Your comapny's customer centric journey

How to Fast-Start your Customer Centric Journey and Accelerate Ahead of Competition

Many of my clients tell me that they understand they should be paying more attention to their customers, but admit that they just don’t know where to start when it comes to becoming more customer centric. I can empathise with them; the task may seem overwhelming at first. After all, it is not something that […]

Pre-vacation checklist

Your Pre-Vacation Marketing Checklist: Don’t Leave the Office Without Doing It!

Have you already taken your mid-year vacation, are you currently on it, or are you eagerly anticipating your departure, as you finish all those last-minute tasks? If it’s the latter, then you will find this checklist extremely useful. For those of you who have already taken your vacation, then this list will provide you with a simple […]

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 […]