This 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.

9 Essentials Of A Great Website

This 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.

Six Essentials Of A Customer - First Strategy

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 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

This 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.

The 5 Rules Of Customer Observation

This 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.

Five Brilliant Ideas For Insight Development

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 is a discussion about C3Centricity's 2024 CPG blog post roundup. It highlights the most popular articles on consumer centricity. 
The top ten posts cover various aspects, including strategic change management, emotional intelligence in business, consumer delight, insight development, and measuring consumer experience. 
Several articles also address challenges of implementing consumer-first strategies and developing effective mission statements. 
In conclusion, the 2024 Top 10 CPG blog collection emphasises the importance of a consumer-focused approach for business success.



UNINTERRUPTED PODCAST EP 37 - INSIDE THE VAULT

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Chart the Course
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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 #cex