Category: Brand Innovation

Breaking The Glass Ceiling: 7 Essential Truths Smart Women (and Men) Need to Know

Posted on by Denyse Drummond-Dunn

After three decades navigating corporate leadership from London’s trading floors to Swiss boardrooms, I’ve discovered why breaking the glass ceiling isn’t enough for smart women (or men)!

If you prefer to listen rather than read:

The Numbers Tell Only Half the Story

Recent statistics show 10.4% of Fortune 500 CEOs are now women – a record high in 2024.

McKinsey reports that for every 100 men promoted from entry-level to manager, only 87 women make the same climb. By senior management, the ratio drops to 82 women for every 100 men. At the C-suite level? Just 74 women!

And although female workers typically outperform their male counterparts, men are more likely to get promoted, research by Kelly Shue, a professor of finance at Yale School of Management shows.

All these numbers reveal a pattern, but they hide a more profound truth.

Through my journey working across more than 125 countries and multiple industries, I’ve uncovered seven essential truths that every smart woman (and man!) needs to know about getting to the power at the top.

I’ll be sharing them in a Masterclass this coming Sunday; sign up to learn more.

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1. Visibility Is a Double-Edged Sword

When one of my bosses stuttered and physically trembled during our meetings together, it wasn’t weakness – it was fear. And I was lucky enough to recognise this and adapt my behaviour.

Korn Ferry research shows that senior management, including CEOs (71%) and other senior executives (65%) are more likely than early-stage professionals (33%) to exhibit signs of imposter syndrome.

However, what’s rarely discussed is how this manifests as aggression toward rising women leaders, as my experience clearly showed.

The Harvard Business Review found that women leaders are 1.4 times more likely to be dismissed for mistakes and twice as likely to be criticised for their communication style.

Yet paradoxically, being invisible isn’t the answer either.

Strategic visibility requires understanding the delicate balance between presence and power.

Dr. Kizzmekia Corbett, the lead scientist behind the Moderna COVID-19 vaccine, navigated intense scrutiny and bias in the STEM field. Her strategic visibility and unwavering expertise not only advanced her career but also made significant scientific contributions that saved lives.

Key Takeaway: Strategically increase your visibility by volunteering for high-impact projects that align with your strengths and career goals.

 

2. Power Fears What It Can’t Control

In another position, my assistant was encouraged to spy on me and report my actions back to my boss.

When she confessed it to me, but only because the promised promotion didn’t happen, conventional wisdom suggests that I should try to rebuild trust.

Instead, I chose to professionally distance myself. We continued to collaborate but from then onwards, I only shared necessary information with her.

According to the Workplace Institute, 45% of damaged workplace relationships never recover, and attempting forced reconciliation often decreases productivity by 32%.

Modern power dynamics research shows:

  • 67% of women leaders face covert surveillance
  • 58% experience subtle undermining from peers
  • 73% report indirect challenges
… Click to continue reading

How Influencer Marketing is Redefining Consumer Engagement and Market Success

Posted on by Denyse Drummond-Dunn

The consumer packaged goods (CPG) industry is undergoing another profound transformation, driven by the rise of brands expanding their influencer marketing.

These ventures, spearheaded by social media personalities, redefine how products are launched, marketed, and consumed.

By leveraging authenticity, pre-built audiences, and direct engagement, influencers are disrupting traditional brands and creating entirely new market dynamics.

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The Power of Influencer-Led Brands

Influencers have built careers on relatability, trust, and engagement with their audiences. This unique connection translates seamlessly into the consumer marketplace.

When Logan Paul and KSI launched Prime Hydration in 2022, their built-in fan base helped propel the brand to $1.2 billion in sales within just one year. This staggering success highlights how influencers can skip the slow burn of traditional brand-building and go straight to market dominance.

Similarly, Emma Chamberlain’s Chamberlain Coffee leverages her personal brand as a coffee enthusiast. By aligning her product with her authentic interests, she not only attracts her YouTube followers but also a wider audience of coffee lovers. The brand recently secured $7 million in funding to expand its reach, showing that authenticity paired with strategic growth can be a winning formula.

Another standout example is MrBeast’s Feastables. Known for his elaborate and charitable YouTube stunts, MrBeast created a snack brand that mirrors his fun and engaging online persona. Within a few months of launch, Feastables generated $10 million in sales. MrBeast’s willingness to involve his audience in the brand’s journey, such as soliciting feedback on packaging and flavors, has solidified the brand’s appeal.

Even in the personal care space, influencer-led brands are making waves. Jake Paul’s W body care brand raised $11 million in Series A funding in mid-2024, signaling that influencer-led ventures are not limited to snacks and beverages. W’s young, male audience is drawn not just to the product but to the personality behind it, showcasing how effective these ventures can be at capturing niche markets.

 

Authenticity as a Key Differentiator

Authenticity is the cornerstone of influencer-led brands.

Consumers increasingly seek transparency and connection, valuing brands that reflect their own values.

For example, MrBeast’s Feastables infuses the influencer’s playful yet philanthropic ethos. Feastables earned $10 million in chocolate bar sales within its first few months by resonating deeply with MrBeast’s audience.

Established CPG brands can learn from this. Dove’s Real Beauty campaign is a standout example of how a traditional brand can also build authenticity. By shifting the focus from products to shared values, Dove has sustained consumer trust for over a decade, demonstrating that even large brands can adapt this influencer-driven strategy.

Another great example is Nike. By consistently aligning its campaigns with cultural and societal values, Nike has managed to remain relevant across generations. Its collaboration with Colin Kaepernick, despite being polarizing, resulted in a 31% spike in online sales and reinforced its position as a brand that stands for something bigger than its products.

The rise of influencer-led brands also highlights the importance of storytelling. Consumers are drawn … Click to continue reading

Insight, Innovation and Inclusive Leadership: The New Business Success Formula

Posted on by Denyse Drummond-dunn

Organisations are facing unprecedented challenges in remaining competitive and maintaining business success in 2025.

The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership.

Let’s explore why this powerful trinity is more relevant than ever in 2025 and how you can leverage it to grow your business.

Prefer to listen to the podcast? Click below.

Why These Three Pillars Matter Now More Than Ever

The numbers tell a compelling story.

McKinsey’s latest research reveals that companies effectively combining these three elements outperform their peers by an astounding 85% in sales growth and more than 25% in gross margin. But what makes this combination so powerful?

 

Deep Customer Insights Power Business Success

Insight is the cornerstone of every successful strategy.

The key difference between successful and struggling companies? Top performers turn data into actionable intelligence that drives decision-making at all levels.

McKinsey reports that companies using customer insights for decision-making are 60% more likely to achieve above-market growth rates!

The true value of insights comes when they bridge the gap between raw data and real-world application, allowing businesses to anticipate consumer needs, optimize operations, and refine strategies.

Gone are the days when gut feelings drove business decisions. Modern market leaders demonstrate the transformative power of customer insights:

– One standout example is Spotify’s “Wrapped” campaign. In 2023, Spotify used not just user listening data but an understanding of the emotional drivers behind their customers’ listening habits—self-reflection and social sharing. By tapping into this human desire, Spotify’s campaign led to over 30 billion streams, showcasing the power of customer insights in driving engagement and brand loyalty.

– Nike’s adaptive clothing line, developed through extensive consultation with disabled athletes, opened entirely new market segments

– P&G’s open innovation platform has revolutionized their product development process by incorporating external perspectives

But it’s not just consumer-facing data that drives success.

Internal business insights—such as employee feedback, operational inefficiencies, and market trends—are equally crucial.

Companies that develop a culture of continuous insight-gathering and sharing can make smarter, more informed decisions at all levels.

Does your Insight Development Process need an upgrade? Click below and check out our two-hour online masterclass for marketers and market researchers.

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Innovation: The Competitive Edge Amplifier of Business Success

Recent PwC research shows that 61% of CEOs view innovation as their top priority for achieving long-term growth.

But here’s what’s fascinating: successful innovation in 2025 looks vastly different from what we’ve seen before.

Innovation is not just about creating groundbreaking products or services; it’s about creating solutions that drive long-term value.

BCG’s latest report revealed that top innovators share three core practices:

  • Maintaining investment in innovation even during downturns
  • Leveraging advanced technologies like AI to drive innovation
  • Aligning innovation with sustainability goals alongside profitability

Microsoft offers a powerful example of how innovation can drive meaningful change. Instead of treating AI as a standalone technology, Microsoft integrated AI tools into their product suite to enhance real user productivity.

The result? A 40% increase in … Click to continue reading

Why Your AI Marketing Strategy Is Failing (And How to Fix It)

Posted on by Denyse Drummond-Dunn

The promise of AI in marketing has never been greater!

But if you’re like most CPG CMOs, your AI investment isn’t delivering the promised returns.

IDC’s latest Worldwide Artificial Intelligence Spending Guide shows that the global AI software market is expected to reach $251.4B by 2027, far exceeding earlier projections. However, most organisations are seeing disappointing returns on their AI investments. (Source)

This is confirmed by McKinsey’s 2023 State of AI report, 50% of organizations are using AI in at least one business function, but only 27% report seeing tangible cost savings! (Source) 

The disconnect? It’s not the technology that’s failing – it’s how we’re using it.

As Laurie Buczek, Group Vice President, Executives Insights and Leadership Services at IDC said when launching their latest FutureScape report:

Marketing’s future is represented by AI-fueled transformation. We only see the tip of the iceberg today, and lying underneath is a world where AI becomes the new operational fabric of marketing and sales, redefining the role of marketing, the people who work within marketing, and the way brands deliver a compelling, engaging customer experience.”

As a CMO, you’ve likely already invested in AI tools. Perhaps you’re using them for content creation, basic analytics, or campaign optimisation.

But here’s the uncomfortable truth: if you’re like 62% of organizations, you’re barely scratching the surface of AI’s potential.

So to help, here are a number of common failures and their solutions. You can thank me later!

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Failure #1: The Single-Tool Trap
Most CPG brands fall into what McKinsey terms “point-solution paralysis.”

You’ve invested in an AI content tool or basic analytics platform, but it operates in isolation.

According to Adobe’s 2024 Digital Trends Report, this approach captures only 25% of potential ROI. (Source)

The Fix: Consider how P&G transformed their approach. By implementing what their Global CMO calls an “AI ecosystem,” they integrated multiple AI models across their brand portfolio.

The result? A 30% reduction in marketing waste across their brand portfolio. (Source)

Their system connects predictive analytics, consumer sentiment analysis, and dynamic segmentation in real-time.

 

Failure #2: Outdated Mental Availability Measurement
Byron Sharp’s research at the Ehrenberg-Bass Institute shows that 83% of brands either measure mental availability incorrectly or not at all. In today’s rapid-fire digital environment, annual brand tracking studies are like using a sundial to time a sprint.

The Fix: Nike’s revolutionary approach leverages continuous AI monitoring across 50 million weekly customer interactions. Their “Consumer Intelligence Network” automatically tracks and adjusts brand signals, leading to a 40% increase in digital engagement, a 28% increase in consideration rates and identification of $2 billion in new category opportunities. (Source)

 

Failure #3: Static Segmentation Paralysis
In the fast-moving CPG space, traditional annual segmentation is dangerously outdated. McKinsey’s 2024 Consumer Insights report reveals that 71% of brands still rely on annual studies, missing crucial … Click to continue reading

The Most Popular CPG BLOG Posts of 2024 on Consumer Centricity

Posted on by Denyse Drummond-Dunn

Here at C3Centricity, we publish books (Winning Customer Centricity, The Winning Secrets Series), articles, online courses and one of the most popular CPG blogs on customer centricity.

That’s because we’re passionate about helping companies successfully adopt a customer-first strategy.

Since we founded C3Centricity in early 2011, one of our traditions has been to share the most popular posts on customer experience at the beginning of each new year. 

This past year has been particularly successful for C3Centricity, with many of our newest books and posts getting the top scores globally! This is quite tough for a blog that has been running for over 13 years and highlights the quality of the content we share each month.

If you’re not yet subscribed, click the link below so you don’t continue to miss the great content we share.

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Of course, a few perennials have also appeared in our top 10 list for years, such as the ones on insight development and customer observation.

Since no brand is successful without a foundational insight, and customer understanding is its essential basis, these two will always be popular. They have also remained on Google’s first page for years, which certainly confirms their never-ending need for marketers to fully master.

Take a look at the Top 10 articles of 2024, and see if your own favourites are there.

If not, then please let us know in the comments. Thanks.

Remember to click the title of any posts you missed to read the full content.

If you prefer to listen rather than read:

 

1. The Power of Atomic Change to Unlock Quantum Growth in Any Business

atomic change

In this article, C3Centricity explores the concept of “atomic change”—the idea that small, carefully chosen shifts or improvements can combine to produce “quantum growth” for a business. The powerful new process QC2™ … Beyond CX was launched at the beginning of the year, so it is understandable that the introduction was the most popular post of the year.

In the article, we emphasize that while many organizations chase big, flashy transformations, it is often a series of minor, incremental adjustments that truly move the needle over the long run.

A key takeaway is that by focusing on one small area of improvement at a time—such as fine-tuning a customer insight process or adjusting team workflows—companies can gain significant benefits that accumulate and accelerate. The post draws parallels to the principle of marginal gains used in elite sports: tiny enhancements in diverse areas can lead to an outsized overall impact.

To implement atomic change successfully, it is suggested to:

  • Define a clear vision and metrics so that each small improvement is purposeful.
  • Ensure alignment and buy-in across the organization to sustain momentum.
  • Encourage a culture of ongoing learning, open feedback, and continuous iteration.

It concludes by saying that when organizations consistently apply a mindset of small, strategic shifts, they unlock powerful—sometimes exponential—growth and

… Click to continue reading

Why Hyper-Personalisation Matters in Delighting Your Consumers

Posted on by Denyse Drummond-Dunn

Modern consumers are no longer satisfied with generic experiences.

They expect brands to know their preferences, anticipate their needs, and deliver tailored solutions that feel relevant and meaningful.

Hyper-personalisation—a strategy that uses advanced analytics, real-time data, and artificial intelligence (AI)—enables companies to meet these expectations.

In a competitive landscape where consumers are increasingly selective about the brands they support, hyper-personalisation has emerged as a crucial differentiator.

This
strategy enhances consumer loyalty, drives engagement, boosts sales, and establishes long-term market leadership.

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What Is Hyper-Personalisation?
Hyper-personalization integrates real-time data, advanced analytics, and AI technologies to deliver highly individualised consumer experiences. Unlike traditional personalisation, which typically involves broad segmentation or limited customisation, hyper-personalization uses a more granular approach to tailor every aspect of the consumer journey.

Definition in Context:
While traditional personalisation might include addressing consumers by their first name in an email, hyper-personalization extends to creating dynamic, one-to-one interactions based on purchase history, browsing behavior, and real-time context. This enables brands to provide deeply relevant and meaningful experiences that resonate with consumers.

Example:
Diageo’s “What’s Your Whisky” tool is a standout example of hyper-personalisation in action.

By analysing consumer flavour preferences through a simple digital quiz, the company offers tailored whisky recommendations. This initiative, rolled out across Europe and North America, increased online engagement by over 20% in 2022, underscoring the effectiveness of such targeted strategies (source).


The Strategic Importance of Hyper-Personalization

1. Driving Consumer Loyalty

Hyper-personalization builds emotional connections with consumers by making them feel valued and understood. Emotional bonds are critical in driving loyalty, as consumers are more likely to return to brands that demonstrate a deep understanding of their needs.

Example (Europe):
Nespresso’s use of purchase history and preference data to create personalized product recommendations has significantly enhanced customer loyalty. In 2023, tailored email campaigns in Germany and France achieved a 25% higher open rate than generic emails, driving repeat purchases and long-term customer engagement (source).

According to Epsilon, 80% of consumers are more likely to make a purchase when brands offer personalised experiences (source).


2. Increasing Conversion Rates

Hyper-personalization is not just about building relationships; it’s also about driving immediate results. By offering tailored recommendations, brands can significantly boost conversion rates and average order value.

Example (Asia):
Alibaba’s Tmall Genie smart speaker integrates with consumer appliances to provide hyper-personalized shopping lists and reminders. During the 2023 Chinese New Year, the platform’s recommendations for festive groceries and decorations drove a 30% increase in repeat purchases (source).

Statistic:
McKinsey reports that personalization can reduce acquisition costs by as much as 50% and lift revenues by 5–15% (source).


3. Strengthening Brand Differentiation

In saturated markets, hyper-personalization helps brands stand out by creating unique and memorable experiences.

Example (Global):
Coca-Cola’s Freestyle vending machines allow consumers to create custom beverage blends. The data collected from these machines has informed the launch of new products tailored to emerging … Click to continue reading

Unlocking Customer Loyalty and Trust with Supply Chain and Brand Transparency

Posted on by Denyse Drummond-Dunn

As consumers become more informed and discerning, the demand for brand transparency is intensifying, especially in the Consumer Packaged Goods (CPG) industry.

People want to understand where their products come from, how they are made, and whether the practices behind them align with their personal values.

This shift is pushing CPG companies to rethink how they manage and communicate their supply chains, transforming brand transparency into a strategic imperative.

However, this transformation isn’t just a matter of compliance or ethical responsibility—it’s also about enhancing the customer experience.

In a world where trust is increasingly hard to earn, brands that offer clear, detailed insights into their supply chains stand to build deeper loyalty and gain a competitive edge.

Transparency can no longer be viewed as a back-end operational detail; it’s becoming a vital part of how customers engage with and perceive a brand.

If you prefer to listen rather than read, click below.

The Rise of Consumer Demand for Supply Chain and Brand Transparency

Today’s consumers are more educated, connected, and value-driven than ever before.

With the click of a button, they can access vast amounts of information about products and companies, making them more aware of ethical issues such as environmental sustainability, labour practices, and product sourcing.

Millennials and Gen Z consumers, in particular, place a high value on buying from companies that are aligned with their beliefs.

A survey conducted by IBM found that nearly 80% of consumers say sustainability is important to them, and 57% are willing to change their purchasing habits to reduce environmental impact​(BCG Global).

This trend has been amplified by the COVID-19 pandemic, which highlighted vulnerabilities in global supply chains and made consumers even more conscious of the origins and safety of their products.

For CPG companies, this means that transparency is no longer optional—it’s essential.

Brands that are unable or unwilling to provide clear, detailed information about their supply chains risk losing customers to more transparent competitors.

 

Supply Chain and Brand Transparency as a Customer Experience Driver

While supply chains were once viewed solely as operational concerns, they have now become integral to customer experience.

When a brand is transparent about its supply chain, it sends a message of trust, integrity, and accountability. This, in turn, enhances the overall brand perception and drives customer loyalty.

For example, consider the food and beverage sector, where consumers increasingly want to know whether the ingredients in their products are locally sourced, organic, or produced with ethical labor practices.

Brands like Patagonia and Ben & Jerry’s have built a loyal customer base by openly sharing their supply chain practices and commitments to sustainability.

Transparency creates a compelling narrative that customers can connect with, turning a purchase into a partnership.

 

The Role of Technology in Enhancing Supply Chain and Brand Transparency

Delivering on the promise of transparency requires more than just good intentions—it demands innovative technology solutions that allow CPG companies to … Click to continue reading

How to Measure Customer Delight and Prove Its Impact on Brand Loyalty

Posted on by Denyse Drummond-Dunn

As we all know, customer satisfaction is no longer enough to secure brand loyalty – if it ever was!

Companies must strive to go beyond mere satisfaction and aim to delight their customers.

Customer delight refers to exceeding customer expectations to create a positive emotional reaction, leading to stronger loyalty and advocacy.

This post explores the importance of measuring customer delight, its impact on brand loyalty, and practical methods to achieve and assess it.

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The Evolution from Satisfaction to Delight

Customer satisfaction has traditionally been the benchmark for evaluating customer experiences. However, research shows that satisfied customers are not necessarily loyal customers. According to a study by the Harvard Business Review, 20% of satisfied customers reported they would consider switching to another brand. This indicates that satisfaction alone does not guarantee loyalty.

Customer delight, on the other hand, involves creating an exceptional experience that surprises and excites customers. This emotional engagement fosters a deeper connection with the brand, leading to higher levels of loyalty. A delighted customer is more likely to become a brand advocate, spreading positive word-of-mouth and contributing to long-term business success.

 

Measuring Customer Delight

Measuring customer delight requires a different approach than traditional satisfaction surveys. Here are some effective methods to assess customer delight:

1. Net Promoter Score (NPS)

NPS is a widely used metric that gauges customer loyalty by asking how likely customers are to recommend a brand to others, on a score of 1-10.

It categorizes respondents into Promoters, Passives, and Detractors. While NPS primarily measures loyalty, it can also indicate delight when customers express a strong willingness to advocate for the brand.

According to Bain & Company, companies with high NPS scores grow at more than twice the rate of their competitors. For instance, Apple, known for its high NPS, has consistently seen strong brand loyalty and customer advocacy.

Trader Joe’s also uses NPS to understand customer loyalty. Their high scores reflect the company’s emphasis on friendly service and unique product offerings, creating delighted customers who frequently recommend the store to friends and family.

2. Customer Effort Score (CES)

CES measures the ease with which customers can interact with a company, including problem resolution and purchasing processes. A low effort score often correlates with higher delight, as customers appreciate frictionless experiences. Gartner found that 96% of customers with a high-effort service experience become more disloyal, highlighting the importance of minimizing customer effort.

Glossier, a beauty brand, simplifies the shopping experience through a user-friendly website and seamless checkout process. Their low customer effort scores contribute to high levels of customer delight, evidenced by their strong customer retention rates.

3. Emotional Response Surveys

Traditional surveys can be enhanced with questions designed to capture emotional responses. For example, asking customers how they felt during their interaction with the brand can provide insights into their level of delight. Emotions such as joy, surprise, and excitement are strong indicators … Click to continue reading

5 Key Trends to Business Success in 2024 using a Customer-First Strategy

Posted on by Denyse Drummond-Dunn

As we debut the second half of the year, the ever-evolving landscape of customer experience (CX) is making business success even more challenging than usual.

Are you finding this too? If so, then I have some ideas to help.

We already know that businesses that embrace a customer-first strategy successfully lead their markets by driving growth from increased loyalty. To continue benefiting from this customer-centric approach, it is important to understand what has changed in 2024 and how companies should react to their customers’ ever-changing demands.

If you prefer to listen rather than read:

 

Business Success in 2024: The Key Trends

Here are the key trends of 2024 and some questions you may already be asking yourself about them. If not, then perhaps you should.

As always, I share my ideas and examples to help you make any changes you decide are needed.

 

AI-Driven Personalization:

What is it? AI-driven personalization leverages artificial intelligence and machine learning to analyze vast customer data and deliver highly customized experiences.

It is important because it enables businesses to anticipate customer needs and offer tailored recommendations, enhancing the customer experience and driving business success.

Example: eBay’s new magical listing tool uses artificial intelligence to extrapolate details about listings from images. As a result, sellers can list items easily, and buyers can access more information about potential purchases. (Source)

 

Data Privacy and Trust:

What is it? Ensuring customer data is handled with transparency and robust security measures.

With increasing regulatory scrutiny and customer awareness, businesses must build and maintain trust by protecting their customers’ information, which is vital for ongoing business success.

Example: To sustain their customers’ trust, companies should communicate clearly about data usage and adopt stringent security protocols to prevent data breaches.

 

Omnichannel Experiences:

What is it? Providing a seamless and integrated customer experience across multiple online and offline channels.

Customers expect consistent interactions and a unified experience, regardless of the channel they are using. This can enhance both their satisfaction and loyalty.

Example: Airbnb offers 24/7 support through various channels, ensuring customers receive timely assistance regardless of the platform they use. (Source)

 

Ethical AI:

What is it? Using AI responsibly and transparently avoids perpetuating biases and helps to maintain customer trust.

Ethical AI practices are essential for building long-term, trust-based customer relationships and ongoing loyalty.

Example: Businesses must be open about how they use AI in customer interactions and take steps to mitigate any negative impacts.

 

Empathy at Scale:

What is it? Combining AI-driven automation with human empathy enables your customer service team to handle complex customer issues more effectively.

This approach ensures that customers feel valued and understood, even when interacting with automated systems, contributing to continued customer satisfaction.

Example: Using AI to address simpler queries frees human agents to provide empathetic support for more complicated issues. It is also usually speedier,

… Click to continue reading

Successful Brand Building for SMEs: Overcoming Your 10 Biggest Frustrations

Posted on by Denyse Drummond-Dunn

Brand building for SMEs is a complex journey. As an SME owner, CEO, or CMO, you may often be overwhelmed by the challenges of establishing and maintaining a strong brand presence.

In this article, we’ll explore ten common frustrations of brand building for SME leaders and provide solutions and inspiring real-world examples of overcoming them.
If you prefer to listen rather than read:

 

1. Inconsistent Brand Messaging

Consistency is key to building a strong brand for every company, but achieving it can be a significant hurdle. Inconsistent messaging across various channels can dilute your brand’s identity and confuse your audience. This inconsistency often stems from a lack of clear guidelines and miscommunication among team members. Unfortunately, these are common problems for brand building in SMEs.

Solution: Develop comprehensive brand guidelines that detail your brand’s voice, tone, visual style, and key messages. Ensure that all team members, from marketing to customer service, are trained and aligned with these guidelines. Regularly audit your content across different platforms to help maintain consistency and make necessary adjustments when needed.

Example: Beardbrand, an SME focused on beard grooming products, maintains consistent brand messaging through detailed brand guidelines and a strong, unified voice across all platforms. Their commitment to consistency has helped them build a loyal customer base and grow their brand significantly.

2. Limited Marketing Budget

Many SMEs operate with tight budgets, making allocating sufficient funds for branding activities a real challenge. This financial constraint can hinder your ability to invest in high-quality content, advertising, and innovative marketing strategies.

Solution: Focus on cost-effective branding strategies that provide high returns. Leverage social media platforms, which offer affordable advertising options and can help you reach a broader audience. Collaborate with influencers and use content marketing to share valuable information that establishes your brand authority. Remember, creativity often trumps budget when it comes to effective branding.

Example: Hiut Denim Co., a small UK-based jeans manufacturer, used storytelling and social media to build its brand without a large marketing budget. By focusing on the quality of its product and the story behind its brand, it attracted a dedicated following and increased its sales.

3. Difficulty Measuring ROI on Branding Initiatives

 

Conclusion

Brand building for SMEs and larger companies is an ongoing process that involves overcoming various challenges. Addressing these frustrations head-on can significantly enhance your brand’s presence and impact as an SME owner, CEO, or CMO. By implementing the solutions outlined above, you can navigate the complexities of brand building more effectively and set your business on a path to sustained success.

If you are looking for expert guidance to overcome these challenges and elevate your brand, consider partnering with a consultancy specialising in SME branding strategies. With the right support, you can confidently transform your frustrations into opportunities and achieve your branding goals.

For more insights and personalized assistance, visit C3Centricity and discover how we can help you build a strong, cohesive,

… Click to continue reading

Twenty Ways to Delight Your Customers: Transforming Satisfaction into Loyalty

Posted on by Denyse Drummond-Dunn

Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal advocates?

With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience. Here are twenty ways to get started, together with best-in-class examples, but I’d love to hear how you delight your own customers and turn satisfaction into loyalty.

 

1. Deliver Exceptional Customer Service

Exceptional customer service is the first essential step to plan. It’s about creating an unforgettable positive experience that fosters loyalty and word-of-mouth promotion.

A study by American Express found that 70% of consumers are willing to spend more with companies they believe provide excellent customer service.

Nordstrom sets a high standard in this regard, famously accepting the return of car tyres they never sold to satisfy customer expectations and demonstrate their commitment to service.

This example underscores the importance of empowering employees to make decisions that prioritize customer satisfaction, fostering a strong customer-centric culture.

Another company renowned for its customer service is Zappos, an online retailer. The company has a 365-day return policy and is known for going above and beyond for customers, such as when a customer service representative sent flowers to a customer who had lost her mother.

 

2. Personalise the Experience

Personalization makes customers feel uniquely valued and understood. It is the second most important way to delight your customers.

According to a report by Epsilon, 80% of consumers are more likely to purchase from a brand that provides personalized experiences.

Spotify exemplifies personalization by using sophisticated algorithms to tailor playlists to individual tastes, improving user engagement and increasing subscription retention rates.

This approach demonstrates how leveraging data and technology to understand and anticipate customer preferences can significantly enhance the user experience.

Netflix offers another excellent example of personalization. It analyzes viewing patterns to recommend shows and movies, enhancing user satisfaction and retention. I bet you’ve clicked on many of their suggested titles. I know I have!

 

3. Offer a Loyalty Program

Loyalty programs reward and encourage repeat business, creating a tangible incentive for ongoing patronage.

This strategy boosts sales and delights customers by enhancing their emotional connection with the brand and making members feel valued and special.

Sephora’s Beauty Insider program offers a compelling example with tiered rewards, including birthday gifts, exclusive discounts, and early product access.

Any way that makes your customers feel special will also increase their loyalty and advocacy.

 

4. Maintain High Quality and Reliability

A company’s commitment to quality reassures customers and confirms their purchase decision, fostering trust and satisfaction.

Especially where larger and exceptional purchases are made, your customers need ongoing reassurance that they made the right decision.

Toyota is renowned for the durability and reliability of its vehicles, which has cultivated a loyal customer base

… Click to continue reading

How to Triumph Over Budget Cuts and Prove Your Marketing ROI

Posted on by Denyse Drummond-Dunn

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts!

Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives.

The rapid evolution of today’s digital landscape only compounds these challenges, demanding strategic agility and an analytical mindset from today’s marketing leaders.

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Marketing Budget Allocation

Gartner’s most recent  (2023) CMO Spend Survey reported that marketing budgets fell from 9.5% of company revenue to 9.1% in 2023. This confirms the constant pressure on marketing to do more with less.

As a result, most have readjusted their commitments to marketing channels, resources, and programs, and a similar proportion say they are facing significant pressure to cut martech spending.

Gartners' CMO spend report 2023

ROI on Marketing and Digital Specifically

The rule of thumb for marketing ROI is typically a 5:1 ratio, with exceptional ROI being considered at around a 10:1 ratio. Anything below a 2:1 ratio is considered not profitable, as the costs to produce and distribute goods/services often mean organizations will break even with their spend and returns.

However, according to a recent Data & Marketing Association (DMA) study, the average ROI for digital (email) marketing in 2022 was $36 for every $1 spent.

Of course, this figure varies by industry, with retail, e-commerce, and consumer goods companies often seeing higher returns thanks to direct purchase links in their emails.

While B2B companies have a slightly lower ROI, they benefit from the long-term value of relationship building and lead nurturing through email.

These numbers are a testament to the effectiveness of well-executed marketing strategies and the ROI of email. It’s clear that email marketing is thriving in the digital era.

 

A Strategic Approach to Navigating Budget Constraints

Reassess and Reprioritize Marketing Channels

In times of budgetary pressure, the first step for CMOs is to conduct a thorough reassessment of existing marketing channels. This involves analyzing each channel’s performance against key metrics to identify areas where spending can be optimized.

The goal is to allocate resources more effectively, focusing on high-performing channels that promise better engagement and conversion rates.

Embrace Cost-Effective Digital Marketing Strategies

Digital marketing offers a plethora of cost-effective strategies that CMOs can leverage.

Content marketing, email marketing, and social media platforms provide avenues for reaching large audiences at a fraction of the cost of traditional advertising.

By creating valuable content that resonates with their target audience, brands can foster engagement, build community, and drive conversions without hefty ad spending.

Foster Creativity and Innovation

It’s not all bad news! Budget constraints can actually serve as a catalyst for creativity and innovation within the marketing team.

Encouraging team members to think outside the box and develop unconventional ideas can lead to cost-effective marketing solutions that drive significant impact.

Whether it’s … Click to continue reading

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