Customer-First Conversations

What is “Business Design”?

[fa icon="calendar'] Thu, May 16, 2019 / by David Dallaire posted in Brand, Market Research, Market Trends

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Are we expanding the scope of “Design”, or evolving a more holistic view of we think about business?

If you’re wondering what the question is about, it refers to two separate things I see trending out there in the world of marketing and business management. While much of the chatter out there is taking place as two separate discussions, one about the potential extinction of the current agency-client model and the other a more high-level movement to rethink how businesses organize and execute on all levels in a different manner – one that leverages many principles of design.

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Branding For Small Businesses: Aspiring to Be a National Brand - Part II

[fa icon="calendar'] Thu, Sep 12, 2013 / by David Dallaire posted in Business Identity, Branding Strategy, Brand, Small Business

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This is Part II of our discussion on understanding Branding for Small Businesses and what's involved involving into a National Brand. For those who may have missed out on Part I, please click here.

The Small Business Brand Challenge: How To "Simplify Choice"

As a Small Business, you sometimes might go through some of these emotions:

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Branding For Small Businesses Part I - Aspiring to be a National Brand

[fa icon="calendar'] Tue, Sep 03, 2013 / by David Dallaire posted in Business Identity, Branding Strategy, Brand

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What You Need to Know About Branding

Branding is hard - for any business - in part because it is not as well understood as many businesses think. But for smaller businesses, it is even harder because it requires resources and skills you don't normally need to keep in-house.

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Almond Roca - Thinking "Big" is easier when when you think "Global" like Brown & Haley

[fa icon="calendar'] Tue, Jun 25, 2013 / by David Dallaire posted in Business Identity, Branding Strategy, Product Development, Brand, Almond Roca

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With an Almond Roca can sitting on my desk each day, I thought of an exercise recently while pondering possibilities for one of my favorite local Brands here in the Pacific Northwest - Brown & Haley - the makers of Almond Roca.

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The Post-Marathon Tragedy Dunkin' Donuts Campaign You Won't See

[fa icon="calendar'] Mon, Apr 22, 2013 / by David Dallaire posted in Communication Strategy, Leadership, Brand

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“Dunkin’ – The “No Holes Barred” Donut Trusted by Homeland Security"

“Dunkin’ Coffee and Donuts– A Joint Task Force That Gets The Job Done” 

“Dunkin’, The Only Coffee With a Security Clearance”

“Dunkin’ – First Caffeinators for First Responders…” 

When "Opportunities" Are Not That At All...

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Strategic Brand Development by Rethinking the Customer Experience

[fa icon="calendar'] Thu, Mar 14, 2013 / by David Dallaire posted in Branding Strategy, Customer-first, Brand

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Modern Challenges to Brand Development

Strategic Brand Development is driven in part by changing customer needs, emerging technologies and competition.  With both the fragmentation of communications channels and the ease of crossing borders and entering markets, it is more difficult than ever to create and maintain a brand that is meaningfully differentiated in the mind of the customer.

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Appearance on “Mind Your Business” Radio Program – Branding

[fa icon="calendar'] Sat, Dec 10, 2011 / by David Dallaire posted in Brand

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This is a discussion (click here) on the relevance of Branding for today’s small and medium businesses, a bit of history on the market disruption created by Lands’ End in Japan, and how Branding is more about the CEO and culture than it is about Marketing.  Originally aired live December 10, 2011 on KKOL 1300 (, hosted by Robbin Block. My segment starts from the 27:10 mark.

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The “Customer-First” Org Model – Part II

[fa icon="calendar'] Mon, Nov 28, 2011 / by Fennec Team posted in David Dallaire, Customer-first, Fennec Consulting, Brand, HR

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This is Part II of a three-part discussion about organizing your business around a “Customer-First” mentality. You can’t train “attitude” when you hire, but you can set up your business so it is structured in a way that makes it easier to attract and retain people with the attitude you need to serve and keep your customers.

As promised from Part I last week, this week we are going to be a bit more visual. Last week we quoted a study from Bain & Co (“Closing the Delivery Gap“) that called out just how few customers agree with the CEO’s perception of the customer experience they are providing. We then laid out the four core elements of the “Customer-First” Org as:

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