This deep dive discusses the importance of exceeding customer satisfaction to achieve customer delight and its positive impact on brand loyalty. 

It explains that customer delight fosters stronger emotional connections, leading to increased advocacy and long-term success. 

The podcast details various methods for measuring customer delight, including Net Promoter Score (NPS), Customer Effort Score (CES), and emotional response surveys. It also analyses social media sentiment, customer testimonials, and key metrics like customer retention and churn rates. 

Furthermore, customer journey analytics and customer loyalty index (CLI) are highlighted as valuable tools. 

The ultimate goal is to provide businesses with actionable strategies to measure and improve customer delight.

Measuring Customer Delight And Its Impact On Brand Loyalty

This podcast focuses on key trends shaping successful consumer-first business strategies in 2025. 

It highlights the importance of AI-driven personalisation, data privacy, omnichannel experiences, and ethical AI in building customer loyalty. 

The discussion also emphasises the need for human empathy, automation, and proactive customer support to achieve a truly customer-centric approach. 

Finally, it stresses the significance of continuous innovation and adapting to evolving customer expectations for long-term business success.

Consumer - First Strategies For Business Success In 2025

This episode provides a comprehensive guide to crafting effective, consumer-centric mission statements. 

It emphasises the importance of understanding consumer needs, using clear language, setting specific goals, and aligning the statement with company values. 

The guide offers a five-step process for developing such statements, including market research and establishing measurable objectives. 

Examples of consumer-centric mission statements from various companies are provided to illustrate successful implementation. 

Finally, the text encourages readers to assess and update their own mission statements for improved business performance.

Customer - Centric Mission Statements  A Guide To Success

This episode of Deep Dives by Denyse emphasises the crucial role of continuous improvement and consumer feedback in achieving business success, especially in CPG. 

The discussion argues that it is essential to incorporate consumer insights through various channels, analyse feedback effectively, and prioritise actionable suggestions. 

Denyse advocates for creating a feedback-driven culture, emphasising leadership support, employee engagement, and closing the feedback loop. 

The episode concludes by promoting a data-driven, iterative approach to improvement, highlighting the value of learning from failures and rewarding employee contributions.

Feedback - Fueled Success  Continuous Improvement & Customer Insights

This episode of DEEP DIVES from DENYSE argues that exceeding customer expectations is crucial for business growth, surpassing mere satisfaction. 

It uses examples like Amazon, Zappos, Apple, IKEA, and Brompton Bikes to illustrate how companies achieve this through exceptional service, innovative products, and emotional connections with customers. 

In her article discussed in this episode, Denyse emphasises the importance of surprising and delighting customers, creating a memorable experience that fosters loyalty beyond initial satisfaction.

The discussion concludes that aiming for consistent improvement and exceeding expectations should be a core objective for any business.

Beyond Customer Satisfaction  Achieving Delight

This episode of DEEP DIVES from DENYSE recounts a frustrating three-month customer service experience that Denyse had with TomTom, highlighting the company's failure to promptly resolve a simple map reactivation request due to repeated requests for documentation in different formats. 

This negative experience then serves as a case study to illustrate seven key principles of excellent customer service: prioritising customer needs, responding quickly, taking immediate action with minimal information, using customer-friendly language, empowering customer service representatives, focusing on swift resolution and customer satisfaction, and aiming to exceed expectations. 

Denyse emphasises that even seemingly basic principles are often overlooked, resulting in lost customer loyalty and missed opportunities. 

The discussion also promotes Denyse's book on how to adopt a customer-first strategy called Winning Customer Centricity.

Seven Steps To Awesome Customer Service

In this latest episode of DEEP DIVES from DENYSE, Radical Consumer Centricity is presented as a superior business strategy compared to typical "consumer-first" approaches. 

The discussion emphasises the importance of embedding consumer insights into all company operations, leading to increased profitability and loyalty. 

Several companies, such as Monzo, Oatly, and Kroger, are highlighted as examples of successful implementation. 

A three-pillar framework focusing on cultural alignment, integrated data systems, and adaptable frameworks is proposed to achieve this. 

The episode concludes by advocating for proactive adaptation to evolving consumer needs to gain a true competitive advantage.

Radical Consumer Centricity  A Competitive Advantage

This episode advocates for fostering innovation within organisations. 

It emphasises the importance of a creative culture achieved through open communication, diversity, and resource provision. 

The discussion highlights the significance of a growth mindset, embracing challenges and viewing failures as learning opportunities. 

Several real-world examples (Google, Amazon, 3M) are discussed that Denyse uses to illustrate successful strategies. 

The episode argues that a customer-centric approach is crucial for driving continuous innovation and achieving sustainable growth.

Igniting Innovation  A Culture Of Creativity

This episode of Marketing Deep Dives by Denyse explores the advantages and disadvantages of implementing a customer-first business strategy. 

Advantages include improved customer satisfaction, increased sales, enhanced brand reputation, and better decision-making, illustrated through examples like Amazon, Apple, and Zappos. 

However, disadvantages include increased costs, a potential short-term focus, difficulty measuring success, and the challenge of balancing customer and business needs, as Southwest Airlines, Kodak, and McDonald's have demonstrated. 

The discussion concludes with recommendations for companies considering this approach. 

Denyse emphasises the need for a thorough assessment, clear metrics, employee training, interdepartmental collaboration, and a long-term perspective. 

Denyse shares several examples of companies that have successfully adopted a customer-first strategy for further inspiration, such as Salesforce and Airbnb.

Customer - First Strategies  Advantages & Disadvantages

This episode argues that a customer-first strategy is crucial for business success in the post-pandemic era. 

It highlights the increased importance of customer connection and engagement, driven by consumers' higher digital media consumption and a greater sharing of experiences online. 

The discussion shares statistics demonstrating the strong correlation between superior customer experience and increased profitability, while also acknowledging challenges such as marketers' struggle to translate data into actionable insights and the need for improved market research capabilities. 

In conclusion Denyse advocates for a company-wide commitment to customer-centricity, emphasizing the significant return on investment such a strategy offers. 

She promotes C3Centricity's services as a solution to assist companies in implementing a customer-first approach.


Customer-First Strategies for Post-Pandemic Success

This 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.

Seven Reasons Customer - First Strategies Fail

This 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.

Customer Journey Mapping Failures

This 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.

Top 2025 Consumer Trends For CPG

This 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.

Seven Leadership Lessons For Quantum Growth

This 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.

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The 7 Ps Of Customer Service Excellence

The 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.

Customer - First Strategies  Lessons From Swiss Police

The 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.



Why Hyper-Personalisation Matters in Delighting Your Consumers

This episode of Marketing Deep Dives by Denyse examines why many consumer packaged goods (CPG) companies' AI marketing strategies underperform despite significant AI market growth.  
It highlights several common failures, such as relying on single AI tools, outdated measurement methods, and static segmentation, providing real-world examples of successful companies like P&G, Nike, and L'Oréal that have overcome these challenges.  The discussion then outlines a three-year roadmap for effective AI marketing investment, emphasizing infrastructure, talent development, and governance. 
Finally, it emphasizes the importance of continuous learning and adaptation to emerging technologies like quantum computing and edge AI to ensure long-term success.


AI Marketing Strategies_ Success & Transformation

The discussion this week argues that deep customer insights, meaningful innovation, and inclusive leadership are crucial for business success in 2025.  
It supports this claim with data from McKinsey, PwC, BCG, and Deloitte, showcasing how companies effectively integrating these three elements significantly outperform their competitors.  
The discussion provides examples of successful companies like Spotify, Nike, Unilever, and Microsoft, illustrating how these principles are applied in practice.  
Finally, it offers a framework for implementing these principles and suggests methods for measuring progress.


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

Influencer marketing is transforming the consumer packaged goods (CPG) industry, with social media personalities launching successful brands like Prime Hydration and Feastables. Authenticity, direct engagement, and pre-built audiences are key drivers, disrupting traditional marketing and creating new market dynamics. 
Established CPG brands can learn from these strategies by fostering authenticity, engaging consumers directly, and partnering with influencers. 
However, influencer-led brands face risks like over-reliance on personal reputation and challenges in scaling without losing their unique appeal. 
Despite some speculation, influencer marketing remains powerful, offering unparalleled reach, high ROI, and strong consumer trust, particularly among younger demographics. 
The future of CPG involves blending traditional strengths with influencer-driven approaches to foster genuine connections and continuous innovation.

Influencer Marketing: Redefining Consumer Engagement and Market Success

This session, drawn from personal experience in corporate leadership and supported by research, identifies seven key insights for navigating workplace power dynamics, particularly for women aiming for senior roles. It argues that simply breaking the "glass ceiling" isn't enough, as subtle biases and power plays persist at all levels. 
Denyse highlights issues like visibility challenges, fear-based leadership, and the importance of boundaries. 
Ultimately, the discussion of Denyse's blog post aims to equip individuals with a framework to understand and strategically respond to these often-hidden truths in their career progression, offering further guidance through a masterclass and personalized sessions.

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

This podcast discussion argues that mid-sized companies can achieve remarkable success by strategically outmaneuvering industry giants, despite having fewer resources. It substantiates this claim by presenting compelling case studies from both the technology and consumer packaged goods sectors, such as Stripe, Zoom, Chobani, and Kind Snacks. The analysis of these examples reveals key winning strategies centered on focusing on specific problems, leveraging new technologies, creating new categories, building authentic connections, and maintaining quality during growth. The session serves as an implementation guide, offering practical steps and success metrics for mid-sized companies aiming to not just compete, but to truly outperform their larger rivals by prioritizing agility, focus, and customer understanding.

How Mid-Sized Companies Outsmart Giants: Learning from Tech and CPG Success Stories

This podcast discusses key strategies for Consumer Packaged Goods (CPG) brands to cultivate consumer loyalty in 2025 and beyond, emphasizing a shift towards a consumer-centric approach. 

It highlights the increasing importance of exceptional experiences, radical transparency, hyper-personalization, and purpose-driven commerce as primary drivers of purchasing decisions. 

The article discussed provides real-world examples of brands successfully implementing these principles and offers actionable strategies specifically tailored for mid-sized CPG companies, focusing on leveraging AI, agile development, co-creation, and precision marketing. 

In conclusion, the piece argues that moving from reactive insights to predictive foresight is crucial for gaining a competitive edge and fostering lasting consumer relationships.



7 Powerful Secrets Explaining How Successful CPG Brands Capture Consumer Loyalty

What if the secret to explosive growth isn't moving faster... but knowing when to stop?

This episode of Marketing Deep Dives with Denyse Drummond-Dunn challenges the business world's obsession with relentless acceleration. 

Drawing from real examples of successful companies, she reveals why strategic pauses lead to breakthrough innovation and energized teams.

You'll discover:

 - Why constant forward motion can lead to exhaustion and diminished returns

 - How recalibrating and challenging assumptions creates fresh perspective

 - A framework for making strategic pauses work for your business

 - Examples of companies that use reflection periods for explosive growth

 - Why intentionally slowing down is a bold move that drives sharper direction

Perfect for leaders who are ready to question the "always accelerate" mindset.

Based on the thought-provoking blog post from C3Centricity that's changing how business leaders think about growth.

Listen now and discover why your next bold move might be to pause.


Why Slowing Down Is the Boldest Move You Can Make to Accelerate Growth

The article that this podcast discusses argues that for Consumer Packaged Goods (CPG) companies, the key to successful AI investment for customer understanding is not simply adopting technology. But undertaking a business transformation starting with clear strategic objectives. It highlights that many companies struggle to translate AI insights into measurable business impact, with a significant gap between generating insights and acting upon them. The author proposes a framework for balanced AI investment across short-term and long-term horizons, emphasizes the need for organizational capabilities like decision architecture and cross-functional activation to utilize insights effectively, and suggests using comprehensive metrics beyond just financial returns to measure success. In concluding the article asserts that value comes from building systems to translate understanding into decisive action and growth, not just from the AI technology itself.

Why Smart CPG Leaders Are Rethinking Their AI Strategy to Maximise Consumer Insight Value

The discussion argues that inclusive innovation is a system, not a department, and that many organizations are hindered by overlooking their mid-level managers. These managers should be appreciated as crucial for translating strategy into action and for possessing vital insights from both the C-suite and the front lines. Excluding them from innovation processes leads to stalled initiatives, lost insights, and leadership drain. True inclusive innovation involves not only who is within the company but also innovating for and with consumers, with mid-level managers playing a key role due to their proximity to both. In conclusion the discussion suggests that changing this requires a mindset shift, structural adjustments, and cultural reinforcement to include and value the perspectives of mid-level leadership.

Mid-Level Managers Drive Inclusive Innovation

This discussion explores the paradox of being irreplaceable in the workplace, arguing that while initially appealing, it can ultimately hinder career advancement. It highlights the benefits of being essential, such as enhanced job security and increased influence, but then identifies the hidden costs, including burnout, career stagnation, and succession challenges. The article on which the discussion is based advocates for a "Goldilocks Zone" of strategic indispensability, where individuals offer unique value through vision and leadership while ensuring their day-to-day tasks are tactically replaceable. It offers six practical strategies for achieving this balance, emphasizing knowledge sharing, team development, and a shift from operational tasks to strategic direction. The discussion concludes by advising individuals to focus on building sustainable systems and developing others to foster long-term career growth and mobility.

The Hidden Danger of Being Your Company's MVP (And 6 Smart Ways to Avoid Being Irreplaceable at Work)

The blog post discussed in this episode of Marketing Deep Dives by Denyse argues that the Consumer Packaged Goods (CPG) industry faces a "relevance crisis" because traditional market research methods cannot keep pace with rapidly changing consumer behaviour and preferences. 
It emphasises that AI-powered consumer listening is crucial for CPG companies to regain relevance, illustrating this with examples from industry leaders like Procter & Gamble and Unilever, who have leveraged AI to achieve faster insights, more accurate predictions, and improved product development. 
The discussion reviews the six pillars of AI-powered consumer intelligence summarised in the post, such as real-time sentiment analysis and predictive consumer modelling.
It concludes by asserting that embracing AI for deeper consumer understanding is no longer just a competitive advantage but a "survival requirement" for sustainable growth in the evolving market.

How Smart CPG Leaders Are Mastering AI Consumer Intelligence to Drive Growth

This week's blog post "How CPG Leaders Stay Ahead When Consumers Innovate Faster Than Brands" suggests that consumer packaged goods (CPG) companies urgently adapt to the accelerating pace of consumer-driven innovation, which often outstrips traditional brand development cycles. It highlights how platforms like TikTok foster viral trends and "dupe" culture, compelling brands to embrace, rather than merely analyse, these grassroots movements. The post presents case studies, such as e.l.f. Beauty and L’Oréal Pakistan, illustrating successful strategies where brands rapidly responded to consumer creativity. It concludes by outlining a playbook for CPG leaders focusing on spotting viral trends, fostering cross-functional collaboration, and visibly demonstrating the impact of swift responses to maintain market relevance and leadership in a fast-evolving landscape.

How CPG Leaders Stay Ahead When Consumers Innovate Faster Than Brands

This podcast emphasizes that effective cross-functional collaboration is crucial for innovation in the Consumer Packaged Goods (CPG) sector. It highlights a global innovation crisis, with a low percentage of genuinely new product launches, particularly in North America, while Asia-Pacific and Middle Eastern companies are leading with entrepreneurial mindsets. The discussion suggests that traditional siloed approaches are failing, leading to significant financial waste and missed opportunities. Instead, successful CPG leaders are leveraging integrated teams to achieve higher revenue growth, increased efficiency, and more new product launches. It introduces the CATSIGHT™ process as a framework for developing actionable insights and transforming dysfunctional teams into innovation powerhouses, citing examples from companies like Unilever and Nestlé. It concludes by saying that mastering cross-functional innovation is no longer optional but a necessary competitive advantage for the coming decade, especially with the rise of automation and AI.

How Smart CPG Innovation Leaders Are Rewriting the Rules

The discussion of the C3Centricity blog post "AI in CPG: Strategic Growth, Not Just Content," emphasises that while AI adoption is increasing, many consumer packaged goods (CPG) companies are underutilising it for low-impact tasks. It argues for a strategic shift, highlighting that leading companies are orchestrating multiple AI models for both efficiency and innovation. The article suggests that CPG leaders should focus on asking sharper, more strategic questions of their AI, moving beyond superficial metrics to analyse mental availability and conduct robust scenario planning. Crucially, it advocates for deploying AI to tackle high-impact, complex challenges like dynamic customer segmentation, retailer-specific positioning, and rapid concept iteration. It concludes by warning that companies failing to embrace AI strategically risk falling behind competitors who are already leveraging AI for significant gains in productivity and market share.

AI Marketing Strategy for CPG- Your 2025 Playbook

The discussion this week is on the latest blog post on C3Centricity "Unlocking CPG Growth: Conquering Process Paralysis with QC2™." 
It diagnoses a critical issue for mid-sized CPG brands: process paralysis, identifying it as an internal barrier to innovation and growth. 
It explains how this paralysis manifests through excessive approval steps and a disconnect from rapid consumer expectations, leading to missed opportunities. 
The experts then introduce the QC2™ framework (Quantum Customer Centricity) as a solution, highlighting its four orbits - Company, Consumer, Brand, and Process - to pinpoint and address inertia. 
It concludes by offering some simple, actionable steps for mid-level leaders to implement QC2™, providing a case study and concrete recommendations to foster agility and accelerate market responsiveness.



Process Paralysis in CPG

Have you been working with the marketing 5Ps but still don't seem to know your customers any better? 
Try these 7Qs and see a real difference! 
This post gives you the questions to ask yourself and the actions to take to build your brand.

C3Centricity Blog Post Podcast

Are You Still Using The Marketing 5Ps? Move To The Improved 7Qs.

Many companies create great new products and services – from their perspective – but they fail! In such a situation, it is almost always due to an outdated innovation process, in which the customer has not been involved.

I know it can be difficult to innovate in this new age of technology, but it remains vital for growth. This podcast shares some of the latest ways to improve your innovation success rate.

C3Centricity Blod Post Podcast

Improving Ideation, Insight & Innovation

MARKETING DEEP DIVES by DENYSE is a Podcast for CPG Executives wanting to attract, delight and retain more consumers.
In each episode Denyse shares her tips, tools and ideas gathered from her more than 30 years experience working in over 125 countries around the globe.
Denyse is: 📈 Advisor to Fortune 100-Inc 5000 | 🚀 Strategist for mid-sized CPGs | 👨‍💼👩‍💼Leadership Coach | 🎤 Keynote Speaker | 📚 #1 Best-Selling Author | 🌍 Former Global Head of Consumer Excellence at Nestlé

Marketing Deep Dives by Denyse

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