Discover the power of customer experience!
What if we told you that the power of customer centricity starts with having your employees at the heart of what you do? What if we said that there is a correlation between customer-centricity and a successful business?
Alongside learning how to transform your business by improving customer experience across the entire end-to-end value chain with this practical guide, the book also includes tips and case studies from brands like Amazon, AirBnB and Uber.
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They read it and recommend it:
As we try and make sense of how to grow our businesses in a disrupted world, Martin has done the thinking for us. Here is a well-researched and practical guide on to how to build a sustainable and commercially successful business based around customer-centricity. An essential read for anyone, at any level, involved in selling products and services to customers.
Andy Rubin, Deputy Chair, Pentland Group
Customer centricity is one of those topics that’s easy to talk about but hard to do. Martin does a brilliant job here of breaking this down into a thoughtful but eminently practical toolkit.
Doug Gurr, Director of the Natural History Museum, formerly CEO Amazon UK, President Amazon China
A masterclass for anyone who has a genuine interest in improving the experience of their customers. It is full of real-life examples of brands who have lost their way, as well as those who have found a whole new way to excel. An insightful and practical read that is an enjoyable journey. So many powerful lessons from so many different sectors, delivered with authority.
Debbie Hewitt MBE, Chairman, White Stuff
A superb read for customer centric leaders on a mission to embrace the best ways of leveraging and driving the new paradigm of how and why consumers buy and build your brand equity. Packed with insightful and comprehensive reference points, Martin has provided an excellent combination of a thought-provoking read and a pragmatic framework to implement.
Vince Gunn, CEO and NED
Another excellent book by Martin Newman – packed with helpful case studies and examples, providing easy-to-understand frameworks that can be applied in any business. The world is continuously changing, and Martin picks up on the shifts in consumer behaviour driven by global questions such as diversity and inclusion, climate change and the broader ethical questions of consumerism.
Eve Henrikson, Online Director, Tesco
Imagine working for an organization that creates value for customers, value for those in the organisation who create it, value for stakeholders and value for the Planet. Martin Newman is one of the few people I know who really understands the meaning of the word value. This is a fantastic book that will show you how to create it.
Professor Malcolm McDonald MA(Oxon) MSc PhD DLitt DSc Emeritus Professor, Cranfield University School of Management