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Martin Newman, known as "The Consumer Champion," is a well-respected expert in customer centricity and customer experience. With forty years of experience in the consumer sector, Martin has made a significant impact on many well-known brands.
His work with companies like Burberry, Intersport, Harrods, and Pentland Brands, along with his role in building and selling the global e-commerce agency Practicology, highlights his expertise and influence in the industry.
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Martin's Contributions to Customer Experience
1. Improving Customer Experience
Martin Newman has made a significant impact on brands like Burberry, Intersport, Harrods, and Pentland Brands. His expertise in multichannel operations has helped these brands create seamless and engaging customer experiences both online and in stores. This consistency is crucial today, as customers expect a smooth and personalised experience wherever they interact with a brand.
One of Martin's major achievements was growing and selling the global e-commerce agency Practicology. Under his leadership, Practicology became a top player in e-commerce, guiding many global brands such as Nike, American Eagle, and Victoria’s Secret through the digital marketplace.
This success highlights Martin's forward-thinking approach and his skill in driving growth through customer-focused strategies.
2. Founding Customer-Centric Organisations
1. The Customer First Group
Martin founded The Customer First Group to help businesses adopt a customer-first mindset. This organisation ensures that customer needs and preferences are prioritized in every aspect of the business.
2. Customer Service Action
Customer Service Action advocates for better customer service standards across industries. This organisation highlights Martin's dedication to improving the overall customer experience.
3. Author and Educator
Newman's expertise is not only evident in his hands-on work with brands but also in his significant contributions to the field of customer experience. He is the author of two influential books:
"100 Practical Ways to Improve Customer Experience"
This book, shortlisted for business book of the year, offers actionable insights and practical tips that businesses can implement immediately. It serves as a valuable resource for organisations looking to enhance their customer experience strategies.
"The Power of Customer Experience"
Delving into the strategic importance of prioritising customer experience, this book explores how customer-centricity leads to long-term success. It draws on examples from leading companies to illustrate effective strategies.
4. Mini MBA in Customer-Centricity
Martin also teaches through his online Mini MBA in Customer Centricity and MBA in a Day workshop. These programs give businesses the tools and knowledge they need to implement effective customer-centric strategies.
Martin's hands-on approach and real-world examples ensure that participants can immediately apply what they learn.
5. Advisor and Board Member
Many top brands seek Martin's expertise. He has advised and served on the boards of companies like The Scout Store, The Mayborn Group, Toyota, Sofology, In Kind Direct, Clearpay, Tern, Afterpay, and Marketplacer. His advice helps these brands make strategic decisions that keep customers happy.
Martin's guidance has helped these companies overcome challenges, seize opportunities, and build strong customer relationships.
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6. Engaging Keynote Speaker
Martin is also a popular keynote speaker, delivering inspiring talks at major global events. His ability to engage audiences with his insights on customer experience makes him a sought-after speaker for sessions with top companies like Toyota, Haleon, Specsavers, Pandora, Adobe, and Meta.
His speeches are not just informative; they encourage businesses to rethink their approach to customer engagement.
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7. Thought Leader and Researcher
Martin's deep knowledge of the retail space makes him a recognised thought leader. His business expertise and engaging presentation style have earned praise from industry leaders.
For example, Retail Week praised his keynotes as engaging and practical, providing clear steps for putting the customer first. Xavier Simonet, CEO of Kathmandu, highlighted Martin's ability to challenge and inspire management teams.
Martin also conducts consumer research and mystery shopping to provide real-life insights into what customers experience and want. This hands-on research ensures that his advice is based on actual consumer behaviour, making it highly effective.
Why Should You Book Martin?
Martin is an experienced speaker, educator, author, and advisor who brings valuable insights into customer centricity. His ability to connect with audiences and provide practical, actionable advice makes him a sought-after expert in the field.
Whether you are looking to improve your customer service, enhance your business strategies, or educate your team on customer-centric practices, Martin Newman is the ideal person to guide you.
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Positive Feedback from Industry Leaders
Martin Newman's impact is underscored by praise from industry leaders across various sectors:
- Retail Week: "Martin's engaging keynotes provide practical steps for putting customers at the heart of multichannel businesses."
- Xavier Simonet, CEO of Kathmandu: "Martin's deep expertise in customer centricity has been instrumental in shaping our strategic direction."
- Joanna McDonough, Event Director at Metapack: "Martin's presentations on customer-centric strategies captivate audiences, emphasizing the importance of meeting consumer expectations."
- Mark Fenton, Itau: "Martin's insights into retail and customer experience make him a standout thought leader."
- Rizwan Rajpoot, Managing Director at Digital Retailing, Al-Futtaim: "Martin's leadership in building customer-first cultures is invaluable for sustainable business growth."
- Nadine Neatrour, eCommerce Director at Revolution Beauty: "Martin's ability to simplify complex concepts of customer-centricity is inspirational."
These testimonials highlight Martin Newman's reputation for delivering actionable insights and driving impactful change in customer experience strategies.
Additional Resources From Martin
Podcasts
Tune in to Martin’s monthly Consumer Focus podcast, where he is joined by a panel of consumers and special guests to discuss current topics and insights into businesses and brands they interact with.
Martin Newman Speaking at Events
Catch Martin at industry events where he shares his expertise and insights on customer-centric strategies.
Articles
Explore Martin's regular articles and thought leadership on Customer Centricity, offering practical ways to prioritize customers in your business strategies.
Most Recent:
📺Martin's Media Appearances and Interviews:
Conclusion
Martin Newman's contributions to customer experience have transformed how businesses engage with their customers. His expertise, practical advice, and commitment to customer-centricity have helped countless brands improve their customer interactions.
By placing the customer at the heart of business operations, Martin has shown that businesses can achieve lasting success and build strong, loyal customer relationships.
For more information and resources on improving customer experience, you can explore Martin Newman's books, workshops, and speaking engagements. Whether you are a business leader, a manager, or an aspiring professional, Martin's insights will help you create a customer-first culture in your organisation.
Best Regards
- Team Martin Newman