Denyse's Blog is for Every Leader Who Wants to Put Customers at the Heart of Their Business to Accelerate Growth and Profitability

Organizations must be agile and adaptable to thrive in today's rapidly evolving business landscape. This is why atomic change is more effective than quantum disruption. The traditional approach to turbulent times has always been a monumental, top-down transformation. But this...

Last week I spoke about the importance of actioning customer feedback, so I want to now focus on continuous improvement by using the information to optimise the brands and services you offer.   The Customer's Need for Continuous Improvement The...

Difficult customers! Every business has them, and no one likes to get customer feedback that is challenging to handle. So what's the secret to turning difficult customers into loyal advocates? The most important thing to remember is not to think...

The World Has Changed. Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Let me explain. Many people think that customer centricity is the same as customer experience. They're wrong! At least...

Here at C3Centricity, we publish books (Winning Customer Centricity), articles and training on customer centricity, because we're passionate about helping companies to successfully adopt a customer-first strategy. Since we founded C3Centricity in early 2011, one of our traditions has been...

Whenever several people ask me to share my strategies for achieving business growth, it indicates that something significant is happening in the marketplace. This is precisely what happened to me a few months ago. No less than two of my...

Artificial Intelligence (AI) has become an integral part of our daily lives and has revolutionized how we interact with technology and businesses. This post discusses how to use AI to enhance customer experience with another AI, authentic interactions. Over the...

When facing a challenging business environment, which these days is true for almost every industry, companies don't always have the time to make considered decisions. Agility has become a much-needed skill. So, how can companies be better prepared for whatever...

Customer satisfaction doesn't last as long as it used to. We've all become extremely demanding, thanks to constant new offers of innovation and novelty. Today, we want things better, faster and sometimes cheaper as well. And customer satisfaction is becoming...

How can some companies deliver awesome customer service while others get it so totally wrong?! I want to share a personal story of disinterested client support with you this week. From it, I have drawn seven learnings for everyone wanting...