books

Martin is the author of two best-selling books. 100 Practical Ways to Improve Customer Experience is seen as definitive within the sector and was shortlisted for the Business Book of the Year Award 2019 and The Power of Customer Experience, the must-have book on how to use Customer-centricity to drive sales and profitability.

Martin Newman speaking at events

100 Practical Ways to Improve Customer Experience image

Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value chain to transform their business.

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The Power of Customer Experience

In The Power of Customer Experience, Martin presents clear data that proves the direct link between customer-centricity with profit and shareholder value. Drawing on examples from well-known companies like JD Sports, Delta Airlines, Lego, Selfridges, BMW, Hilton, Deliveroo and Uber, it analyses how organizations provide the most effective customer experience, and reveals the strategies that have allowed them to succeed.

Amazon logo brands Martin Newman has worked withbrands Martin Newman has worked withsample chapter

Testimonial

“Incredibly engaging (and humorous) keynote!Thank you for an outstanding presentation. You captivated the audience and provided a real practical step-by-step guide to putting the customer at the heart of a multichannel business. We’ve had great feedback – real great content – and appreciate you joining us. Cannot stress how worthwhile you were. 100% recommend booking for CX focused keynote presentations.”
— Retail Week
“Martin joined our management team last week for our annual two day strategy review. He is truly an expert on customer centricity in a multichannel environment. He stretched us and challenged us through engaging presentations as well as helped us articulate key strategies with a focus on digital and customer centricity.”
— Xavier Simonet, CEO and Managing Director, Kathmandu
“Martin was the opening keynote speaker at Metapack’s annual Delivery Conference, TDC Global 2020. He delivered a great presentation on the roadmap to customer centricity, focussing the audience on a key theme for the day – the importance of putting consumers’ expectations and experience front and centre of their business’s strategy to drive customer engagement . His passion for the subject and energy on stage saw him rate as one of the top speakers of the day.”
— Joanna McDonough, Event Director, Metapack
“Martin’s knowledge and experience in the retail space makes him a thought leader. His business knowledge and professional delivery style made the event a winner.”
— Mark Fenton, Itau
"The first word that comes to mind when I think of Martin – Inspirational!  He is a leader who personifies customer centricity and is able to articulate it in practical, common sense ways that very few people are able to, yet everyone who interacts with him can easily digest. A leader who is able to engineer the most complex business plans through putting the customer right into the centre of them and help organisations build a customer first culture and  business models.  If you are looking to build a sustainable business that is future proof ready, designed for the customer of today and tomorrow, Martin is unquestionably the man you want with you every step of the way!"
—Rizwan Rajpoot, Rizwan Rajpoot, Digital Retailing, Al-Futtaim
“Martin is the most dedicated customer focused professional I know. A man with a mission his energy is infectious. Martin is a consummate professional, motivational leader, market visionary and true customer champion. A veteran of the retail landscape, his passion to do right by the customer is inspirational and his thought leadership in this area will undoubtedly pave the way for companies and retailers to truly understand ‘how’ to be Customer First and sustain their long term business profitability.”
—Nadine Neatrour​, eCommerce Director, Revolution Beauty
“Martin was booked to speak about how brands can better understand consumer behaviour at our national conference but the Coronavirus lockdown meant we pivoted to an online Virtual Summit instead. Whilst some people struggle to have an impact on screen, Martin's keynote presentation was fun, engaging and incredibly thought-provoking. Our audience valued his real, practical advice backed by hot-off-the-press research and data. At a time when businesses need to truly wow their customers, I would recommend Martin to speak at any event - either live or online.”
—Amalia Brightley-Gillott​, Managing Director, Family Business Place
“Martin joined our client management conference as keynote speaker on customer centricity. His focus on purpose, inclusivity and return on involvement brought a totally different perspective to our focus on key corporate clients”.
—Jeremy Metson, Head of Business Development, Knight Frank
“Martin joined our client management conference as keynote speaker on customer centricity. His focus on purpose, inclusivity and return on involvement brought a totally different perspective to our focus on key corporate clients”.
—Jeremy Metson, Head of Business Development, Knight Frank

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