martin newman

Speaker | Educator | Author | Advisor

Martin Newman, with over 40 years of experience in customer-focused leadership for some of the world’s most prestigious brands—including Burberry, Harrods, Pentland Brands, and Intersport—brings a wealth of expertise to your business through his Customer Journey Consulting services. Martin’s ability to enhance customer interactions empowers businesses to increase satisfaction, foster loyalty, and drive operational excellence

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What is Customer Journey Consulting?

Customer Journey Consulting involves the strategic analysis of every interaction a customer has with a brand, from the moment they become aware of your business to post-purchase support. By mapping and evaluating these touchpoints, businesses can gain a deeper understanding of customer behaviour, expectations, and pain points at every stage. This comprehensive approach enables companies to pinpoint areas for improvement and create a seamless, satisfying customer experience.

Why Customer Journey Consulting is Critical

Understanding and optimising the customer journey is no longer optional—it’s essential for businesses looking to thrive in today’s competitive market. McKinsey & Company reports that companies excelling in customer experience are more likely to retain customers, increase loyalty, and boost positive referrals. Additionally, research from Bain & Company indicates that even a modest 5% increase in customer retention can boost profits by 25% to 95%, demonstrating the profound impact that enhanced customer journeys can have on business success.

Martin Newman's Approach to Customer Journey Consulting

Martin’s approach is distinguished by a focus on providing comprehensive, data-driven, and bespoke strategies that cater to the unique needs of each business.

Holistic View of the Customer Journey

Martin thoroughly assesses every touchpoint of the customer experience, ensuring no detail is overlooked. This comprehensive analysis allows businesses to understand how each stage of the customer journey contributes to overall satisfaction and loyalty. From pre-purchase awareness to post-purchase follow-up, Martin identifies key moments that significantly impact customer satisfaction.

Data-Driven Analysis

Martin combines qualitative feedback with quantitative data to provide an in-depth analysis of customer interactions. By examining behaviour patterns, customer feedback, and operational data, Martin delivers actionable insights that highlight both current performance and future trends. This ensures that businesses can make informed decisions based on hard data

Tailored Solutions

Recognising that each business is different, Martin’s approach is tailored to meet the specific needs and goals of each client. By closely collaborating with stakeholders, Martin ensures that the consulting process is aligned with the organisation’s strategic objectives, resulting in recommendations that are practical and easily implementable.

Focus on Continuous Improvement

Customer expectations evolve, and so should your business. Martin promotes a culture of continuous improvement, emphasising the importance of regularly re-evaluating customer journeys. By establishing key performance indicators (KPIs) and conducting regular reviews, Martin helps businesses remain agile and responsive to changing customer needs and market dynamics.

Key Benefits of Martin’s Customer Journey Consulting

Martin’s consultancy offers numerous advantages that can directly impact your business performance:

Boost Customer Satisfaction

By identifying and resolving friction points in the customer journey, Martin enables businesses to enhance overall customer satisfaction. Satisfied customers are more likely to remain loyal, make repeat purchases, and become brand advocates.

Streamline Operations

Martin’s insights can help businesses eliminate inefficiencies and bottlenecks, improving operational efficiency. With smoother processes, companies can allocate resources more effectively and respond quickly to customer needs.

Inform Strategic Decision-Making

Martin provides businesses with the insights needed to make data-driven strategic decisions. Whether it’s product development, service enhancements, or customer support improvements, the insights gained from customer journey analysis will ensure your business is focused on the areas that will have the most significant impact.

Real-World Insights

From understanding frontline interactions to analyzing behind-the-scenes operations, Martin evaluates every step of the customer journey. His reports go beyond what’s observed in a single transaction and assess how consistently your brand delivers on its promises across touchpoints.

The Customer Journey Consulting Process

Martin’s Customer Journey Consulting follows a structured approach designed to yield actionable insights and sustainable improvements:

Step 1: Discovery and Objectives

A thorough initial consultation allows Martin to understand your business goals, customer base, and the challenges you face. This forms the foundation for a tailored analysis of your customer journey.

Step 2: Journey Mapping & Data Collection

Martin maps out the complete customer journey, analysing every touchpoint from first contact to post-purchase follow-up. Data is collected from customer feedback, behavioural metrics, and operational systems to provide a comprehensive view.

Step 3: Analysis and Insight Development

Using advanced analytical tools, Martin identifies the key pain points and opportunities for improvement. His insights are backed by data, providing your business with a clear understanding of where to focus its efforts.

Step 4: Actionable Recommendations

Martin offers a set of bespoke recommendations designed to optimise your customer journey and improve the overall customer experience. These strategies are practical and implementable, ensuring a smooth transition from analysis to action

Step 5: Ongoing Support and Continuous Improvement

Martin’s service doesn’t end with the recommendations. He offers ongoing support to help monitor progress and adapt strategies to meet evolving customer expectations. This ensures that your business remains agile and competitive in a fast-changing market.

Testimonial

The course is fantastic,Martin’s view on the customeris refreshing and one I share in my role.
The course gives you the tools to implement change in your organisationand even the smallest change can make the biggest difference.
I would really recommend this course, if you have the opportunityplease do it. We need more people out there with thecustomer centricity approach.

— Karyn MilliganHead of Customer Experience, Schuh

The seminars werefantastic, Martin wasvery impressiveand engaging

— Delegate,GSK Consumer Healthcare

The course is fantastic. Martin’s view on the customer is refreshing and one I share in my role. The course provides the tools to implement change in your organisation, and even the smallest change can make a significant difference. I highly recommend this course; we need more professionals with a customer-centric approach.

— Karyn Milligan, Head of Customer Experience, Schuh

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Enhancing your customer experience can yield transformative results for your business. With Martin Newman’s Customer Journey Consulting, you can effectively address current challenges while strategically positioning your brand for sustained success. Don’t miss out on the opportunity to revolutionise your customer interactions. Book your consultation with Martin Newman today and take the first step towards a more customer-focused and profitable future.

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