İçerik Marketing Deep Dives by Denyse and Denyse Drummond-Dunn tarafından sağlanmıştır. Bölümler, grafikler ve podcast açıklamaları dahil tüm podcast içeriği doğrudan Marketing Deep Dives by Denyse and Denyse Drummond-Dunn veya podcast platform ortağı tarafından yüklenir ve sağlanır. Birinin telif hakkıyla korunan çalışmanızı izniniz olmadan kullandığını düşünüyorsanız burada https://tr.player.fm/legal özetlenen süreci takip edebilirsiniz.
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Customer - First Strategy: The Best Business Investment
Manage episode 454315095 series 1270428
İçerik Marketing Deep Dives by Denyse and Denyse Drummond-Dunn tarafından sağlanmıştır. Bölümler, grafikler ve podcast açıklamaları dahil tüm podcast içeriği doğrudan Marketing Deep Dives by Denyse and Denyse Drummond-Dunn veya podcast platform ortağı tarafından yüklenir ve sağlanır. Birinin telif hakkıyla korunan çalışmanızı izniniz olmadan kullandığını düşünüyorsanız burada https://tr.player.fm/legal özetlenen süreci takip edebilirsiniz.
This episode argues that prioritising customer needs is a company's best business investment. Numerous studies demonstrate a strong correlation between a customer-first approach and improved key performance indicators, including increased customer loyalty, lifetime value, advocacy, higher financial returns, and employee satisfaction. Successfully implementing this strategy requires understanding customer preferences through data analysis, empowering employees to prioritise customer needs, and continuously improving the customer experience. In conclusion, Denyse suggests that CPG executives should become champions of the customer-centric model for long-term business success and growth.
…
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88 bölüm
Manage episode 454315095 series 1270428
İçerik Marketing Deep Dives by Denyse and Denyse Drummond-Dunn tarafından sağlanmıştır. Bölümler, grafikler ve podcast açıklamaları dahil tüm podcast içeriği doğrudan Marketing Deep Dives by Denyse and Denyse Drummond-Dunn veya podcast platform ortağı tarafından yüklenir ve sağlanır. Birinin telif hakkıyla korunan çalışmanızı izniniz olmadan kullandığını düşünüyorsanız burada https://tr.player.fm/legal özetlenen süreci takip edebilirsiniz.
This episode argues that prioritising customer needs is a company's best business investment. Numerous studies demonstrate a strong correlation between a customer-first approach and improved key performance indicators, including increased customer loyalty, lifetime value, advocacy, higher financial returns, and employee satisfaction. Successfully implementing this strategy requires understanding customer preferences through data analysis, empowering employees to prioritise customer needs, and continuously improving the customer experience. In conclusion, Denyse suggests that CPG executives should become champions of the customer-centric model for long-term business success and growth.
…
continue reading
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Marketing Deep Dives by Denyse
1 Why Hyper-Personalisation Matters in Delighting Your Consumers 17:22
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17:22The episode examines hyper-personalization in marketing, a strategy using AI and real-time data to create highly individualized customer experiences. The discussion highlights the importance of this approach for building brand loyalty, boosting sales, and differentiating in competitive markets. Denyse shares numerous examples from various companies and regions to illustrate successful implementations, emphasizing the role of data analytics and various technologies. The discussion also addresses ethical concerns surrounding data privacy and the potential for over-personalization. Finally, it concludes that hyper-personalization is crucial for future success in consumer engagement.…
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Marketing Deep Dives by Denyse
1 Breaking The Glass Ceiling 7 Truths Smart Women Need To Know 27:55
27:55
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27:55The episode explores hyper-personalisation, a marketing strategy using AI and real-time data to create highly individualised consumer experiences. It details how this approach builds customer loyalty, boosts sales, and strengthens brand differentiation through tailored product recommendations and interactions across various touchpoints. The importance of data privacy and ethical considerations are also discussed, alongside examples of successful hyper-personalisation implementations from various global companies. Ultimately, the discussion concludes that hyper-personalisation is no longer optional but crucial for sustained success in today's competitive market.…
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Marketing Deep Dives by Denyse
1 Climbing the Glass Ladder and Breaking the Glass Ceiling 20:23
20:23
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20:23This episode of Marketing Deep Dives by Denyse presents seven key insights for women aiming for leadership roles. The advice comes from Denyse's three decades of experience in over 125 countries and numerous industries. Statistics highlighting the underrepresentation of women in senior positions are contrasted with qualitative observations of workplace dynamics. Denyse argues that navigating power plays, managing visibility, and setting boundaries are all crucial for success. She shares examples from various industries as well as research findings to support the claims. Finally, Denyse promotes her framework, "LADDER," designed to help women transform challenges into opportunities for their career advancement.…
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Marketing Deep Dives by Denyse
1 Five Brilliant Ideas For Insight Development 12:43
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12:43This episode presents five key strategies for enhancing insight development in marketing. It emphasises that insights rarely result from singular market research studies but require integrating diverse data and information. The process necessitates focusing on consumers' desired behavioural or attitudinal shifts, often involving emotional connections. Collaboration across departments is crucial for gaining diverse perspectives, leading to breakthroughs. Denyse concludes that insights frequently hinge on fundamental human truths, offering broad applicability, and can even be adapted across different categories.…
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Marketing Deep Dives by Denyse
1 The 5 Rules Of Customer Observation 18:04
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18:04This episode of Marketing Deep Dives by Denyse emphasises the importance of direct customer observation for businesses seeking to improve understanding. It highlights the shortcomings of traditional market research and advocates for regular, informal interactions with customers. The discussion details five key rules for effective observation: attentiveness, objectivity, and contextual awareness. These rules, which Denyse proposes, aim to ensure accurate data collection and insightful analysis, which will ultimately improve products and services. The episode also stresses the need for cultural sensitivity in international settings and encourages the sharing of experiences to enhance understanding.…
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Marketing Deep Dives by Denyse
1 Customer - First Strategies Lessons From Swiss Police 11:21
11:21
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11:21The episode uses Swiss police speed cameras as a case study to illustrate the benefits of a customer-first strategy. It contrasts the negative customer experience of traditional speed cameras (permanent, temporary, and laser) with the positive response to cameras providing immediate feedback, like a smiley face for drivers under the speed limit. Denyse argues that focusing on a positive customer experience, rather than solely on revenue generation, leads to better outcomes and brand loyalty, applying this concept to businesses beyond law enforcement. The discussion concludes by promoting Denyse's C3Centricity customer-centric business consulting services.…
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Marketing Deep Dives by Denyse
1 Brand Portfolio Management 5 Secrets To Success 13:40
13:40
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13:40The episode discusses brand portfolio management, arguing that fewer, well-chosen variants lead to greater success. It challenges the common belief that more choices benefit consumers, citing research indicating that excessive options can hinder purchasing decisions. Denyse uses examples of successful global brands to illustrate the benefits of focused brand portfolios and suggests strategies for streamlining SKUs, such as annual reviews and targeted innovation. She says poor brand management is linked to marketers prioritising quick promotions over effective long-term brand strategies. Denyse concludes by emphasising the importance of understanding customer needs and aligning product offerings to those needs for optimal results.…
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Marketing Deep Dives by Denyse
1 The 7 Ps Of Customer Service Excellence 20:56
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20:56This episode examines the qualities of excellent customer service, using a personal anecdote from Denyse about a positive experience she had with a cable company. It represents the ideal "7 Ps" of customer service excellence: Private, Patient, Polite, Perceptive, Professional, Pragmatic, and Perseverant. Denyse contrasts this positive experience with the generally negative experiences of dealing with call centres, highlighting the importance of speed and empathy in resolving customer issues. She advocates for prioritising customer needs and emphasises the value of a responsive and understanding approach to customer service. In conclusion, Denyse suggests that the audience check out the C3Centricity customer service training services as a solution to improve business practices. Token: Wi45kTzaLqGtmplkiGM6…
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Marketing Deep Dives by Denyse
1 Seven Leadership Lessons For Quantum Growth 17:29
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17:29This episode offers seven leadership principles drawn from Denyse's experiences, including continuous learning, seeking help, practising diligently, thorough preparation, embracing mistakes, honesty, and considering diverse customer groups. To illustrate these points, Denyse shares personal anecdotes, such as recording an audiobook. A bonus eighth principle, preparing for unforeseen challenges, is also suggested during the discussion. In conclusion Denyse emphasizes the importance of continuous self-improvement and to use a holistic approach to be a more effective leader.…
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Marketing Deep Dives by Denyse
1 Top 2025 Consumer Trends For CPG 16:50
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16:50This episode discusses five key consumer trends predicted to shape the consumer packaged goods (CPG) industry in 2025. They include: - ultra-personalization - digital engagement - sustainability - wellness - authentic brand purpose. The lively discussion examines each trend, providing examples of successful brand implementations and actionable strategies for CPG companies to adapt. Denyse emphasises the importance of leveraging data, technology, and ethical practices to build meaningful consumer relationships and achieve growth. Denyse concludes by urging CPG brands to prioritise consumer values and create genuine connections to thrive in the evolving market in 2025.…
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Marketing Deep Dives by Denyse
1 Customer Journey Mapping Failures 14:15
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14:15This episode recounts Denyse's negative customer experience with the Hilton hotel group, illustrating failures in their customer journey mapping. Three key lessons are developed out of this experience: 1. The need to integrate all customer touchpoints 2. The importance of adequately addressing and resolving mistakes 3. Follow-up is necessary to ensure customer satisfaction. In conclusion, Denyse proposes two additional improvements to customer journey mapping: 1. Incorporating customer emotions at each interaction 2. Personally experiencing the customer journey as a buyer This discussion focuses on improving customer service and satisfaction by optimising customer journey mapping strategies.…
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Marketing Deep Dives by Denyse
1 Six Essentials Of A Customer - First Strategy 17:00
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17:00This episode presents six essential components of a customer-first strategy applicable across various industries, focusing mainly on hospitality and consumer packaged goods (CPG). Denyse's core argument emphasises shifting from a return on investment (ROI) model to prioritising customer engagement and building relationships, even with potential future customers. She suggests leveraging user-generated content, prioritising value over price, fostering innovation and partnerships, understanding that loyalty is constantly earned, and facilitating open dialogue with customers via multiple channels. Denyse encourages proactive engagement and rapid response to customer needs to ensure sustained growth and customer satisfaction. She concludes with a call to action, encouraging readers to explore Denye's services and resources.…
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Marketing Deep Dives by Denyse
1 9 Essentials Of A Great Website 14:39
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14:39This episode presents nine essential elements for creating a customer-centric website that thrives online. Emphasis is placed on prioritising customer needs, from intuitive site structure and easy contact options to comprehensive product details and engaging content. Denyse advocates for transparency, security, and a responsive design across multiple devices. User-generated content and valuable, updated information are highlighted as key engagement strategies, encouraging customer interaction and building brand trust. Denyse concludes by suggesting a website audit to improve customer experience.…
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Marketing Deep Dives by Denyse
1 Seven Reasons Customer - First Strategies Fail 13:10
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13:10This episode outlines seven common reasons companies fail to implement a customer-first strategy successfully. Lack of executive leadership and company-wide buy-in are highlighted as critical failures. Denyse emphasises the need for clear roles and responsibilities, visible leadership, and an understanding that a customer-first approach is an ongoing process, not a one-time project. Furthermore, she stresses that the significant potential for increased profitability and customer retention outweighs the perceived high cost of implementation. Finally, Denyse encourages companies to overcome these obstacles to achieve greater success and profitability.…
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Marketing Deep Dives by Denyse
1 Igniting Customer - First Culture: A 7 - Step Roadmap for CPG 19:47
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19:47This episode presents a seven-step roadmap for executive teams to implement a customer-first strategy successfully. The core message emphasises clear communication of the new vision, leading by example, aligning company processes, embedding customer feedback into decision-making, providing employee training and resources, rewarding customer-centric behaviour, and continuously monitoring and improving the strategy's effectiveness. Denyse shares examples of a customer-first approach to effectively illustrate how to guide an organisation through significant strategic changes. In conclusion, she suggests that CPG executives cultivate a company culture prioritising customer satisfaction.…
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