Great leaders

What Great Leaders Know and More Importantly Do, and You Probably Don’t

I’d like to start this post with a bit of background. If there’s one thing I’ve learned from recording the audio version of my book Winning Customer Centricity, it’s that we should never stop learning and improving. In fact I am often quoted as saying: “A day without learning, is a day without living” (>>Tweet this<<) […]

Connect with customers

4 Marketing Essentials for 2015: What You Must Do Differently to Excel

As you will have seen, if you’re a regular follower here, I was in the US last month, catching up with a few partners and clients. We discussed their marketing priorities for 2015 and what they still needed to accomplish to meet their annual targets and objectives. At the beginning of last year I wrote a […]

Customer choice is hard

Do Your Shoppers Face a Purchasing Dilemma? How to Give the Right Customer Choice Every Time

I’ve just come back from a week’s course in Spain organised by the European Monroe Institute. The course was on consciousness, a thing all good marketers need to develop, especially when it comes to their customers’ choices. The reason I am referring to this course, besides the fact that it was led by the brilliant consciousness expert […]

Good market research brief leads to good MR

Why Marketing doesn’t Always Get the Research it Needs, But Usually What it Deserves

Why do marketers sometimes complain about the market research they get? I’ve often heard comments during presentations such as “We already knew that” or “This can’t be right” or “Why can’t you answer the questions I have?” I am sure you have said something similar yourself or been on the receiving end of such statements. […]

Customer satisfaction is not enough

The New Challenge of Marketing: Customer Satisfaction is Not Enough!

We all know how extremely demanding consumers have become in recent years. Constant innovation and novelty has made us all more impatient and critical. We want things better, faster and sometimes cheaper as well, especially when innovation isn’t happening quick enough. And customer satisfaction is becoming insufficient. I was recently in the US and as […]

Show your customer care

No Trust without Respect: 7 Rules to Winning Customers

I got an email this week that was just so wrong I almost replied to it offering my help to the sender, as he clearly needed it. The email started, “Hello Deny, I will keep my introduction brief. I’m Scott XXX, CEO for YYY.” He was informing me about his company’s training offers, which he […]

Brand Strategy & Vision

Brand Strategy, Vision & Planning: When did you Last Review Yours?

How do you develop your brand strategy and vision? Do you just take last year’s document and revise it? Do you build your plan based upon the sales and profit increases imposed by management? Or do you start from your target customers’ perspective? You know me well enough to have guessed that as a customer […]

Snow at Manchester UK Airport

10 Steps & 5 Success Factors to Ensure your Business is Ready for Anything

Have you taken our short 3-qn survey yet for a chance to WIN one of FIVE FREE CONSULTATIONS? Takes less than a minute. Every winter, the media is full of stories of record snowfalls somewhere in the world, whether in the US, Europe or further east. However things are usually never as bad nor as record-breaking as announced. Despite all the […]

Businessman worried about jeopardising customer loyalty

Are you Jeopardising your Customers’ Loyalty? Or is it Going to Disappear Anyway?

As you have no doubt already noticed, my Blog posts and those of many other Bloggers too, are often prompted by real-world experiences. This week is no exception. I want to share with you some examples of how companies jeopardise the loyalty of their customers and also seriously limit their chances of getting repeat purchases. […]