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

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...

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...

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 you ignore it, rather the opposite! But in working with clients around the world and in numerous industries...

Why would you want to quickly adopt a customer first strategy? Well, every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. Amongst the most notable recent examples include...

Marketing is an old profession. It's been around for hundreds of years in one form or another. But with the advent of digital in the early 80's, companies began taking a serious look at their marketing strategies. Many organisations realised...

I remember reading an article in the Financial Times a few years ago, that challenged companies to search for a new style of marketer. Now you might be forgiven for thinking that they were speaking about the current need for...

The first step of any business is to identify the category in which they are competing. This may surprise you, but you'd be amazed just how many brands are not in the category they think they are. When was the...

How do you think people recognise your brand? Is it by its logo, its colour, its pack, its jingle? Well, you may be surprised to learn these are all only pieces of the puzzle. A brand is a combination of...