Martin newman

Speaker | Educator | Author | Advisor

Martin Newman is a renowned speaker, educator, and author, dedicated to driving positive change for consumers and brands. With over 40 years of experience in leading retail operations and a bestselling book on customer experience, he brings trusted industry expertise to your event.

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What is mini mba?

Martin Newman’s Mini MBA in Customer Centricity is a comprehensive masterclass designed to transform your understanding and application of customer-centric strategies. This course goes beyond superficial customer service practices to delve into every facet of what makes an organization truly customer-centric. It covers the entire business landscape, including company culture, values, supply chain, and diversity, ensuring a holistic approach to enhancing the customer experience.

Martin Newman

A renowned figure in the field of customer experience, Martin Newman is the founder of Customer Service Action and The Customer First Group. With over 38 years of experience in the consumer sector, he has led multichannel operations for iconic brands like Burberry, Ted Baker, and Harrods. Martin is a global authority on customer-centric transformation, frequently appearing on BBC, Sky News, and other media outlets to discuss consumer behaviour and business strategies.

Who Should Attend

The Mini MBA in Customer Centricity is ideal for

Business Owners and Senior Management

Especially those in consumer-facing sectors such as retail, hospitality, and e-commerce, who are looking to lead customer-centric initiatives and drive change within their organisations.

Career Accelerators

Professionals seeking to advance their careers by mastering customer-centric principles and applying them to enhance organisational performance and profitability.

About Us

This course is offered through a partnership between Oxford College of Marketing and Oxford College of Leadership and Management, with guidance from Martin Newman.

Oxford College of Marketing: Renowned as the UK’s leading marketing college, offering accredited qualifications and practical short courses. The college is known for its expertise, comprehensive online learning platform, and global reach.

Oxford College of Leadership and Management: A top provider of practical management, leadership, and project management courses, both in-person and online, with a reputation for delivering outstanding educational experiences.

Success Stories

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

How It Works

The Mini MBA is structured into:

Ten On-Demand Modules

Each module covers critical aspects of customer centricity, providing in-depth knowledge and practical strategies.

Two Live Webinars

Interactive sessions led by Martin Newman to dive deeper into key topics and address participant questions.

Two Live Q&A Sessions

Opportunities to engage directly with Martin and other experts to clarify concepts and discuss real-world applications.

Project Assessment

Apply your learnings to a real-world project, demonstrating your ability to drive customer-centric change within your organisation.

The course takes approximately four months to complete, culminating in:

Certificate of Completion: Awarded to delegates who successfully finish all modules and the practical project.

CPD Hours: Recognised Continuing Professional Development hours for career advancement.

Syllabus Overview

Module 1

Employee Engagement

Explore why prioritising employee engagement is crucial for a customer-centric approach. Learn strategies to foster a positive work environment that supports exceptional customer service and aligns with your organisational values.

Module 2

Social Responsibility

Social Responsibility must be more than a tick box exercise. Learn how to develop social responsibility policies that prove to customers and employees you’re taking it seriously.

Module 3

Diversity and Inclusion

(inside and outside the organisation) The more diverse and inclusive your business is the more successful you’ll be. Assess gaps in diversity and inclusion within an organisation and plan for the future.

Module 4

Customer Experience

Learn how to create a customer experience across all of your channels and touchpoints that meets the needs of your most important segments of customers based on their needs, wants and priorities.

Module 5

Technology as an Enabler

We tend to overestimate the impact of technology in the short-term and under-estimate it’s impact in the longer-term. Learn how to prioritise and evaluate the technology solutions required to deliver the experience your customers expect.

Module 6

Channel Strategy

To be successful, you need more than an omni-channel strategy. You need to develop a customer-centric channel strategy based on the needs of your most important customer cohorts.

Module 7

Customer-Centric Marketing

Understand the opportunity to drive up profitability by moving from push to pull communications and how personalisation can help turn customers into fans.

Module 8

Organisation Structure and Skills

To ensure customers receive consistent experiences through all channels and touchpoints, you need to define an operating model to deliver customer centricity within the organisation.

Module 9

Measuring what Really Matters

Cut through the noise about big data to get to actionable insight. Learn how to successfully measure and evaluate customer centricity in an organisation.

Module 10

Activation Plan

The key to the successful implementation of customer centricity across your organisation isto have a prioritised plan of action. Our activation plan will provide you with the framework and steps for achieving true customer centricity.

The seminars were fantastic, Martin was very impressive and engaging.

— Delegate, GSK Consumer Healthcare

Practical Information

Price:

£1350 + vat

Duration:

13 weeks plus assessment time

Start Dates:

We run multiple Mini MBA in Customer Centricity cohorts through the year, please check the website for the next start date.

Course Features:

• 13 on demand sessions

• two live webinars

• two live Q&A’s

• plus reading material, podcasts and exercises

All attendees get an e-book of The Power of Customer Experience which provides the core
reading material for the course.

Assessment:

Written assessment that will form a practical plan of all the elements of becoming a customer centric business. A series of questions will be provided to form a framework which can be applied to your business or the provided case study.

Apply Now:

oxfordcollegeofmarketing.com/apply/mini-mba-in-customer-centricity/

Apply Now:

enquiries@oxfordpeg.com

Bespoke
Training Solutions

Individually the Mini MBA is about ensuring the future success of your business and becoming a leader in your field. Collectively it is about changing the culture, outlook and mindset of your business to put the customer at the heart of all that you do.

If you would like your team or organisation to study the Mini MBA in Customer Centricity, then we can tailor a programme to suit both corporate and individual training needs. We can also create a tailored delivery and submission timetable to suit your timeframes as well as the opportunity for Martin to deliver part of the content in person.

To enquire about our bespoke corporate training solutions,contact our team enquiries@oxfordpeg.com