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# c3centricity

How to Grow your Business by Better understanding your customers and increasing their demand and loyalty

## Sitemaps

- [XML Sitemap](https://c3centricity.com/sitemap.xml): Contains all public & indexable URLs for this website.

## Posts

- [13 Most Inspiring Marketing Quotes and Questions to Live By in 2022](https://c3centricity.com/13-most-inspiring-marketing-quotes-questions-to-live-by-in-2022/) - Did you know that using marketing quotes can improve your plans? Do you have a plan you are following that will (hopefully) enable you to reach your goals? To meet our objectives, we often look to make changes, large or small, in our organisation. At times like these, I find it useful to motivate with
- [The Hidden Risk: How AI Makes Mistakes Seem Right](https://c3centricity.com/deep-customer-understanding-cpg-growth/) - Deep customer understanding guides better decisions as AI rises; human insight protects growth, CX, and smarter choices.
- [The Power of Emotional Intelligence in Driving Business Growth](https://c3centricity.com/emotional-intelligence-business-growth/) - How EQ lifts revenue, loyalty & leadership—plus CPG examples to copy today.
- [Value-Seeking Consumers Are Changing CPG Growth: Why Price Is Not Enough](https://c3centricity.com/value-seeking-consumers-cpg-growth/) - Value-seeking consumers are changing CPG growth. Learn why price is no longer enough and how brands can earn permission to enter the basket.
- [How to Protect Consumers' CPG Brand Trust when Shelves are Empty](https://c3centricity.com/availability-promise-cpg-brand-trust/) - Supply chain volatility is now a brand trust issue. Learn how CPG managers can protect availability, retailer confidence and consumer loyalty when disruption becomes visible.
- [How CPG Leaders Stay Ahead When Consumers Innovate Faster Than Brands](https://c3centricity.com/consumers-innovate-faster-than-brands/) - Consumers innovate faster than brands when it comes to innovation these days. Discover how CPG can harness that momentum to drive strategic growth for their brands.
- [Product Ingredient Safety Is Now a Trust Test for CPG Brands](https://c3centricity.com/product-ingredient-safety-cpg-trust/) - Product ingredient safety is now a trust test for CPG brands. Learn how managers can rebuild consumer confidence as PFAS, microplastics & transparency concerns rise.
- [The 23 Keys to Creating Raving Fans Part 2](https://c3centricity.com/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) in Chicago. Don't forget that you can download the full white paper using the link at the bottom of this post. In addition to using NPS, we also like to use other diagnostic
- [New Thinking for Old Ways of Business](https://c3centricity.com/new-thinking-for-old-ways-of-business/) - I've just come back from IIeX-EU (Insight Innovation Exchange - Europe) in Amsterdam, and my head is full of exciting new things to experiment. It's strange what happens to our brains when we have the chance to get away from the office and THINK! We become more creative, less bound by old habits, and ready
- [Insights-Driven Innovation + Inclusive Leadership = Growth](https://c3centricity.com/insight-innovation-and-inclusive-leadership-the-new-business-success-formula/) - Combine deep consumer insight with inclusive leadership to accelerate pipeline quality and hit rates.
- [The 5 Essential Rules of Customer Observation for Greater Business Success](https://c3centricity.com/customer-observation-rules/) - Learn five field-tested rules for observing consumers and turning behaviour into growth-ready insights.
- [7 Ways Human Centred Design Turns Failing Digital Projects Into CX Wins](https://c3centricity.com/human-centred-design-cx-wins/) - Human-centred design can rescue failing digital projects and improve CX results. Discover 7 practical ways to cut risk, lift adoption and turn change into wins.
- [Why Mid-Level CPG Leaders Are the Fix, Not the Bottleneck to the New Growth Killer](https://c3centricity.com/decision-gridlock-rarely-looks-dramatic/) - Decision gridlock rarely looks dramatic. Calendars fill up. Decks get sharper. Teams stay “busy.” Yet launches slow, teams hesitate, and the organisation starts to feel heavy. Many mid-level managers recognise the pattern immediately because they live it every day: more inputs, more stakeholders, more revisions, fewer clear calls. Evidence for the workload pressure is piling
- [Consumers Prefer Local After Shocks: Why Global Brand Trust Is Declining](https://c3centricity.com/consumers-prefer-local-global-brand-trust-declining/) - Consumers prefer local after shocks as perceived risk rises. Learn why global brand trust is slipping and what CPG teams can do next.
- [6 Proven AI Literacy Habits That Protect CPG Leaders in 2026](https://c3centricity.com/6-proven-ai-literacy-habits-that-protect-cpg-leaders-in-2026/) - Close the AI skills gap, ensure human oversight, and keep every decision defensible — without turning your workweek into compliance theatre Executive Summary AI literacy is now a job requirement for CPG teams. Decks get drafted faster. Analysis gets summarised faster. Concept iterations move faster. The uncomfortable part is not speed — it is accountability.
- [Promotional Effectiveness Reset for CPG](https://c3centricity.com/promotional-effectiveness-reset-for-cpg/) - Promotions feel like the sensible lever when shoppers are acting cautious but leadership still wants growth. NielsenIQ’s Western Europe analysis for 2026 says promotional pressure is rising, yet unit growth is slowing, which means that more products are on deal without the same incremental units being sold. That single line explains why so many teams feel exhausted.
- [How CPG Brands Earn the Shortlist and Protect Margin in the Agentic Commerce Era](https://c3centricity.com/agentic-commerce-ai-shortlist-cpg/) - Agentic commerce is changing discovery before it changes checkout. Learn how CPG brands can earn the AI shortlist, build trust signals that protect margin, and turn product data into decisions consumers and AI assistants choose.
- [The 6 Best Ways to Show you Respect Your Customers](https://c3centricity.com/ways-to-respect-customers/) - Six practical behaviours that show respect, deepen trust, and lift loyalty across every CPG touchpoint.
- [Resilience: The Essential Foundation for Career Success in Uncertain Times](https://c3centricity.com/resilience-career-success/) - Practical habits that build resilience without burnout—energy, boundaries, and recovery rituals for leaders.
- [Why Slowing Down Is the Boldest Move You Can Make to Accelerate Growth](https://c3centricity.com/why-slowing-down-is-the-boldest-move-you-can-make-to-accelerate-growth/) - Feeling trapped in endless hustle? Slowing down to accelerate growth could be the game-changer your career & company need before burnout or missed opportunities
- [How Smart CPG Innovation Leaders Are Rewriting the Rules](https://c3centricity.com/how-smart-cpg-innovation-leaders-are-rewriting-rules/) - Why innovation leaders' teams aren't working and the proven framework that's helping mid-sized CPG companies outpace giants by rewriting the rules of innovation
- [10 Outstanding Posts for Reigniting Your Career and Company Momentum](https://c3centricity.com/reigniting-your-career-and-company-momentum/) - C3Centricity’s most-read posts, curated for busy CPG leaders to reignite your career and company momentum, including EQ, promotions, CX and 2025 trends, plus clear “why read” takeaways for each.
- [Raving Fans Are Not a Marketing Tactic. They Are a Profit Strategy for CPG Leaders](https://c3centricity.com/raving-fans-cpg-profit-strategy/) - Raving fans are not a branding tactic. For CPG leaders, they are a profit strategy. Learn how retention, wallet share, and insight-led execution drive sustainable growth.
- [From Dashboards to Direction: The New Standard for CPG Decision Making](https://c3centricity.com/cpg-decision-making-from-dashboards-to-direction/) - CPG decision making is getting harder as AI floods teams with dashboards and fast analysis. Learn how to shift from reporting to direction, build decision confidence, and drive commercial action.
- [Synthetic Consumers Are Here: The New Insight Skill Is Building a “Human Truth Firewall”](https://c3centricity.com/synthetic-consumers-human-truth-firewall/) - Synthetic consumers can speed up innovation and insight work, but they also amplify bias and miss human nuance. Learn how CPG teams can build a Human Truth Firewall to use synthetic insights safely and turn them into decisions that win.
- [Anti-Algorithm Consumer: Why Control Beats Personalisation for CPG Growth](https://c3centricity.com/anti-algorithm-consumer/) - We are living in a new era of the anti-algorithm consumer. Learn how CPG brands can win by building “consumer control moments” that increase trust, improve repeat purchase, and reduce backlash.
- [When AI Makes Insight Cheap, Judgement Becomes Priceless for Leaders](https://c3centricity.com/ai-can-process-humans-must-decide/) - AI is making insight output fast and cheap. The advantage shifts to human judgement. Learn how insight teams turn AI into decisions leaders can and should act on.
- [Technology is not a Disruptor, but a Powerful Customer-First Strategy is!](https://c3centricity.com/technology-enabler-not-disruptor/) - Shift from tool chasing to capability building—people, process, data, and tech that compound growth.
- [What Customer First Strategies Really Are (And What They’re Not!)](https://c3centricity.com/what-customer-first-strategies-are-and-what-theyre-not/) - Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I
- [Why Most AI Pilots Stall And How Your Team Can Finally Win](https://c3centricity.com/why-most-ai-pilots-stall/) - Most AI pilots fail to scale because teams lack the right skills. Learn how mid-sized CPG leaders can bridge the gap and deliver real results in 90 days.
- [How CPG Sustainability Can Fast-Track Your Career AND Protect Brand Growth](https://c3centricity.com/cpg-sustainability-career-growth/) - CPG sustainability can fast-track your career and protect brand growth. Discover how mid-level CPG managers turn ESG pressure into their best career project.
- [Maximising Customer Value: Answering Your Top Questions About Customer Centricity](https://c3centricity.com/customer-centricity-top-questions/) - Clear answers to the most common customer-centricity questions—models, KPIs, and where to start
- [How to Succeed in Leadership, Marketing, Innovation and Insight](https://c3centricity.com/never-never-never-give-up-how-to-succeed-when-all-around-you-are-failing-2/) - Although I love quotes, especially about how to succeed, I love success even more. Do you? One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. It was one of his shortest speeches but probably one of his most
- [The 7 Keys to Word-of-Mouth Marketing](https://c3centricity.com/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 problems and fulfil their needs and desires. Then when you have converted them into customers, continue to keep them satisfied and give them something to talk about by surprising them too. Sounds easy,
- [The Invisible Gap: Why Mid-Level Managers Hold the Key to Inclusive Innovation](https://c3centricity.com/the-invisible-gap-why-mid-level-managers-hold-the-key-to-inclusive-innovation/) - Mid-level managers hold the key to consumer-led, inclusive innovation. Discover how to unlock their insight and drive real impact, both inside and out.
- [How AI-Smart CPG Managers Protect Their Energy And Grow Their Careers](https://c3centricity.com/how-ai-smart-cpg-managers-protect-their-energy-and-grow-their-careers/) - AI-smart CPG managers feel exhausted by constant change and data. Learn how to protect your energy, stay visible and grow your career.
- [Does your Organisation Really Need a Market Research Department? And in the Future?](https://c3centricity.com/future-of-market-research-department/) - There’s been a lot of talk recently about New Marketing; how communication is now all about engagement, how the consumer is boss and such like. But there has been very little said about a New Market Research Department! If you’re concerned by this situation, whether you work in marketing, market research or a completely different
- [4 Ways to Empower Your Employees to Give Outstanding Customer Service](https://c3centricity.com/employee-empowerment-customer-ser/) - Four empowerment moves that lift NPS, cut churn, and fire up teams—toolkits and real CX wins inside.
- [Top 10 Challenges Facing Companies When They Adopt a Customer-First Strategy](https://c3centricity.com/customer-first-strategy-challenges/) - Silos, KPI gaps, data deserts—10 pitfalls & fixes for true customer-first success.
- [Customer Satisfaction Isn’t Enough: What Drives Loyalty](https://c3centricity.com/challenge-marketing-customer-satisfaction-not-enough/) - Move beyond CSAT—use effort, advocacy, and repeat behaviour to predict real growth.
- [B2B Secrets That Supercharge B2C Marketing](https://c3centricity.com/power-up-your-b2c-marketing-strategies-with-surprising-b2b-secrets/) - Borrow proven B2B tactics—account thinking, committees, and value proof—to lift conversion in complex B2C buys.
- [Surprising Solutions to the 9 Business Challenges of a Customer-First Strategy](https://c3centricity.com/customer-first-strategy-challenges-solutions/) - Nine common customer-first hurdles and practical fixes—aligned teams, cleaner data, and faster decisions.
- [How to Measure Customer Delight and Prove Its Impact on Brand Loyalty](https://c3centricity.com/measure-customer-delight-brand-loyalty/) - Net Promoter, CES, AI sentiment—7 tools to turn “delight” into repeat sales.
- [7 Proven Customer-Centric Strategies Smart CEOs Use to Drive Growth](https://c3centricity.com/customer-centric-strategies-ceo-growth/) - 7 data-backed customer-centric strategies CEOs use to double revenue and loyalty—complete with CPG examples
- [10 Key Questions CPG Leaders Should Ask About Customer-First Strategies for Expanded Loyalty](https://c3centricity.com/customer-first-strategy-questions-cpg/) - From data gaps to omnichannel CX—ask these 10 board-room questions and turn customer-first talk into revenue.
- [7 Lessons on Customer Experience Excellence: Insights from a Personal Journey](https://c3centricity.com/customer-experience-lessons-hospital-stay/) - Ten field-tested CX lessons from a hospital stay—empathy, hand-offs, and simple fixes your teams can apply today.
- [Top 10 Challenges of Mid-Sized CPG Companies: Insights, Statistics and Real-World Solutions](https://c3centricity.com/mid-sized-cpg-challenges-solutions/) - Talent, cash flow, tech—10 data-driven solutions that supercharge CPG growth in 2025.
- [The Ultimate Leadership Guide to Creating a Winning Consumer-First Culture](https://c3centricity.com/consumer-first-culture-leadership-guide/) - A leader’s playbook for building a consumer-first culture—rituals, behaviours, and KPIs that move the needle.
- [Transforming Your Competitive Advantage with Radical Consumer Centricity](https://c3centricity.com/consumer-centricity-competitive-advantage/) - A practical path to durable advantage using consumer-centricity—governance, rituals, and decision speed.
- [Top 2025 Consumer Trends for CPG: Practical Strategies to THRIVE in 25](https://c3centricity.com/consumer-trends-2025-cpg-playbook/) - Inflation fears, AI shopping, purpose-driven buys—use these 2025 trends to future-proof your CPG growth.
- [Why Hyper-Personalisation Matters in Delighting Your Consumers](https://c3centricity.com/hyper-personalization-cpg/) - A practical guide to hyper-personalization in CPG—from data signals to moments that delight consumers and lift loyalty.
- [Why Your AI Marketing Strategy Is Failing (And How to Fix It)](https://c3centricity.com/ai-marketing-strategy-cpg-2025-2/) - Turn AI into a growth engine—model orchestration, hard-job focus, and metrics that matter for CPG leaders.
- [How Influencer Marketing is Redefining Consumer Engagement and Market Success](https://c3centricity.com/influencer-marketing-cpg-engagement/) - A no-fluff guide to creator programs in CPG—briefing, brand safety, and measurement that proves ROI.
- [7 Powerful Secrets Explaining How Successful CPG Brands Capture Consumer Loyalty](https://c3centricity.com/consumer-loyalty-strategies-cpg/) - Seven strategies top CPG brands use to strengthen loyalty—from value ladders to moments that matter.
- [The Hidden Danger of Being Your Company's MVP (And 6 Smart Ways to Avoid Being Irreplaceable at Work)](https://c3centricity.com/being-irreplaceable-at-work/) - Secure job security and career growth: habits, skills, and boundaries that make you indispensable without burnout.
- [AI Consumer Intelligence: What Smart CPG Leaders Do](https://c3centricity.com/smart-cpg-leaders-are-mastering-ai-consumer-intelligence/) - Turn AI into an insights engine—faster signals, sharper segments, and decisions that move share in CPG.
- [Are Smart Things Really Smart or is it Just Smart Marketing?](https://c3centricity.com/are-smart-things-really-smart/) - Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called "AI and ML are Taking Digital Marketing to the Next Level." In it, I compared the positive and negative implications of technology for customers and companies alike. So this week I wanted to write about the
- [Breaking The Glass Ceiling: 7 Essential Truths Smart Women (and Men) Need to Know](https://c3centricity.com/breaking-the-glass-ceiling-7-essential-truths/) - 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.
- [How Mid-Sized Companies Outsmart Giants: Learning from Tech and CPG Success Stories](https://c3centricity.com/how-mid-sized-companies-outsmart-giants/) - We often assume that industry giants, with their massive budgets and extensive resources, hold all the cards. However, some of the most remarkable success stories of the past decade prove that mid-sized companies can outsmart these giants. Having spent years in global leadership roles at Fortune 500 companies, I've witnessed firsthand how mid-sized companies can
- [Why Smart CPG Leaders Are Rethinking Their AI Strategy to Maximise Consumer Insight Value](https://c3centricity.com/smart-cpg-leaders-are-rethinking-their-ai-strategy-to-maximise-consumer-insight-value/) - Why Smart CPG Leaders Are Rethinking Their AI Strategy to Maximise Consumer Insight Value Have you noticed how every technology vendor, consultant, and industry publication is telling you that your AI Strategy is the solution to all your business challenges? The pressure to invest heavily in AI capabilities has never been greater for CPG executives. Yet many leadership teams ask a fundamental question: How do we separate genuine opportunities
- [AI Marketing Strategy for CPG: Your 2025 Playbook](https://c3centricity.com/ai-marketing-strategy-cpg-2025/) - Unlock a 2025 AI marketing strategy for CPG: top AI tools, dynamic segmentation, and mental-availability metrics to outpace rivals in the US, India, and beyond.
- [Process Paralysis in CPG: How to Fix The Hidden Growth Killer](https://c3centricity.com/process-paralysis-in-cpg/) - Discover how to overcome process paralysis in CPG companies. Learn 3 practical moves mid-level leaders can make to accelerate growth with QC2™.
- [The Future of CPG: 2026 Consumer Trends for Loyalty and Growth](https://c3centricity.com/future-of-cpg-2026-trends-loyalty-growth/) - Discover the future of CPG—2026 trends in AI personalization, sustainability, wellness, and customer experience that drive loyalty and growth.
- [7 Ways QR Code Packaging Wins Trust and Repeat Purchases in CPG](https://c3centricity.com/qr-code-packaging-trust-repeat-purchases-cpg/) - Turn packs into product pages. Learn 7 ways 2D codes build trust, answer safety questions, and drive repeat purchases in CPG ahead of GS1 Sunrise 2027.
- [Stop Losing the Second Buy: 7 First-Use Fixes That Drive Repeat Purchase Now](https://c3centricity.com/stop-losing-the-second-buy-7-first-use-fixes-that-drive-repeat-purchase-now/) - Use 7 evidence-backed first-use fixes: dose clarity, success images, reseal cues, safety plain-speak, review proof, effort reduction, and a weekly follow-through, to raise repeat purchase without a relaunch.
- [Try a New Perspective on Business Intelligence: How to get More Impact & Answers](https://c3centricity.com/business-intelligence-get-impact-answers/) - Last week I presented at the first Swiss Business Intelligence Day. It was an inspiring conference to attend, with world-class keynote speakers opening the day. They included Professor Stephane Garelli from IMD, Philippe Nieuwbourg from Decideo and Hans Hultgren from Genesee Academy. After such an illustrious start, you can imagine that I was more than
- [Market Research & Insight's New Role is Customer Centricity Champion](https://c3centricity.com/big-data-is-just-the-support-act-you-must-make-customer-centricity-the-star/) - I've just returned from a trip to Belgium. Apart from the greater presence of armed military personnel, it was business as usual. On Tuesday, I presented at BAQMaR, the Belgian very innovative and forward-thinking research community. What a fantastic and inspiring experience! My talk was on how market research and insight teams could further progress
- [The Most Popular CPG BLOG Posts of 2024 on Consumer Centricity](https://c3centricity.com/top-cpg-blog-posts-of-2024-on-consumer-centricity/) - A list of the 10 most popular articles of the C3Centricity CPG blog. It includes two outstanding posts on insight development and customer observation.
- [Market Research, Business Intelligence & Big Data: Have we Forgotten about Human Data?](https://c3centricity.com/market-research-business-intelligence-big-data/) - The annual pilgrimage to the ESOMAR Conference took place last week in Dublin. I heard that there was much discussion, both on and off the stage, about Big Data and the future of market research. Hopefully, the whole profession will get behind one initiative, instead of each individually trying to "solve world peace" on their
- [Beat the Competition Next Year (Higher growth, profitability, innovation)](https://c3centricity.com/beat-the-competition-2018/) - After the mid-year break - and this year it started way sooner thanks to covid-19 - most organisations get into their planning phase for the coming year in earnest. Do you know how you're going to beat the competition next year? If not, then this article will set out some clear priorities. Although business plans
- [Twenty Ways to Delight Your Customers: Transforming Satisfaction into Loyalty](https://c3centricity.com/ways-to-delight-consumers/) - Twenty practical ideas to create delight, deepen loyalty, and lift repeat purchase across CPG categories.
- [24 Factors to Consider in Pricing your Product, Service or Solution.](https://c3centricity.com/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 of Chicago. He writes about the importance of getting pricing right and generously shares twenty-four (!) factors to consider when pricing your product, service or solution. Over the past several decades, I have
- [Why UX Design is Vital to User Satisfaction and Ongoing Job Security](https://c3centricity.com/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 to an improved online experience, people have a lot to gain from the situation. This is why UX design is vital to satisfying our customers' demands and needs To be fair, the trends
- [Lead a Customer-First Transformation: What Great Leaders Do](https://c3centricity.com/how-leaders-can-successfully-lead-a-customer-first-strategy-adoption/) - A leader’s playbook—governance, rituals, and early wins that make customer-first change stick.
- [Market Segmentation Strategy: Sell More to Fewer, Better](https://c3centricity.com/sell-more-to-less-people-segmentation/) - Pick winning segments with a simple scorecard—size, fit, reach, and willingness to pay—then go deep.
- [Customer Value Proposition: Why Product Value Comes First](https://c3centricity.com/customers-care-products-value-not-employees/) - Focus on the value consumers feel—benefits, proof, and price—then let brand behaviour amplify it.
- [Brand Portfolio Strategy: Secrets of CPG Winners](https://c3centricity.com/brand-portfolio-secrets-to-success/) - A practical portfolio playbook—roles, guardrails, and SKU decisions that protect growth and margin.
- [Getting to Yes: A 7-step Roadmap to Successful Project Management](https://c3centricity.com/project-management-roadmap-cpg/) - A simple 7-step roadmap for CPG projects—clarity, governance, and KPIs that keep launches on track.
- [Never Give Up! How to Succeed in Business When Everyone Else is Failing](https://c3centricity.com/never-give-up-succeed/) - A practical bounce-back plan for tough quarters—focus, habits, and allies that keep careers moving
- [Post Covid People are Searching for More Meaningful Connection & Engagement](https://c3centricity.com/customer-first-strategy-post-pandemic/) - A clear 2025 view of customer-first strategy—hybrid journeys, supply resilience, and KPIs that matter.
- [5 Rules for Rolling Out a Successful Local Brand into Global Markets](https://c3centricity.com/local-to-global-brand-expansion/) - A step-by-step path to take local brands global—architecture, localisation, and smart sequencing for CPG.
- [Five Brilliant Ideas to Boost your Insight Development](https://c3centricity.com/improve-insight-development/) - Five practical plays to turn research into actionable insights that drive growth in mid-sized CPG teams.
- [Is the Future of Retail, Physical or Virtual? Is This Just a Reset or Do we Need a Full Reboot?](https://c3centricity.com/future-of-retail/) - What will the future of retail hold when your customers, consumers and clients buy mostly online? This article looks at risks and opportunities.
- [5 Key Trends to Business Success in 2024 using a Customer-First Strategy](https://c3centricity.com/unlocking-business-success-5-key-trends-for-a-winning-customer-first-strategy-in-2024/) - Business success demands an increased focus on customer personalisation. AI can be a valuable aid in helping companies respond faster and more empathetically.
- [How Understanding Shoppers Can Save Retail](https://c3centricity.com/how-understanding-shoppers-better-can-save-retail/) - Did you know that understanding shoppers has become a business essential in recent years? Do you want to know why? Because retail is in crisis! Investment in brick-and-mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000+, high street stores are empty, that’s a whopping 10%.
- [7 Ideas from Great Leaders to Make Your Leadership Style More Effective](https://c3centricity.com/what-great-leaders-know/) - 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 that people could buy it wherever they were and in whatever format they preferred. This
- [How to Improve Customer Centricity in Hospitality](https://c3centricity.com/improving-customer-centricity-in-hospitality-2/) - The title of this week’s post might surprise you. After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in
- [7 Reasons Why Your Customer First Strategy Adoption Will Fail!](https://c3centricity.com/7-reasons-for-failure-when-adopting-a-customer-first-strategy/) - Every CEO knows that a stronger customer focus can be the answer to many - dare I say most? - of their business challenges! So why do so many companies continue to struggle in successfully adopting a customer-first strategy and culture? Here are the seven main reasons why companies fail to effectively adopt a customer
- [Top 10 Marketing Infographics to Smash 2018 (Inspiration for the Visual World)](https://c3centricity.com/top-marketing-infographics-smash-2018/) - One of C3Centricity's annual traditions is to publish a post which shares the best marketing infographics of the previous twelve months. Here is this year's crop, with ideas on how you can get inspired to take action in your own marketing. Interestingly, many marketing infographics that have been shared in the past year are actually
- [How to Update Your Marketing with a Customer First Strategy](https://c3centricity.com/update-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 some tips and ideas for you to adopt – or adapt. People This is the easiest of the marketing 5Ps for a customer centric organisation to adapt because a customer first strategy is
- [Got Data? It’s Never Big Enough For Business’s New Demands](https://c3centricity.com/youve-got-data-dont-start-there/) - 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, I've found that many are lost by all the information that is available to them.
- [You’re missing out on A Free Communication Channel! (Any guesses what it is?)](https://c3centricity.com/youre-missing-free-communication-channels/) - Denyse Drummond-Dunn · You're missing out on A Free Communication Channel! (Any guesses what it is?) “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.” Are you as shocked as I am, to think that there is a free communication channel which most marketers are not using effectively
- [Packaging: Are You Using This Free Channel For Communicating With Your Customers?](https://c3centricity.com/packaging-product-or-promotion/) - 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 of truth, that of purchase and usage? Or both of these? If you answered both,
- [Successful Brand Building for SMEs: Overcoming Your 10 Biggest Frustrations](https://c3centricity.com/navigating-brand-building-for-smes-overcoming-10-common-frustrations/) - SMEs rarely have a large marketing department, it's often just one person. This article shares solutions to the frustrations with brand building for SMEs.
- [10 Ways to Immediately Improve Your Customer Centricity](https://c3centricity.com/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 important today, as a result of all the changes in our customers' behaviour following the global covid lockdown. We are now even more impatient and demanding of businesses, and quick to complain publicly
- [10 Ways to Improve Customer Centricity Today](https://c3centricity.com/10-ways-to-improve-customer-centricity/) - 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 constantly changing. I think that's why many businesses struggle to improve their customer centricity because
- [7 Secrets to Business Growth from Leading Global Brands](https://c3centricity.com/7-secrets-to-business-growth/) - QC² brings benefits companies search to achieve business growth. This post shares a business growth strategy, business growth plan and business growth examples.
- [How to Triumph Over Budget Cuts and Prove Your Marketing ROI](https://c3centricity.com/triumph-over-budget-cuts-and-prove-your-marketing-roi/) - Executives in marketing functions face increasing pressure over Budget Cuts and proving their marketing ROI. Here are some simple actions that will help.
- [Sourcing and Services Matter: Why Price Alone Won’t get your Customers to Stay](https://c3centricity.com/sourcing-services-matter-price-alone-wont-get-customers-stay/) - Price wars are a standard challenge of marketers, whether working on the retail or manufacturing side. They have become more frequent in the last couple of years following the recession. Consumers are today even more price sensitive and are searching for great value and even greater deals. However as most retailers are now claiming lower
- [Smart Marketing for Smart Customers (What Marketers Need to Know Today)](https://c3centricity.com/smart-marketing-smart-customers/) - Our customers are getting smarter every day. But are we performing smart marketing too? I don't think so. When I have the chance to look at what most organisations are doing, I see that they are still living in the past of traditional media and have hardly dipped their toes into new media. Or they are
- [How Marketers Can Benefit From More Than Technology: Modern Marketing](https://c3centricity.com/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 being regularly challenged by new thinking and ideas. One that stays in my memory for many reasons, was an event I attended in San Jose, California. Some say California is the centre of internet
- [Are You Still Using The Marketing 5Ps? Move To The Improved 7Qs.](https://c3centricity.com/marketing-5ps-move-to-improved-7qs/) - Denyse Drummond-Dunn · Are You Still Using The Marketing 5Ps? Move To The Improved 7Qs. “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.” Marketing is a great profession and the marketing 5Ps is the code by which we live. I’ve worked in or with marketing teams for almost
- [A Winning Marketing Plan: 9 Questions Every Marketer Should Be Able To Answer](https://c3centricity.com/how-to-write-a-winning-marketing-plan/) - What does it take to write a winning marketing plan? Here are 9 questions that your marketing plan should answer to shine and be admired by your management team.
- [The Good, Bad and Downright Ugly Parts of a Head of Marketing Job](https://c3centricity.com/head-of-marketing-how-can-you-keep-your-job/) - Did you know that the average tenure of a Head of Marketing continues to fall, reaching just 41 months according to the latest Spencer Stuart research published by the WSJ? It is still one of the shortest average terms of office of any chief in the C-suite, according to a recent report by Korn Ferry. But one piece
- [Should CMOs Concentrate on Brand Building or Business Growth?](https://c3centricity.com/brand-building-to-business-growth/) - Which is more important, 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 brought back the position. At the time, I asked if they were wise or foolhardy to make such a change, but they answered the
- [You’re Not Competing In The Category You Think You Are! (The 5 Steps to Category Identification)](https://c3centricity.com/not-competing-in-category-you-think/) - 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 last time you checked how your customers saw you? Just think about the consequences of
- [The Exciting Future of Brand Building comes from Customer Centricity](https://c3centricity.com/future-brand-building-is-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 digital in the early 80's, companies began taking a serious look at their marketing strategies. Many organisations realised that it was time for a major overhaul of their primarily outbound strategies. Consumers no
- [The Promise of AI and ML to Take Digital Marketing to the Next Level](https://c3centricity.com/ai-and-ml-taking-digital-marketing-to-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 enough to get everyone excited, OpenAI surpassed itself by upgrading to ChatGPT4! And competitors are forced to launch their AI platforms earlier than planned. If you haven't tried them yet, I highly recommend
- [How to Make a Great Customer-Centric Website Design](https://c3centricity.com/how-to-make-a-great-customer-centric-web-design/) - Website design is a variable that changes as fast, if not faster than we can get our latest creation published! In just the past twelve months, digital adoption has expanded five to ten times faster than was expected, thanks to the pandemic and lockdowns. This, together with the increased economic uncertainty and loss of predictability,
- [The CMO’s 5-Step Guide to Boosting High-Quality Traffic and Customer Engagement](https://c3centricity.com/the-cmos-5-step-guide-to-boosting-high-quality-traffic-and-customer-engagement/) - For high-quality traffic: Invest in Data Analytics; Content is King; Embrace Technological Innovations; Focus on Mobile Experience; Measure and Optimize.
- [How to Easily Use Customer Co-creation for Profitable Growth](https://c3centricity.com/easy-uses-of-co-creation/) - Co-creation is a powerful way to in luxe your customers in your product and service developments. This article explains exactly how, when and why to do it.
- [Your Brand has an Image, but Does it Have a Great Personality?](https://c3centricity.com/brand-image-equity-personality-archetypes/) - Your brand is not what you think it is! It's what your customers think it is; its brand image, personality and value to them. I was lecturing at Miami University a few years ago on brand image and personality. These topics created a lot of interest and discussion, which they should, being two vital elements
- [How People Recognise Brands: I Can Guarantee It’s Not What You’re Thinking!](https://c3centricity.com/brand-recognition-and-how-people-recognise-brands/) - How do you think people recognise brands? And yours in particular? 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 elements, that together make it recognisable. But consistency and compatibility are often
- [Win Online: 9 Ways to Make a Great Website that Engages More Successfully](https://c3centricity.com/from-a-good-to-a-great-website-9-ways-to-engage-more-successfully/) - What makes a great website? What makes a website great for your customers? What makes a website great for your potential customers? The answers to these questions will help you to publish a successful website. One that encourages current and potential customers to find, see, like and then engage with your content. All of these
- [Why Customers Are The Answer To All Your Problems (If You Ask the Right Questions)](https://c3centricity.com/customers-are-the-answer/) - 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" now and catch up. I knew it would be a provocative question but I still didn't expect quite so many comments!
- [Why You Struggle To Meet Your Business Objectives (And how to Crush them)](https://c3centricity.com/struggle-meet-business-objectives/) - "There may be customers without brands, but there are NO brands without customers!" I am often quoted as saying this and yet I still find most companies spend more time thinking about their brands than their customers, which is alarming to say the least! And you? Last week I spoke about identifying the exact category
- [Top 10 Posts on Brand Building Strategies of 2018](https://c3centricity.com/top-10-posts-on-brand-building-strategies/) - [vc_row][vc_column][vc_column_text] A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This gives everyone a chance to catch up on our best posts that they may have missed. This year has been a particularly successful year for C3Centricity, with
- [How to Cheat Your Customer - or Not!](https://c3centricity.com/how-to-cheat-your-customers/) - Does your company try to cheat your customer? Is it because you think they won't notice? Or do you believe that enough people are willing to buy your brand for the first time, that you don't need to worry about getting that second purchase? Either way, you haven't heard that the most important attribute a
- [Top Posts of 2023 on Customer Centricity](https://c3centricity.com/top-posts-of-2023-on-customer-centricity/) - 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 to share the most popular posts on customer experience at the beginning of each new
- [Ten Reasons Why You Should NOT Conduct Market Research](https://c3centricity.com/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 the years for NOT running a market research project, but which are unfortunately still prevalent today. Which, if any, are you guilty of? Leave your comments below - I dare you! #1.
- [How the Best Marketers are Getting More Actionable Insights](https://c3centricity.com/best-marketers-get-deeper-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.
- [In Today’s Competitive Market, AI is the Key to Winning Customer Loyalty](https://c3centricity.com/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, customers demand more from their interactions with companies. They expect personalised, seamless experiences across all channels and touchpoints, and they want their needs to be anticipated so they are met both quickly and
- [Do Less Market Research But Know Much More About Your Customers](https://c3centricity.com/do-less-market-research-but-know-much-more-about-your-customers/) - Do you always need the market research studies you run? You might have seen a recent post of mine on LinkedIn where I said how frustrated I am with marketers who start with a survey when they have a question, rather than ending with one. If you too have this habit, then I want to
- [The New Strategic Growth Blueprint for Successfully Reimagining Market Research](https://c3centricity.com/new-strategic-growth-blueprint-by-successfully-reimagining-market-research/) - The New Strategic Growth Blueprint helps marketers assess and integrate data and information from across the organisation for actionable insight development.
- [A Comprehensive Guide to Overcoming the Most Common Data Integration Challenges](https://c3centricity.com/a-comprehensive-guide-to-overcoming-the-most-common-data-integration-challenges/) - Insight development involves data integration from multiple data sets. This article shares solutions to the major challenges that enrich the analysis and simplify insight development.
- [Unlocking the Huge Untapped Potential for SMEs through the Superior Use of Data](https://c3centricity.com/unlocking-the-huge-untapped-potential-for-smes-through-the-superior-use-of-data/) - Learn marketing, innovation, and operational efficiency strategies and grasp the potential for SMEs to make better use of data-driven decisions to drive growth and long-term success.
- [Three Clever Ways to Know the Competition Better](https://c3centricity.com/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 slightly over-simplified perspective, but it always surprises me how many companies work with a primarily internal focus. I have written many posts about knowing your customers, such as "Why Customers Are The Answer
- [The Risks of Not Knowing All 12 Essential Elements of Your Target Customer](https://c3centricity.com/what-you-need-to-know-about-target-customer/) - I think it's pretty clear to everyone in business that NOT knowing your target customer costs a lot - sometimes the business itself! (Think Kodak, Nokia, Borders) So let me ask you this; how well do you really know your own target customers? Are they men, women, younger, older, Fortune 100 companies, local businesses? If you
- [The Great Trends Hoax: They don’t give a Business a Competitive Advantage](https://c3centricity.com/great-trends-hoax-they-dont-give-competitive-advantage/) - Do you follow trends? I bet you do! Everyone likes talking about the future, imagining what it might hold and then taking pride in seeing that they were “right”, that what they had “predicted” has come true. If this is how you work with trends, then you must read this post – urgently! There are
- [5 Business Success Factors (So You're Ready for Anything!)](https://c3centricity.com/success-factors-to-be-prepared/) - We are sweltering in the Northern Hemisphere with record temperatures, so here's a "cool" idea on how businesses can get ready for anything by applying these success factors. Every winter, the media is full of stories of record snowfalls somewhere in the world, whether in the US, Europe or in the Far East. Despite all the sophisticated
- [Navigate a Challenging Business Environment and Stay Ahead of Your Competition](https://c3centricity.com/turning-trends-into-future-scenarios/) - 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 the future holds? Agility needs preparation and with this in mind, most major organisations conduct
- [How Well Do you Know Your Customers? 13 Questions your Boss Expects you to Answer](https://c3centricity.com/boss-expects-you-to-know-your-customers/) - Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects you to be able to answer all his questions and especially to know your customers. Here are the 13 things your boss is likely to ask you and a handy Checklist to prove
- [Do Companies Still Benefit From Having a Market Research Department?](https://c3centricity.com/do-away-with-market-research-departments/) - What's your gut response to the title question about Market Research Departments? Yes? No? Being Swiss I would say it depends! I am probably in the third camp. Yes, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations to the organisation. No, if it is
- [The Secrets to Growth. How to Get New Customers](https://c3centricity.com/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 answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in. I therefore wanted to share my answers to the question in the hope
- [Are You Giving What Customers Want Today?](https://c3centricity.com/what-customers-want-today-and-how-to-give-it-to-them/) - 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 important than ever before. Just a few short months ago, I didn't think that it
- [The New Qualities for Customer Service Excellence](https://c3centricity.com/the-new-7ps-of-customer-service-excellence-are-you-following-them-all/) - 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 pandemic gave many people more time to review from whom they bought and what services
- [Why Technology Won’t Help You Understand Your Customers](https://c3centricity.com/why-technology-wont-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 way today? Then let me explain why I believe it's not quite that simple. In today's data-rich environment I'm not really suggesting that you actually ignore data nor technology! However, in working with
- [Customer Centricity is Today’s Business Disruptor (Insights are its Foundation)](https://c3centricity.com/customer-centricity-is-todays-business-disruptor/) - I recently returned from a speaking invitation in Las Vegas. It was an incredible Symposium run by Sitecore, and I was blown away by the importance placed on customer-centricity during the whole event! From the opening keynote by Sitecore's CEO Mark Frost to the second-day keynote by Kirsten Newbold-Knipp from Gartner, everyone in this tech and
- [The 7 Essentials of Customer Centric Websites](https://c3centricity.com/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 their name, so they should be consumer-centric, right? Well yes of course! However, very few of them seem to have taken the consumer’s perspective when creating their websites and even fewer delighted me
- [The Power of Real-Time Feedback to Drive Business Success](https://c3centricity.com/power-of-real-time-feedback-to-drive-business-success/) - In today's fast-paced and customer-centric business environment, gathering real-time customer feedback and engaging in social media conversations are both vital practices. These approaches enable organizations to gain valuable insights, enhance their products/services, and deliver the exceptional experiences our customers have come to expect. By actively listening to customers, organizations can meet customer expectations, drive loyalty,
- [What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence](https://c3centricity.com/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 in your industry name and well healthcare's reputation is not that great. But think again. I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are.
- [The 23 Keys to Creating Raving Fans Part 1](https://c3centricity.com/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 as two separate posts because its length and value deserve the detail and effort he has put into it. I have been fortunate to have managed over 250 voice of the customer projects
- [Top 10 Most Popular Articles on Customer Centricity of 2021](https://c3centricity.com/top-20-most-popular-articles-customer-centricity-2021/) - Happy New Year to all you Customer-first strategists. May your year by bright and your customers surprised and delighted! Each January we like to celebrate our most popular posts on customer centricity that were published on C3Centricity during the year. Just like 2020, covid has forced all of us to be a little more creative
- [How Your Business Can Quickly Adopt a Customer First Strategy](https://c3centricity.com/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 disaster that fills the newspapers and goes viral on social media. Amongst the most notable recent examples include United's Flight 3411 incident disembarking passengers by force and Walmart refusing to match their online
- [Adopting a Customer First Strategy. Even the Police Can Get it Right!](https://c3centricity.com/police-get-it-right-customer-first-strategy-example/) - 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. A few years ago they introduced a new-style speed radars in the villages around my
- [Essentials of a Customer First Strategy Every Industry Needs to Adopt](https://c3centricity.com/fundamentals-of-customer-first-strategy/) - 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 to help out with these six suggestions. Hospitality is perhaps one of the most visible
- [How Your Executive Team Can Ignite Enthusiasm for Your New Company Vision](https://c3centricity.com/executive-leaders-ignite-enthusiasm-for-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 Netflix, Amazon, Google, Facebook and Tesla have reinvented themselves in the past few years. And we've all seen a freshly hired CEO decide on a new or expanded direction for their organisation, in
- [Why a Customer-First Strategy Is Your Best Business Investment](https://c3centricity.com/customer-first-strategy-is-best-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 don't understand why it is their best business investment for growth as well. So I thought I would (once again) explain why it would be a good idea for all organisations to adopt
- [The Little Known Disadvantages of a Customer-first Strategy](https://c3centricity.com/the-little-known-disadvantages-of-a-customer-first-strategy/) - There are both advantages and disadvantages of a customer-first strategy, but the former outweighs the latter as this article shows.
- [Using AI to Delight Your Customers With More AI (Authentic Interactions)](https://c3centricity.com/using-ai-to-delight-your-customers-with-more-authentic-interactions/) - 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 past year, the AI landscape has witnessed a significant shift from AI versus AI competitions
- [Top 20 Most Popular Customer Centricity Articles of 2020](https://c3centricity.com/most-popular-customer-centricity-articles-of-2020/) - Traditionally C3Centricity publishes a list of the most popular posts about customer centricity on its blog in January and this year is no exception, despite COVID's extraordinary impact on businesses the world over. Many people were working from home this year, were you? If so, then I'm sure that because you avoided commuting most days,
- [How to Measure Customer-Centricity the Right Way](https://c3centricity.com/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 a lot of my time searching how to better measure customer-centricity for my clients. I also do a lot of analyses on what customers really want today. I’m always trying to understand
- [The Customer Retention Goldmine: How to Keep Customers Happy and Drive Exponential Growth](https://c3centricity.com/the-customer-retention-goldmine-how-to-keep-customers-happy-and-drive-exponential-growth/) - Customer retention is essential for the long-term success of any business. We all know happy customers are more likely to make repeat purchases, provide positive reviews, and refer others to your business. But how do you keep customers happy? Here are some of the best strategies to retain your customers. Check them out and apply any
- [Building Customer Trust and Loyalty: The Foundation of Successful Businesses](https://c3centricity.com/building-customer-trust-and-loyalty/) - In the ever-changing landscape of business today, one factor remains timeless and invaluable: building customer trust and loyalty. Trust and loyalty are the cornerstones that sustain a business and drive customer retention, advocacy, and long-term profitability. In today’s competitive market, where options abound, and consumer preferences constantly shift, nurturing trust has become more critical than
- [A New Breakthrough Model of Customer Experience - Quantum Customer Centricity (QC2™)](https://c3centricity.com/a-new-breakthrough-model-of-customer-experience-quantum-customer-centricity/) - 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 if they are thinking about the traditional CX model. As we start a new year,
- [Feedback Fuelled Success: The Dynamic Duo of Continuous Improvement and Customer Insights](https://c3centricity.com/feedback-fuelled-success-the-dynamic-duo-of-continuous-improvement-and-customer-insights/) - Continuous improvement and customer feedback are not just strategies; they're imperatives. Organizations should embrace a culture of continuous improvement, actively seek and act upon customer feedback, and engage their employees in the process are better positioned to meet evolving customer needs and stay ahead of the curve.
- [The Power of Atomic Change to Unlock Quantum Growth in Any Business](https://c3centricity.com/the-power-of-atomic-change-to-unlock-quantum-growth-in-any-business/) - 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 is no longer the only path to success and is certainly not the most effective.
- [The Power of Creativity: How to Foster Innovation in Your Organization](https://c3centricity.com/the-power-of-creativity-how-to-foster-innovation-in-your-organization/) - How important is innovation in your organisation? You're missing out on revenue and growth if it is not one of your top three objectives! Innovation isn't just a buzzword; it's a critical component of success. Companies that embrace innovation consistently outperform their competitors, adapt to changing market conditions, and create sustainable growth. To truly ignite
- [The Essential Customer-Centric Mission Statement for Achieving Success](https://c3centricity.com/the-essential-customer-centric-mission-statement-for-achieving-success/) - A customer-centric mission statement is a fundamental component for driving success. This article shares four rules and 10 inspiring examples to model yours on.
- [Providing Amazing Customer Journeys by Leveraging the Power of Technology](https://c3centricity.com/providing-amazing-customer-journeys-by-leveraging-the-power-of-technology/) - Customer journeys are evolving fast, and technology is at the forefront of this transformation, especially in the past couple of years, thanks to AI. This post explores how businesses can embrace omnichannel experiences, self-service solutions, and data-driven personalisation to create amazingly seamless and unforgettable customer journeys. I have also added examples illustrating some of the
- [Forgotten Facts & Fantasies of Customer Delight](https://c3centricity.com/facts-and-fantasies-customer-delight/) - If you follow me on social media, you'll know that I've just returned from a three-week visit to Peru. I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference. How glad I was that I took that decision, because
- [How Can You Provide Better Service For Your Clients?](https://c3centricity.com/how-can-you-provide-better-services-for-your-client/) - How Can You Provide Better Services For Your Client? This is a great question isn't it? It was asked recently on Quora and I answered it, as I do many that are posed on topics such as brand building and customer understanding. But this question is I believe very different from most of those asked
- [5 Powerful Ways to Upgrade Your Customer Journey Maps](https://c3centricity.com/do-you-know-your-customers-journey/) - 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 customers. And this should include their customer journey mapping. Through the example of an experience
- [From Good to Extraordinary: Ignite Your Business with Personalized Customer Delight](https://c3centricity.com/from-good-to-extraordinary-ignite-your-business-with-personalized-customer-delight/) - It's time to move from customer satisfaction to customer delight. After all, no one wants to be good when they can be great! These days, providing a delightful, personalized experience for customers is no longer just a luxury—it's a necessity for sustainable business growth. While every business is personal, which we would do well to
- [7 Ways to Deliver Awesome Customer Service & Build Loyal Advocates](https://c3centricity.com/deliver-awesome-customer-service/) - 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 to deliver awesome customer service and build loyal advocates. If you'd prefer to listen rather
- [Actioning Customer Feedback: The Secret to Turning Difficult Customers into Loyal Advocates](https://c3centricity.com/customer-feedback-the-secret-to-turning-difficult-customers-into-loyal-advocates/) - 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 of customers as difficult but merely as angry, frustrated or disappointed with the product or
- [The Best Ways To Improve Innovation With Better Ideation & Insights](https://c3centricity.com/more-successful-innovation-through-better-ideation-and-insights/) - [vc_row][vc_column][vc_column_text css=””] One of the most frequent questions I get asked by my clients is how they can improve their innovation. Whether they are large or small, global or local, they all want to their new products and services to be more successful. And the answer I give them to this question every single time
- [Unlocking Customer Loyalty and Trust with Supply Chain and Brand Transparency](https://c3centricity.com/brand-and-supply-chain-transparency/) - From traceability to plain-language labels—use transparency to build trust, preference, and repeat purchase in CPG.
- [How to Innovate Successfully (What You’re Still Getting Wrong!)](https://c3centricity.com/how-to-innovate-successfully/) - I've written a number of posts on innovation and yet I still get client requests to further help them innovate successfully! One of the favourite articles here on C3Centricity about the topic is "Improving Ideation, Insight & Innovation: How to Prevent Further Costly Failures." Despite all the great ideas and tips it includes, I believe
- [A Customer-First Approach to Successful Innovation (and 3 Secrets Shared)](https://c3centricity.com/customer-first-approach-successful-innovation/) - Denyse Drummond-Dunn · A customer-first approach to successful innovation “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.” Whether you believe that 60% of new product launches fail, or the number is 80% or 95%+, the truth is that successful innovation is rare. Why is this? Read on
- [7 Essential Steps to Successful Business Projects (A Useful Roadmap)](https://c3centricity.com/7-steps-successful-business-project-process/) - Although there is no magic bullet to transform your business into a successful powerhouse, I have witnessed similarities amongst those that grow more profitably. And what they have in common is the process steps of their business projects. Why not compare your own to the elements below and see how good yours really are? Here

## Pages

- [Home](https://c3centricity.com/) - Reigniting momentum in careers and companies. The only source that helps CPG companies accelerate growth & profitability with advanced consumer-first strategies
- [Blog](https://c3centricity.com/blog/) - C3Centricity Blog covers both online and offline customer-first stratgies and marketing best practices from across the globe.
- [wcc landing page](https://c3centricity.com/wcc-landing-page/) - How To Adopt a Customer-First StrategyAnd Grow 3 Times Faster! (it’s a fact!) If you’d like to sell more products or services – and who wouldn’t? – then this will be the most important book you’ll ever read! Paul Polman, Former CEO of Unilever called it:“A must-read for Today’s and Tomorrow’s Marketeers.” Exactly What You’re
- [Training](https://c3centricity.com/training/) - Workshops & Training Denyse’s most requested in-person and online courses WORKSHOPS & COURSES In-person & Online Training All our courses are personalised to fit your specific needs.Our online training can be given using Skype, Zoom,or your own internal video conferencing facilities. HIGHLIGHT on the Insight Development Course 1-Day Customer First Strategy Training Sessions Need to Motivate
- [Quantum Customer Centricity (QC2) … Beyond CX](https://c3centricity.com/qc2-beyond-cx/) - Quantum Customer Centricity™ (QC2) is the New CX Model that combines the Art and Science needed to attract, delight and retain more customers for accelerated growth and increased profitability Many of the self-proclaimed “gurus” who speak about CX have not had experience in the corporate world helping an organisation to put customers at their heart.
- [podcasts](https://c3centricity.com/podcasts/) - REIGNITING MOMENTUM IN CAREERS AND COMPANIESMarketing Deep Dives by Denyse Listen OnApple Podcast Listen OnSpotify Listen OnYouTube Listen OnSoundCloud Listen OnAmazon Music Listen OnAudible Listen OnPlayer.FM Listen OnPodcast App Listen OnOvercast Listen OnPodChaser
- [Full Quiz Landing](https://c3centricity.com/full-quiz-landing/) - Do you ALWAYS think of customers first? Do you INCLUDE customers in your processes? Do you know HOW you could do better?Now, with this complete evaluation tool from C3Centricity, you can identify exactly where you stand. Finally, you will know where you excel and where you could put in a little more effort so your
- [Contact](https://c3centricity.com/contact/) - Contact us | The Quickest Way to Get Answers & Inspiration. Let's Talk About Some Fresh Opportunities For You!
- [The art science of qc2 beyond cx](https://c3centricity.com/the-art-science-of-qc2-beyond-cx/) - TIME FOR A NEW CX MODEL! If You’re Not Growing as Fast / Profitably as You Would Like, it’s Not Your Fault! You Need New Customer-first Strategies Many self-proclaimed “gurus” who speak about CX have very little, if any, experience in the corporate world! ​So why are you following what they say you should be doing? They haven’t been in your
- [Favourite Tools](https://c3centricity.com/favourite-tools/) - C3CENTRICITY’S FAVOURITE TOOLS This is a list of some of the resources I have used to build my business. Click on those that interest you to find out more. If you buy any of these, I may receive a small payment as an affiliate, but you will not pay a premium because of this. But
- [Speaking](https://c3centricity.com/speaking/) - C3Centricity offers speaking and training: interactive keynotes, talks and presentations of 30-90 minutes, and training in-person or online to fit your needs.
- [Library](https://c3centricity.com/library/) - C3Centricity resources to help you stay Ahead of the Competition! Improve your Presentations. Download Useful Tools & Templates. Have some fun.
- [Meet Denyse](https://c3centricity.com/about/) - Denyse Drummond-Dunn is a growth catalyst, author, and keynote speaker. She helps businesses scale using expert customer-first strategies and global training.
- [Privacy_Policy](https://c3centricity.com/privacy_policy/) - C3Centricityis committed to safeguarding the privacy of our web site visitors and this is the C3Centricity Privacy Policy.
- [Testimonials](https://c3centricity.com/testimonials/) - Testimonials
- [Quiz is it time to leave your job](https://c3centricity.com/quiz-is-it-time-to-leave-your-job/) - Is it Time to Leave Your Job? Are you unhappy in work these days? Are you constantly stressed or lacking any balance with your private life? Do you ever feel that you don’t fit in at the office anymore? Have you ever experienced mental or physical harassment on the job? If so, it might be
- [QUIZ: Is it Time to Leave Your Job?-OLD](https://c3centricity.com/quiz-is-it-time-to-leave-your-job-old/) - [vc_row full_width=”stretch_row” css=”.vc_custom_1659427466297{padding-top: 60px !important;padding-bottom: 60px !important;background-color: #118abf !important;}”][vc_column][vc_row_inner][vc_column_inner][vc_custom_heading text=”Is it Time to Leave Your Job?” font_container=”tag:h1|font_size:60px|text_align:center|color:%23ffffff” google_fonts=”font_family:Oswald%3A300%2Cregular%2C700|font_style:400%20regular%3A400%3Anormal”][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner width=”1/6″][/vc_column_inner][vc_column_inner width=”2/3″][vc_column_text] Are you unhappy in work these days? Are you constantly stressed or lacking any balance with your private life? Do you ever feel that you don’t fit in at the office anymore? Have you ever
- [Sample Download of Winning Customer Centricity](https://c3centricity.com/free-three-chapter-download-of-wcc/) - Free sample chapter download of WCC | Thanks for completing your details. Check their email for the download button.
- [Download QC2 Book Confirmation](https://c3centricity.com/download-qc-book/) - Confirmation of your link to download the Quantum Customer Centricity (QC2) Book
- [Events](https://c3centricity.com/events-3/) - Upcoming Events
- [qc](https://c3centricity.com/qc/) - your customers are the nucleus of your business ready to learn more ? Get more insights like this in our eBookThe Art and Science of QC2 … Beyond CX
- [brand-innovation](https://c3centricity.com/brand-innovation/) - Innovation & Brands
- [Insight](https://c3centricity.com/category-insight/) - Insight & Brand Growth
- [Leadership](https://c3centricity.com/leadership-2/) - Leadership
- [Quiz-Evaluator](https://c3centricity.com/quiz-evaluator/)
- [c3centricity-4w-template](https://c3centricity.com/c3centricity-4w-template/) - Create Your Perfect Customer Persona in 5 Minutes: The Proven 4W Template That Drives 30%+ Revenue Growth Join Leading Global CPG brands already using our proprietary framework to build consumer-centric strategies that accelerate profitable growth This interactive workbook shows you how to collect information about your customers and includes blank worksheets for you to complete.The 4W template
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- [Clients](https://c3centricity.com/clients-2/) - Clients from Across the Globe
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- [Ladders Assessment Section](https://c3centricity.com/ladders-assessment-section/)
- [Ladders Assessment Instructions](https://c3centricity.com/ladders-assessment-instructions/)
- [Ladders Assessment Verify OTP](https://c3centricity.com/ladders-assessment-verify-otp/)
- [Sitemap](https://c3centricity.com/sitemap/)
- [Upcoming Events](https://c3centricity.com/upcoming-event/) - Upcoming Events

## My Testimonials

- [Tim Clover](https://c3centricity.com/wpt-testimonial/tim-clover-2/) - Denyse delivered a strong presentation providing a clear stance on how insight professionals need to elevate their relevance with courage and conviction if they want to move their relationships into the boardroom. Denyse has a huge amount of experience and insight to share and a point of view worth hearing.
- [Meltem Karaha](https://c3centricity.com/wpt-testimonial/meltem-karaha/) - Denyse helped us to become better at turning insights to action. The workshop introduced specific tools and action plans towards activating most relevant insights. She also planted ideas about how to elevate the role of the insights functio
- [Vanessa Oshima, Coca-Cola](https://c3centricity.com/wpt-testimonial/vanessa-oshima-coca-cola/) - What was refreshing was the care that Denyse took in designing the course, getting to know our internal processes, pain points and strengths, before she custom designed the course, materials and goals. This showed me that Denyse doesn’t just write about being customer centric, she IS customer centric in the way she runs her own
- [Andrea Bielli](https://c3centricity.com/wpt-testimonial/andrea-bielli-2/) - Denyse is an inspiring professional with a great strategic focus. Her ability to shape a vision and drive change is unique. She is able to understand very well brands and consumers. She is innovative and passionate about her work. It has always been a real pleasure working with her.
- [Dan Foreman](https://c3centricity.com/wpt-testimonial/dan-foreman-2/) - Denyse sees the big picture and knows exactly where research excellence needs to hit it. She is great at change management, engaging teams, and leading to success
- [Tom De Ruyck](https://c3centricity.com/wpt-testimonial/tom-de-ruyck-2/) - Denyse not only has a vision for the future of Marketing Research, she also brings years of experience to the table in her hands-on workshops. She also knows how to translate her set of best practices to the current digitalised business reality.
- [Dr Stefan Oglesby](https://c3centricity.com/wpt-testimonial/dr-stefan-oglesby-2/) - I found the evening very inspiring, congratulations for the great workshop. Especially it has brought clarity to what I’ve actually been doing for the past few months: zooming in and out to find the right focus for my future offering.
- [Nathalie Klei](https://c3centricity.com/wpt-testimonial/nathalie-klei/) - Denyse is an awesome trainer and person. The course was fantastic in crystallising the need for consumer centricity and how to create more impact with insights. Highly recommended.
- [Renaud Du Pasquier](https://c3centricity.com/wpt-testimonial/renaud-du-pasquier-2/) - Denyse helped us understand why we were struggling to attract clients. She identified gaps in our visibility, clarified opportunities with potential clients and products, and delivered a strong synthesis with practical avenues to explore. Her external and competent perspective was extremely valuable.
- [Michèle Zufferey](https://c3centricity.com/wpt-testimonial/michele-zufferey-2/) - Denyse provided valuable advice on our target clients, helped us redefine our Unique Selling Proposition, confirmed the attractiveness of our products, and suggested improvements to our communications.
- [Jon Arnold](https://c3centricity.com/wpt-testimonial/jon-arnold-2/) - There are major untapped opportunities for brands, but only if marketers can effectively harness new technologies, which remain poorly understood. Denyse definitely gets the bigger picture, and can be of great help to any company trying to navigate this new landscape.
- [Iain Martin](https://c3centricity.com/wpt-testimonial/iain-martin-2/) - Denyse is clearly an expert in her field. She triggered a valuable thought in reminding me that our competition is not who I thought it was. ‘Knowing your enemy’ is how to win wars.
- [Constantinos Pantidos](https://c3centricity.com/wpt-testimonial/constantinos-pantidos/) - Summarizes the valuable teachings of the past, describes the current situation with clarity, provides valuable and concrete direction for the future of the industry.
- [David Armano](https://c3centricity.com/wpt-testimonial/david-armano/) - Most companies want to be customer centric, but in reality, few are. Denyse lays our the core foundational elements needed from organizational design to company culture to instill customer centricity at the heart of an organization. This is a must read for organizations ready and willing to put their customer needs at the core of
- [Raja Mukesh Dokala](https://c3centricity.com/wpt-testimonial/raja-mukesh-dokala/) - An inspiring, human centric discussion on how to use Al to empower oneself.
- [Craig Griffin](https://c3centricity.com/wpt-testimonial/craig-griffin/) - An exploration of how to position yourself as a consultant in an increasingly Al driven insights business.
- [Cheryl Houng](https://c3centricity.com/wpt-testimonial/cheryl-houng/) - It was a great session! Highly recommend any forward thinking researcher to attend more of Denyse’s talks. Looking forward to the next one at a city near me!
- [Ashish Shukla](https://c3centricity.com/wpt-testimonial/ashish-shukla/) - Must attend as it brings back human intelligence in focus in this Al age
- [Anita Williams Weinberg](https://c3centricity.com/wpt-testimonial/anita-williams-weinberg/) - Winning Customer Centricity is brimming with smart, easy-to execute ideas that will help you re-tool your business and put your customers front-and-centre, right where they belong. If you’re in business today, Denyse’s book is a must-have. No excuses; go out and get it!
- [Joseph Johnson](https://c3centricity.com/wpt-testimonial/joseph-johnson/) - (They) found her real-world applications of theoretical principles of New Product development very enlightening. They also found her knowledge of modern marketing methods very useful.
- [Michael Hoy](https://c3centricity.com/wpt-testimonial/michael-hoy/) - It is very important that we use industry experts to address faculty, and I know from their feedback, that some of them will be using your information to good use, in class with our students. I look forward to working with you again soon.
- [Paul Polman](https://c3centricity.com/wpt-testimonial/paul-polman/) - Despite my trying to practice it every day, Denyse’s book Winning Customer Centricity still provided me with some fresh and practical new thinking, and much needed discipline that I will take back to work. A must-read for today’s and tomorrow’s marketeers.
- [Richard Beswick](https://c3centricity.com/wpt-testimonial/richard-beswick/) - A belated thank you for your outstanding presentation. The class was abuzz after your departure. Not only was the content highly relevant, modern and pitched at just the right level, your passion and enthusiasm was inspiring to us all. I know that the social network dialogue between the class and yourself has begun. One student

## Testimonial Categories

- [All Testimonials](https://c3centricity.com/wpt-testimonial-category/all-testimonials/)
- [Home Testimonials](https://c3centricity.com/wpt-testimonial-category/home-testimonials/)