MBA in a Day

Customer Experience Workshop Led by Martin Newman

Martin Newman is a globally recognized expert in customer experience with over 40 years of experience leading retail and customer-centric operations. Through his MBA in a Day program, Martin distills decades of knowledge into an intensive, practical workshop designed to fast-track your customer experience skills.

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What is MBA in a Day?

Martin Newman’s MBA in a Day is an intensive, immersive workshop designed to provide deep insights into Customer Centricity. Led by Martin Newman, a leading authority in customer experience, this workshop combines keynote presentations with interactive breakout sessions to help you and your team develop and implement a customer-centric strategy.

ABOUT MARTIN

Martin Newman

Speaker, Educator, Author and Advisor

Martin is one of the World’s leading authorities on customer centricity and customer experience.

Known as the Consumer Champion and founder of The Customer First Group and Customer Service Action, Martin is one of the world’s leading authorities on customer centricity, and a force for positive change for consumers and brands.

Martin has 40 years of experience leading the multichannel operationsfor some of the world’s most recognisable retail brands. These includeBurberry, Intersport, Pentland Brands (Speedo, Berghaus), Harrods andTed Baker. Following his career in the consumer sector, Martin foundedglobal ecommerce and digital consultancy Practicology, which was soldin 2018 after having scaled up to a global staff of 100 in offices acrossthe UK, EU, Middle East and Asia. Martin has since set up The CustomerFirst Group and consumer-facing platform Customer Service Action.

With his finger on the pulse of consumer behaviour, wants and needs,Martin, helps consumer-facing organisations to future-proof theirbusinesses by putting the customer at the heart of all they do.Championing consumers, brands and businesses.

Martin is the author of the bestselling books The Power of Customer Experience and 100 Practical Ways to Improve Customer Experience, seen as definitive within the sector and was shortlisted for the Business Book of the Year Award 2019.

Find out more about Martin at www.martinnewman.co.uk

What Is Customer-Centricity?

Customer Centricity is more than simply ensuring a good customer experience; it’s about putting the customer at the heart of everything you do. It involves aligning every aspect of your business— from organisational structure and employee engagement to marketing and service delivery—around the needs and expectations of your customers.

Employee Experience

A great employee experience is crucial, as motivated employees are key to delivering excellent customer service.

Service Excellence

The focus is on providing end-to-end service that meets customer expectations, not just transactional interactions.

Personalized Solutions

Leveraging technology to empower customers and personalising interactions to create a deeper connection.

Purpose and Values

Demonstrating genuine purpose and aligning with values that resonate with customers.

Data-Driven Insights

Using data to drive actionable insights and measure what truly matters for customer satisfaction and loyalty.

Sustainability and Inclusion

Embracing diversity, inclusion, and social responsibility to build a brand that customers can trust and relate to.

During this workshop, you will

Gain a Comprehensive Understanding

Learn the principles of Customer Centricity and how they impact various aspects of your business.

Develop Actionable Strategies

Participate in group discussions and strategy sessions to identify and implement practical solutions.

Enhance Team Alignment

Align your team and stakeholders around a shared vision for customer-focused success.

Detailed Agenda

DAY 1

DINNER WITH THE SENIOR STAKEHOLDERS

Join us for an exclusive dinner with industry leaders and key decision-makers. This evening offers a unique opportunity to network, engage in in-depth discussions on customer centricity, and explore collaboration opportunities in a relaxed, elegant setting. Enjoy a gourmet dining experience while reflecting on the day's insights, asking questions, and building meaningful connections with senior stakeholders. Business casual attire is recommended.

DAY 2

Opening Keynote: End-to-End Customer Centricity

Martin Newman will deliver an engaging presentation on the foundational principles of Customer Centricity, covering its impact on every aspect of your business.

Strategy Breakout 1: Key Learnings and Actions

Break into groups to discuss the top five takeaways from the keynote and identify actionable steps for implementation.

Strategy Breakout 2: Culture and Empowerment

A short presentation by Martin on creating a customer-centric culture, followed by group discussions on recommendations for enhancing employee engagement.

Strategy Breakout 3: Measures

Martin will present on adjusting KPIs and incentives to drive customer centricity. Groups will discuss and present ideas on what can be done differently.

Strategy Breakout 4: Service Culture

Explore the shift from customer service to customer care. Groups will brainstorm and present their strategies for evolving service culture.

Closing: Ruthless Prioritisation Session

Final discussion on what actions to take forward, prioritising investments, and measuring success.

Key Takeaways

Upskill Your Team

Equip your team with practical strategies to implement Customer Centricity.

Empower Stakeholders

Enhance stakeholder engagement and enable better performance.

Identify Quick Wins

Discover immediate actions that can positively impact your business.

Maximize Loyalty

Develop strategies to improve customer loyalty and long-term value.

Create a North Star

Define a guiding vision for aligning your business and team.

Gain Competitive Advantage

Achieve a sustainable edge in your market.

Effective Measurement

Learn new methods for measuring success and ROI.

Who Should Attend

Senior to Middle Management

Ideal for key stakeholders who influence strategic decisions.

Customer Experience Teams

Those responsible for improving customer interactions and satisfaction.

Marketing and Sales Professionals

Individuals focused on enhancing customer engagement and loyalty.

Business Leaders

Executives aiming to align their company’s strategy with customer-centric principles.

Format of the Day

Group Activities

Engage in breakout sessions to collaborate and develop practical solutions.

Strategy Discussions

Participate in discussions to identify actionable steps and strategies.

Case Studies

Analyze real-world examples to gain insights and apply learnings.

Materials Provided

Workshop Handouts

Keynotes, breakout session summaries, and action plans.

Resource Materials

Access to additional reading and tools for implementing strategies.

Post-Workshop Summary

A recap of the day’s insights and recommendations.

clients

Martin came to South Africa to deliver his MBA in a Day bootcamp to our senior team. It was a truly insightful day that gotus thinking about how we can leverage an even more customer centric approach when dealing with our clients and how weoperate as a team, our culture and employee engagement. It was great to get everyone together to discuss new strategiesand ways of working as a team. Not only has it given us lots to think about, but we have already implemented many of thequick wins from the day and are already seeing positive results. Martin shared his expertise in a clear, fun and engaging wayand ensured everyone interacted and got the most out of the day. He really knows his stuff!

— Des Warner, CEO, Synergy

We engaged Martin to deliver his MBA in a day in customer centricity to our team in Oslo. It was a fantastic, inspirational dayfull of collaboration and insight and has provided us with key opportunities to further improve customer experience and aplan of what we need to do internally to be fully customer centric in the future.

— Astrid Kristine Bjerke, Marketing Director, Verisure