Consumer Focus with Martin Newman Martin Newman

Martin shares his 10 new ROIs that consider what truly matters to consumers and how businesses can proactively build lifetime value based on this framework.

My Ten New ROIs are:

1. Return on Inspiration – Setting our colleagues up for success

2. Return on Integrity – Building trust with our customers

3. Return on Inclusion – Creating a business that better reflects our customers

4. Return on Image – Demonstrating true social responsibility

5. Return on Intervention – Promptly resolving issues for customers

6. Return on Interaction – Being present where our customers want us to be

7. Return on Improvements – Shifting from mere transactions to becoming a service

provider

8. Return on Involvement – Increasing customer loyalty through personalised messaging

and engagement

9. Return on Insight – Leveraging actionable insights to improve performance rather than

just reporting data

10. Return on Innovation – Continuously advancing and improving our offerings at pace

These ten new ROIs focus on prioritising factors that drive customer satisfaction and loyalty, enabling businesses to evolve and thrive in today's dynamic market environment.

Martin is joined by his usual panel guests to discuss their current views and life experiences with the ongoing economic squeeze. The main focus of this episode is the rise of marketplaces such as Amazon and eBay and the impact they are having on how consumers purchase goods.

Martin is joined by his regular panelists Leila and Dave as well as special guest, CEO of LK Bennett, Darren Topp. They discuss how everyone is currently feeling about the current cost of living situation and then they dive into the topic of building a workplace culture that enables employees to be empowered to deliver a customer-centric service in the world of retail. Darren shares how he creates an environment of openness and sharing in LK Bennett to surface the challenges that can drive their business forward through employee and customer experience. 

Martin welcomes his panelists from the public, Marie-Clare, Leila, and Dave to find out how they are feeling about their personal economies as we come out of the holiday season and into the new year. The focus of the podcast is how purpose and values are driving brands to develop their businesses and using this set of brand values and social responsibility to encourage consumers to spend their money with them over competitors. 

Martin is joined by his usual panel guests Marie-Clare, Leila and Dave to delve into how brand loyalty plays into their purchasing and consumer habits. They discuss the different channels that brands use to keep customers connected from pricing to bonus points and since it is the holiday season coming up the panel also share how they are feeling about the Christmas period and the decisions they are making to stay festive but frugal in the ongoing cost of living crisis. 

Martin is joined by his regular team of panelists who continue to share their update on the impact of the economic and energy situation on their lives and purchasing decisions. In addition Martin is delighted to welcome on to the podcast as a special guest, Andy Ruben. Andy was Walmart’s first and founding Chief Sustainability Officer as well leading their global eCommerce strategy. More recently, Andy founded Trove helping brands deliver sustainable and profitable growth at scale. This is a fascinating conversation covering everything from EV cars, the growth of the second hand and buy back market, climate change and sustainability as well as a host of customer centric topics with the panel sharing their real life insights alongside Andy and Martin's strategic view of the global consumer marketplace.