This episode advocates for atomic change, incremental adjustments to a business, as a superior strategy for large-scale transformations for achieving organisational growth and agility. 

The discussion highlights reduced employee resistance, faster implementation, and lower risk as crucial advantages of this approach.

Various statistics and real-world examples from companies like Amazon, Google, and Toyota support these ideas. 

The cumulative effect of these small changes fosters continuous improvement, leading to greater efficiency, innovation, and better alignment with company culture. 

The discussion concludes by positioning atomic change as a strategic imperative for navigating today's dynamic CPG business environment.

Atomic Change  Quantum Growth Through Incremental Innovation

This episode focuses on transforming negative customer experiences into positive relationships. 

During the discussion it is argued that customer complaints are valuable opportunities for improvement and increased loyalty. 

The discussion includes several case studies from companies like Netflix, Toyota, and Zappos that successfully addressed complaints, highlighting strategies such as active listening, prompt action, and exceeding customer expectations. 

These strategies lead to increased customer satisfaction and profitability. 

In conclusion, the suggestion is to promote a proactive approach to customer relationship management, framing complaint resolution as a win-win scenario for both businesses and customers.

Turning Difficult Customers Into Loyal Advocates

This episode advocates prioritising customer delight over mere satisfaction to achieve sustainable business growth. 

It emphasises creating effortless customer journeys through personalised experiences and vital employee empowerment. 

Denyse cites numerous studies showcasing the significant financial benefits of investing in exceptional customer service, including increased sales, customer loyalty, and positive word-of-mouth referrals. 

Building genuine customer connections is highlighted as crucial, achieved through personalised interactions and a focus on exceeding expectations. 

In conclusion, the importance of leveraging data and actionable insights to understand customer needs and preferences is stressed as a critical component of this strategy.

Customer Delight  Fueling Business Growth

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

The 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.

Breaking The Glass Ceiling  7 Truths Smart Women Need To Know

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

New tracks tagged #CONSUMERSATISFACTION