Manage episode 223114068 series 2390230
With over 35 years in retail marketing, it's a pleasure to speak to Martin Newman about putting the customer first.
- The importance of having real world, practical experience
- Defending yourself against the disruptors
- Proximity marketing
- Using technology to empower customers
- Having all departments on the same track to improve customer experience
- Checking your business from the customer perspective
- Listening to what the customer wants
- What happens after purchase?
- Selling restaurant merchandise through Amazon
- Being socially responsible
- Focusing on retaining customers
“100 Practical Ways to Improve Customer Experience” by Martin Newman and Malcolm MacDonald
20% off with code for our listeners: 100CXTIPS
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Widely considered a thought leader, with deep experience of the European, US and Asia Pacific markets, Martin Newman is known globally as one of the foremost authorities on customer experience.
His achievements cover over 35 years in Retail, heading up the Multichannel operations of some of the world’s leading brands including Burberry, Intersport, Pentland Brands (Speedo, Berghaus), Harrods and Ted Baker.
In August 2018 Martin released his first book, 100 Practical Ways to Improve Customer Experience, which provides both strategic and practical advice, focusing on multichannel industries that face major challenges from disruptive brands. Drawing on his extensive experience in the retail space, the book details tips and pointers that all consumer facing businesses can action to become customer-centric. The book is available to buy worldwide.
Martin is the founder and Chairman of global consultancy company, Practicology. He is also a board member of renowned retail companies including White Stuff, he sits on the advisory board of Yext, a leading digital knowledge management provider, and is also a member of the prestigious KPMG IPSOS Retail Think Tank. Martin has been listed in various industry leader lists including being listed on Retail Week’s top 50 eTail Power List for five years in a row, he has been named in Retail Insiders top 100 Retail movers & shakers list for a number of years consecutively and on the British Vogue Online Fashion 100.
He has been a judge of numerous awards including the World Retail Awards, the Customer Experience awards, the Retail Insider awards, the PayPal eTail Awards and the Online Retail Awards of Australia. Martin presents keynotes, Chairs conferences and moderates panels at more than 20 events annually some of which have included:
- Retail Week Live (London)
- Shoptalk (Copenhagen, Las Vegas)
- British Retail Consortium (London)
- Seamless retail (Dubai, Singapore, Australia)
- World Retail Conference (Dubai, Rome, Paris, Madrid)
- Customer futures (Hong Kong)
- Global eCommerce Leaders Forum (New York)
- Retail Week Hackathon Head Judge (London)
- Shop.org (Chicago, Las Vegas)
- Retail Plus (Amsterdam)
- Savant E-Commerce (Berlin and London)
- iMedia (Australia)
- Sports Interactive (Amsterdam)
- Etail (London)
- Sun Capital Conference (Mountain View, CA)
He has shared a stage with the founder of the worldwideweb, Sir Tim Berners-Lee at the World Retail Congress, to talk about what’s next for the web and what it means for retailers. Martin is also a regular contributor to various industry titles including Retail Week (UK) and Power Retail (Australia) and has been cited dozens of times in other publications. Martin can also be seen predicting the performance of Black Friday on the BBC and on 11/11 singles day in China on Alizila.
Martin regularly advises the boards of his clients on their key strategic questions and challenges. These cover customer-based questions such as how to transform their business to truly put the customer first, and how to remove friction for customers and drive engagement. He also covers more business-based challenges including how businesses should prioritise their investments and roadmap for growth, as well as how to internationalise and into which markets. He also advises on how to develop omnichannel strategy and the role of the store, as well providing thought leadership for global organisations.
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