Denyse Drummond-Dunn talks about “Winning Customer Centricity”

iUniverse introduces corporate guru Denyse Drummond-Dunn, author of Winning Customer Centricity. Here, in Part One, Denyse tells us about the concept behind her book.

Please briefly describe your book  . . .

Winning Customer Centricity is the first in a series of new format business books. I was inspired to write it because I have spent most of my career in senior executive positions. I had tons of books lining my office shelves that I had never read. At best I may have flicked through them upon reception. They would stare at me – and vice versa – when I was facing a challenge. I knew the answer might be in them, but I never had time to go looking.

Finding new ideas by reading books has now become even more challenging for business people, as there is a lot of internet content to review as well. Of course, there is the search function, which can be of tremendous help. But we don’t always have the time to go sifting through all the information it lists. This is where the Winning series comes to the rescue.

Each of the books has fifty chapters, one for each week with two week’s vacation, but each chapter is only two pages long. It is designed to be read quickly and enjoyably in a coffee or lunch break, or any time an example or idea is required. Each chapter starts with an inspiring quote and there’s a small, fun cartoon illustrating the objective of the week. This makes the book easy and attractive to read. There are also many examples and ideas included so that the reader has immediate actions to take.

In the case of Winning Customer Centricity, the topic is divided into four sections. These cover customer choice and understanding; the company and its structure; the products and brands offered and the internal processes used. The reader can read each chapter in order, or jump to the section where they are most challenged. The choice is theirs, thanks to the clear book structure.

Do you have any particular literary influences that have helped you develop in your genre, subject and style?

I do believe that writers inspire other writers, but they are also influenced by the people they meet every day. Therefore, I cannot say that any one person has influenced me specifically and dedicated this first book accordingly:

“This book is dedicated to everyone I have ever met – the good, the bad, and the crazy. You may have inspired me, excited me, challenged or frustrated me, but together you have made me who I am today. Thank you.”

Besides my corporate hat, I have always had a passion for people and understanding them. I have been lucky enough to have travelled to more than 100 countries, getting to know people from differing cultures. I love to learn and travel, so when I’m not flying around the world for my clients, I can be found in the air (I’m a pilot), under the sea (I’m a Divemaster) or in front of a screen. (I’m a Geek too!)