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

Every business should strive to improve their customers' experience with their products and services. Adopting a customer first strategy is therefore often mentioned as a company objective. Unfortunately, it rarely goes beyond the theory in most organisations, so I decided...

Mapping your customer journey is an important part of understanding and satisfying them better. Since the travel and leisure industries are still in turmoil after covid, I believe that now is a good time to review how they treat their...

I'd like to start this post with a story about some great leaders. As you know, I published my book Winning Customer Centricity a few years ago. And being the customer centric champion that I am, I wanted to ensure...

The covid pandemic clearly highlighted those companies that truly care about their customers and which provide customer service excellence. If a company claims to be customer centric, they must not just talk the talk, but walk the talk too. The...

How do you know when your brand portfolio has too many variants? In my opinion, the answer is that it’s when you can’t answer that question! Can you? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide...

In most countries, the population have a love / hate relationship with their police. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! Let me explain...

Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do you consider it to be an integral part of your connection with your customers at an important moment...

Many of you know that it is vital to continuously improve your customer centricity. You must put the customer clearly at the heart of your business in everything you do. But that's easier said than done because your customers are...

As a dedicated customer centricity champion, just like you, I spend a lot of my time researching what customers want, just like you do too, I hope. In this period of great global unrest, understanding our customers has become more...

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...