Creating a customer-centric strategy is vital for businesses aiming to thrive in today’s competitive environment. Understanding your customers...

Building such a business culture requires more than just lip service; it requires...

Success in the modern digital-led and fast-paced business landscape is often determined by a company's ability to adapt, evolve, and overcome challenges. One of the most powerful assets at your disposal for achieving business growth and success is the voice of the customer.

We’ve been talking about personalisation for pretty much as long as I can remember! At least 25 years. Yet you can count on one hand how many times you...

In the dynamic landscape of business and marketing, two terms often surface, seemingly similar yet distinctly different – "customer-centric" and "human-centric." While these phrases may appear interchangeable, a closer examination reveals...

In today's competitive business landscape, where consumers are spoilt for choice and the variety of brands, the significance of a well-crafted Customer Experience (CX) strategy cannot be overstated.

Looking after your customers starts with looking after your people.

These days, it seems as though everyone’s talking about it, but how many businesses are really delivering it? How many really understand what it means to be an end-to-end customer centric business? 

The traditional ROI model may no longer be sufficient to ensure lasting success and competitive advantage. To truly thrive, businesses must embrace a new set of metrics that align with customer values and aspirations.

We are obsessed with reporting. But that’s too often all we end up doing. As we’re great at reporting on the outputs of what we do. Conversion rates, AOVs (average order values), UPTs (units per transaction), dwell time, bounce rates, abandonment rates, traffic, unique users, returning users…the list goes on.

Understandably, you might think that customer service and customer care are the same thing. But they’re not. There’s a not-so-subtle difference between the two. The former being about serving and the latter about caring. They are driven from a different place culturally, and practically that manifest themselves in the experience the consumer has. Which is very different from one approach to the other. 

The organisational structure and skills required for customer centricity.

Discover how focusing on your customers can revolutionise your business. Learn from expert Martin Newman about key strategies to prioritise customer experience, including creating happy employees, solving problems, and building emotional connections. Explore examples from top brands like Amazon, Zappos, and Netflix, and get practical tips on personalising interactions, empowering your team, and leveraging technology. Embrace a customer-first approach to drive loyalty, innovation, and success.

Discover the key difference between customer service and customer centricity! While customer service solves immediate issues, customer centricity puts customers at the heart of everything. Learn from Martin Newman how to anticipate needs, create long-term value, and build loyalty. Get practical tips on transforming your business culture, using data smartly, and leveraging technology. Shift your focus from just fixing problems to delighting customers at every turn, and watch your business thrive!

Learn from Martin Newman, "The Consumer Champion," how to revolutionize your business by prioritizing customer experience. With 40 years of expertise, Martin has transformed brands like Burberry and Harrods. Discover key strategies for creating happy employees, solving problems, and building emotional connections. Get practical tips on personalizing interactions, empowering your team, and leveraging technology. Embrace a customer-first approach to drive loyalty, innovation, and success. Explore Martin's Mini MBA, consult him for advisory services, or book him for your next event to gain invaluable insights.

Delighted to announce my new role as Board Advisor, Customer Centricity at Neve Jewels Group! Joining a talented team at Diamonds Factory, Austen & Blake, and Sacet, we're committed to exceptional customer experiences and ethical jewellery. Follow our journey as we elevate the brand and focus on customer-centric growth.

Martin Newman is a leading customer experience speaker with over 40 years of industry experience. Known as "The Consumer Champion," he has worked with top brands like Burberry and Ted Baker, and authored bestselling books on customer experience. Martin delivers engaging and insightful keynotes on customer centricity, offering practical steps to improve business performance. He is a sought-after speaker for events, providing valuable guidance on creating customer-focused strategies.

Martin Newman is a renowned customer experience speaker with over 40 years of expertise in retail and e-commerce. Known for his engaging keynotes, Martin provides actionable insights on customer-centric strategies that can transform businesses. By hiring Martin, you can inspire and educate your audience, making him an ideal choice for events focused on enhancing customer experience.

Learn about the essential KPIs for measuring customer centricity, including Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Lifetime Value (CLV). Learn how to use these metrics to evaluate and enhance customer satisfaction, loyalty, and overall experience.

Creating a customer-centric organisation means rethinking every aspect of your business to focus on meeting customer needs. This shift isn't about a single strategy but embedding a customer-first mindset throughout the organisation. By focusing on customer-centric design, businesses can boost satisfaction, loyalty, and profitability. Martin Newman, a leading expert in customer experience, provides invaluable guidance on this transformation. His extensive experience, authoritative books, and engaging keynote speeches offer actionable insights and practical advice for embedding customer focus into every facet of your business.

Explore how Martin Newman's Customer Centricity Consulting Services revolutionizes customer experience. Discover expert strategies and tailored solutions to align your business with a customer-first approach and boost growth and satisfaction.

The retail industry is rapidly evolving, making keynote speakers crucial in guiding businesses through these changes. In 2025, key trends in retail will include customer-centric innovation, sustainability, AI integration, diversity, and experiential retail. Staying ahead of these trends is essential for success, as consumers increasingly demand personalized, ethical, and tech-driven shopping experiences. This article explores these trends and highlights Martin Newman, a leading expert in retail and customer experience.

Let's explore the key differences between B2B and B2C customer centricity, highlighting how both sectors tailor their approaches to meet unique customer needs. With real-world examples, insights, and strategies, you'll gain a clear understanding of how to optimise the customer experience in your business, whether you're in B2B or B2C.

Customer expectations have significantly evolved, and businesses that focus on customer-centricity are achieving greater success. Martin Newman, a leading expert in customer-centric strategies, guides companies through this transformation by helping them align their strategies with customer needs. With over 40 years of experience and a proven track record, Martin offers unparalleled expertise in this field. Companies that prioritize customer-centric approaches enhance customer loyalty and see substantial growth in profits and long-term success.

Mystery shopping is a valuable tool for businesses to assess service quality, product presentation, and customer satisfaction. This guide explains the different types of mystery shopping, its benefits, and practical tips, including insights from expert Martin Newman on maximizing effectiveness and improving customer experience.

Businesses must adopt a customer-centric operating model to thrive. This article delves into the definition and significance of customer-centricity, outlining key components such as customer journey mapping, cross-functional collaboration, and data-driven decision-making. It also provides actionable implementation steps and addresses common challenges organisations face, including resistance to change and balancing efficiency with customer focus. Featuring insights from Martin Newman, an authority on customer experience, this article serves as a comprehensive guide for businesses aiming to enhance customer satisfaction and drive sustainable growth.

Learn the importance of Customer Centric Selling (CCS) for businesses aiming to build lasting customer relationships. It highlights the benefits of understanding customer needs, fostering empathy, and employing value-based selling. It outlines how CCS can enhance sales performance and customer satisfaction through real-world examples and practical tools. The article also features insights from Martin Newman, a leading authority in customer experience, offering resources for organisations to adopt effective customer-centric strategies.

Customer-centric marketing puts the customer at the centre of all marketing efforts, focusing on personalised experiences and building long-term relationships. As consumer expectations evolve, this approach helps businesses improve loyalty, increase satisfaction, and drive growth. The article outlines the shift from product-centric to customer-centric strategies, highlighting data-driven personalisation, omnichannel marketing, and customer engagement.

This insight explores the concept of a customer-centric business model, which prioritises the needs and experiences of customers in every organisational decision. It highlights the significance of understanding the customer journey, utilising data-driven insights, fostering cross-functional collaboration, and creating personalised experiences. By adopting this approach, businesses can enhance customer satisfaction, loyalty, and long-term growth, ultimately thriving in a competitive marketplace.

This guide explores how putting customers at the heart of your business can give you a competitive edge. It covers practical steps to create a customer-first strategy, from improving customer experience to using technology and building lasting relationships. You'll learn how to shift company culture, engage employees, and use smart tech to meet customer needs effectively.

This article emphasizes the importance of a customer-centric approach, showcasing practical methods for understanding and catering to customer needs. It highlights the benefits of active listening, tailored communication, and building long-term relationships over mere transactions. By mapping the customer journey, identifying key touchpoints, and creating detailed buyer personas, companies can enhance their outreach strategies and foster deeper connections with their customers. Embracing this mindset not only boosts customer satisfaction but also significantly increases profitability.

This comprehensive guide explores customer centricity in business, discussing its importance, benefits, and common barriers. It provides practical strategies for overcoming organizational, cultural, technological, and financial challenges to implement a customer-centric approach. The article offers insights on developing a customer-focused culture, leveraging technology, aligning organizational structure, establishing metrics, and securing leadership commitment. It concludes with case studies, future trends, and answers to frequently asked questions about customer centricity.

This comprehensive guide on Customer Centricity ROI Analysis explains how to measure, optimize, and demonstrate the financial impact of customer-centric initiatives. It covers key metrics like Customer Lifetime Value, Customer Acquisition Cost, and Net Promoter Score, as well as strategies for calculating ROI, overcoming measurement challenges, and using tools for analysis. The article also discusses industry-specific considerations, case studies, and ethical aspects of customer centricity ROI.

This article explores customer-centric crisis management, offering insights on implementation for small businesses, common mistakes to avoid, the impact of social media, and the role of corporate culture in crisis response. It emphasizes the importance of prioritizing customer needs and building trust during challenging times.

Unlock the latest insights into AI in retail! From implementation costs and job impact to the leading brands adopting AI, this guide answers the most pressing questions. Discover practical tips for small retailers and the essential steps to start leveraging AI effectively.

Retail is at a turning point with AI driving critical improvements across operations, customer experience, and supply chain management. This guide provides actionable insights for retailers at any stage of AI implementation, highlighting substantial gains in efficiency, customer satisfaction, and competitive advantage. Explore how AI adoption can future-proof retail businesses as the industry’s AI usage is set to soar by 200% in the coming years.

Unlock powerful techniques to boost your retail sales and foster customer loyalty. Discover 25 proven strategies, from optimizing store layouts and digital signage to loyalty programs that drive revenue growth. This guide covers everything you need to know to create lasting customer connections and achieve retail success.

Mastering Key Performance Indicators (KPIs) is essential for retail success. Martin Newman’s insights highlight that businesses effectively tracking and acting on their KPIs experience a 21% higher customer retention rate and a 15% increase in average transaction value. By aligning KPIs with customer-centric goals, retailers can significantly enhance performance and profitability. This article explores various KPIs, their significance, and actionable strategies to optimize them for sustained growth in a competitive landscape.

The article explores how omni-channel retailing is transforming the customer experience by seamlessly integrating physical and digital shopping channels. It covers the benefits, challenges, and key components of an effective omni-channel strategy, including technology infrastructure, customer experience, and implementation best practices.

The article discusses the importance of recommended retail pricing (RRP) in the retail industry, exploring how it affects businesses, consumers, and the overall shopping experience. It covers the process of setting RRP, its legal considerations, and its impact on different retail sectors.

Explore the essential role of mystery shopping in enhancing customer experience, with insights from Martin Newman, a leader in customer-centric strategies. Discover how tailored evaluations and actionable insights can help businesses boost sales and improve service quality. Learn how to hire the right mystery shopping consultant for measurable business growth.

In this article, Martin Newman, an expert in customer experience and centricity, shares his insights on building a customer-first strategy. With over four decades of experience, Martin outlines actionable steps businesses can take to improve customer engagement, loyalty, and satisfaction. The article highlights the importance of aligning business operations with customer needs and offers practical tips for achieving excellence in customer service.

In a customer-driven world, businesses must focus on customer-centricity for success. Despite the clear profitability of customer experience (60% higher profit for leading companies), many businesses fall short of satisfaction in their customer performance. With the customer experience management market projected to grow exponentially, companies must adapt to emerging trends like AI, hyper-personalization, and immersive technologies to stay competitive. This transformation is crucial, as customer expectations evolve rapidly, demanding innovative solutions and ethical practices to build trust.

Retail businesses are facing rapid changes and increased competition. Advisory boards, especially those with retail expertise, offer valuable guidance in areas such as governance, risk management, performance optimization, and customer experience. This article explores how retail organizations can thrive through advisory boards, with insights from Martin Newman, a global retail expert. By focusing on customer-centric governance and actionable strategies, Martin helps businesses navigate challenges, improve compliance, and drive sustainable growth.