Customer Centricity - empowering positive change for consumers and brands.
Accessibility matters with Martyn Sibley, CEO of Purple Goat & Disability Horizons
Martin is joined by Martyn Sibley, CEO of Purple Goat and Disability Horizons. Martin is uniquely qualified to lead the transformation in accessibility. He describes himself as a "regular guy who happens to have a disability called Spinal Muscular Atrophy". This means he can’t walk, or lift anything heavier than a book giving Martyn the most valuable insights on how brands should handle accessibility for all people which he shares with Martin in this episode. He was also voted Britain's third most influential disabled person and is leading efforts through his organisations and business to campaign for enhanced inclusivity and diversity for consumers.
The importance of frontline workers with Carol Leaman, CEO of Axonify
Martin is joined by Carol Leaman, CEO of Axonify whose mission is to help companies give their frontline employees the support and tools they need to do their best work every day with training and communications. Carol shares her insights on the importance that frontline workers have on customer service and centricity and why educating this constituency is critical to the bottom line as it effects the whole in-store experience across sales, service and safety. Carol also discusses her views on company culture and how to build this in a distributed organisation and the impact culture has on staff loyalty, retention and the whole business.
Being partner obsessed and data fanatics with David Wright, CEO of Pattern
Martin is joined by David Wright, CEO of Pattern, the premier platform for global ecommerce. Pattern is a leading player in ecommerce intelligence, marketplace management and omnichannel retail strategy and execution for brands around the world. David shares his insights managing a hyper growth business that is partner obsessed, data centric as well as trends in the direct to consumer space and the mega marketplaces. Listen to how Pattern have a driven their own company culture to inform customer centricity to deliver best service at the best prices.
How technology is integral to the consumer journey with Andy Miles, retail e-commerce expert
Martin is joined by Andy Miles, a leading retail e-commerce expert whose career has included working for some of the biggest brands in the UK such as Tescos, Boots and more recently the Arcadia Group. Andy shares his insights on the technological trends that are empowering consumers with their e-commerce experience. With the customer being king, Andy identifies ways that retailers can build a true omnichannel journey and how to ensure that brands get the basics right when it comes to digital.
Creating diversity and opportunity at board level with Susanne Given, Plural Non-Exec Director
Martin is joined by Susanne Given, Plural Non-Executive Director to talk about how diversity, opportunity and inclusion at the board level lead to customer centricity and stronger retail businesses. Susanne also discusses how Gen Z are impacting board decision making, the concept of alternative boards and some views on the future of the retail experience for consumers. Susanne has had a distinguished career including tours of duty at Harrods, T K Maxx, John Lewis and Eurostar to name but a few. Today she shares her knowledge and experience as Non Executive Chairman at MADE.com and Non-Executive Director at Morrisons, Hush amongst others.
Building a culture of customer centricity with Nick Molnar, CEO of Afterpay
Martin talks with Nick Molnar, CEO and Co-Founder of Afterpay (Clearpay in the UK) one of the world's leading payment solutions. Nick shares how Afterpay places customer centricity at the heart of their business by focusing on hiring the right talent, creating purpose behind the company mission, using data to drive decisions and building community to develop trust and reputation. Within 10 years, millennials and Gen Z will account for 50% of all retail spending and Nick shares how he is driving Afterpay to meet those changing consumer requirements.