Answer To All Your Problems (If You Ask the Right Questions)
Last week I asked whether it is employees or customers who are more important to an organisation. If you missed it read […]
Customers Care About a Product’s Value, Not How the Company Treats Employees
Your customers only really care about themselves and your product’s value to them! I’ve been a customer champion for most of my […]
What a Short Hospital Stay Taught me About Customer Experience
Examples of exceptional customer experience can come from anywhere! You know that. You keep your eyes and ears open and find inspiration everywhere. So […]
Sourcing and Services Matter: Why Price Alone Won’t get your Customers to Stay
Price wars are a standard challenge of marketers, whether working on the retail or manufacturing side. They have become more frequent in […]
Does your Organisation Really Need a Market Research Department? And in the Future?
There’s been a lot of talk recently about New Marketing; how communication is now all about engagement, how the consumer is boss […]
The Great Trends Hoax: They don’t give a Business a Competitive Advantage
Do you follow trends? I bet you do! Everyone likes talking about the future, imagining what it might hold and then taking […]
The 7 Essentials of Customer Centric Websites
I was recently reviewing corporate FMCG / CPG websites and what a shock I got! These are organisations with the consumer in […]
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