Why I’m involved with Retail Week Live

February 5, 2020

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Martin Newman

By Martin Newman

The Consumer Champion

I’m extremely proud of my long-standing relationship with Retail Week, the leading industry publication for the retail sector.

Over the years, I’ve been privileged to appear in a number of power lists they produce of the top 50 people in digital in the retail industry.

I wrote a column in the magazine that was also published online for nearly 10 years. And I’ve judged various industry awards on their behalf.

This year, I’m delighted to be involved in Retail Week Live. The retail sector’s most important conference in the UK.

I have spent 37 years in various B2C roles (Business to consumer). I have pivoted now to be C2B. In other words, I’m representing consumers and their concerns and helping consumer-facing businesses understand how they can deliver better customer service and experiences for consumers.

Therefore, it’s only fitting that I run a consumer panel at the conference. The objective of which is to have a diverse set of consumers who can highlight their thoughts on good and bad retail experiences and how they’d like to see things change and improve. This will hopefully provide a range of opportunities for retailers to pursue, which are representative of important groups of consumers.

I’m excited about this and the insight that I hope, and expect, we’ll surface.


I’ve always been hugely passionate about customer experience and customer service. I genuinely don’t believe you’ll find a stronger protagonist than me in the UK today who is beating the drum for retailers and all consumer-facing brands to step up their game and improve how they deliver great and effective customer service.

In addition to the consumer panel, my company, Customer Service Action will have a stand at the event. The aim is to raise awareness of our platform, customerserviceaction.com which retailers will also be able to integrate their own iteration of into their websites.

Customer Service Action

I set up Customer Service Action to drive positive change for both consumers and brands. It enables consumers to tell the brand what they’re doing well and what needs improvement. It captures both complaints and compliments. This provides the consumer with a voice and the ability to get action and resolution for whatever issue they’ve been experiencing. Subsequently, it enables the retailer to deal more effectively with customers and deliver far more effective customer service.

It is 100% impartial, as unlike some ratings, reviews and other feedback solutions, the comments are from real customers and the retailer has no ability to edit or decide what is published. We moderate all consumer feedback, ensuring that it is genuine. What the retailer is able to do, is to address individual’s issues and talk about how they’re improving service.

If you’re a retailer, and don’t already have a ticket for Retail Week Live then please use the discount code below and head to the site to get a ticket. And if you are coming along, make sure to pop by our stand and say hello!

Use code CSA15 for 15% off your ticket to Retail Week Live:


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