28 episodes

Customer Centricity - empowering positive change for consumers and brands.

Customer Centricity with Martin Newman Martin Newman

    • Business

Customer Centricity - empowering positive change for consumers and brands.

    Putting the customer first by empowering your people with Sir John Timpson

    Putting the customer first by empowering your people with Sir John Timpson

    Martin is joined by Sir john Timpson, CBE, chairman of The Timpson Group. Sir John talks about some of the history behind the company and how he cultivated an atmosphere of empowerment with his employees to be able to take ownership of their own stores to make more informed decisions with their customer journey. A fascinating insight into the world of a family owned business and how they have structured the organisation to put customer centricity at the heart their agenda. Sir John also discusses the strategy of hiring ex-offenders now totally 600 employees at Timpsons. 

    • 36 min
    The 6 Key Drivers for a Customer Centric Roadmap with Martin Newman

    The 6 Key Drivers for a Customer Centric Roadmap with Martin Newman

    In this bonus episode, Martin shares his own career journey and how it has informed his work over the past decades in serving brands, businesses and the consumer. He outlines why he is so passionate about customer service, placing the consumer at the heart of commercial decision making and the benefits to the bottom line when you take this approach. Martin also shares his blueprint for implementing this strategic approach with his '6 Key Drivers to Customer Centricity'. 

    • 43 min
    Accessibility matters with Martyn Sibley, CEO of Purple Goat & Disability Horizons

    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. 

    • 34 min
    The importance of frontline workers with Carol Leaman, CEO of Axonify

    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. 

    • 45 min
    Being partner obsessed and data fanatics with David Wright, CEO of Pattern

    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. 

    • 36 min
    How technology is integral to the consumer journey with Andy Miles, retail e-commerce expert

    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.

    • 38 min

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